As a successful, scaling customer success department, your team needs the right tools and resources to be successful. Over the past few years, customer success teams have migrated off sales-focused CRM and project management platforms to solutions that are custom…

As we head into a new year, many customer success teams are looking for new ways to up the ante with their customer success efforts. After a whirlwind 2020, one of the biggest takeaways in the customer success space is…

For most customer success departments, the internal department you work closest with and most often is definitely sales. And, for as much as you work to make customer success an organization-wide effort, your department leaders and/or executives are most likely…

If you’re like most modern customer success team leaders, you already have some sort of platform in place to help optimize and streamline your internal processes while keeping things straight with customers. Whether you’re using a generic CRM tool or…

New year, new me, right? While this mantra may be on most of our minds this year (especially after the complete doozy of 2020), some customer success managers (CSMs) may be having other thoughts. While 2020 was a completely unprecedented…

A customer success manager’s relationship with a customer account doesn’t just begin and end at random. A CSM manages and owns a customer account throughout their entire partnership with a vendor organization, from the minute a sale closes throughout many…

Over the past several years, customer success has gone from a department only forward-thinking organizations had to an integral part of every single SaaS company in the world. From onboarding new customers to managing implementations and renewals to spearheading expansion…

2020 has certainly been a year to remember, whether we’d like to or not. While all SaaS organizations saw their fair share of ups and downs, there were plenty of changes, challenges, and opportunities for customer success teams to keep…

2020 has been chock-full of twists and turns, and customer success managers have experienced their fair share of ups and downs. The customer success function has been thrust into the spotlight at many SaaS organizations, and the health and sentiment…

Over the last few months, customer success teams – and the unique relationships they have with customer contacts – have been thrust into the spotlight of the SaaS world. CSMs have been hard at work managing their customer accounts throughout…

The new year is a time to take stock of the past twelve months, determine what worked well, and identify areas that need a bit of improvement. For many in customer success and account management, 2020 ended up being a…