As customer success has grown into a critical corporate function for SaaS organizations, CSMs have turned to data and metrics to make strategic decisions for their customers. Over the years, however, so many metrics have become critical to this decision-making…

Scaling and growing an internal team can be all-consuming and often daunting for many CSM teams. While customer success leaders, HR representatives, and other key stakeholders are often involved in the hiring process at every step of the way, the…

Customer Success Managers (CSMs) use multiple metrics and numbers to understand customer sentiment and how customers feel about a product and their vendor team. In recent years, high-performance customer success teams have begun leveraging a holistic overall metric that combines…

If you're part of a SaaS customer success team, mergers and acquisitions are an all-too-common occurrence in your life. While these corporate milestones can mean growth and opportunity for your team and you personally, they can also be confusing and…

Current customers are some of the most prominent advocates and marketing opportunities available for SaaS organizations. Your customers are real companies that chose your solutions to bring their goals to life, so of course, they would be at the top…

Building a customer team can sometimes include trial and error. From your internal side, you need people on your team who understand the product, your customer’s goals, and what they are trying to achieve with your solutions. On the customer…

Account transitions will be inevitable throughout your tenure as a customer success leader. Whether through promotions, turnover, or new hires, new CSMs are bound to leave or join your customer account teams regularly. Unfortunately, these account transitions can be highly…

As we reach the end of 2021, customer success teams are hard at work compiling end-of-year reviews for their customers. Whether your team conducts business reviews quarterly, bi-annually, or yearly, preparing well in advance is critical to presenting proactive, well-researched…

Any customer success leader worth his or her salt isn't making strategic, department-wide decisions based on gut feelings. Instead, customer success leaders lean on hard numbers, insights, and data to help steer their team's decision-making. These numbers are also shared…

Often, CSMs get into the customer success space because they like the excitement of working with customers or the challenge of helping users through their day-to-day problems. One area in the customer success lifecycle where some CSMs tend to get…

Any CSM who has spent more than a few days in the SaaS industry working directly with customer contacts understands the incredible importance and value of customer feedback. Surveys serve a twofold purpose: they give your team a better sense…