Latest Thinking

success methods


All of our latest thinking on the tools, process, ideas and skills you’ll need to be a successful customer success manager.

So How Many More CSMs Do We Need?

Scaling a customer success function, like any other, presents a number of challenges. It’s useful to have a clear model in mind that helps optimise for your segmentation strategy, engagement models, team size and crucially customer outcomes. Nature provides a useful model we can adopt to assist us to design this model and therefore provide a simple structure for scaling.

The Why Of Scaling Customer Success

Efficiently scaling your success team to deliver increasingly valuable customer outcomes and higher levels of satisfaction is an ever more critical capability for SaaS companies to master.
Delivering customer outcomes and satisfaction will drive renewals, expansion and advocacy. This is the fundamental proposition behind customer success. What then are the key ‘whys’ of scaling and how do they feature as part of a well defined scaling strategy?

The Customer Justice League – What Makes For Great CSMs?

Customer Success Management is exploding. Originally the preserve of forward thinking B2B SaaS companies, CSMs are sweeping across the corporate landscape like a superhero virus, infecting companies with hitherto unknown customer facing super powers. Building a CSM team is a superb opportunity to create your own customer Justice League. What then makes for a superhero CSM?

Royalty, Aristocracts And Commoners. Is This How You Segment For Customer Success?

It’s a tricky business, segmenting your customer base for customer success outcomes and the CSM effort to be invested. But fear not, the application of the right questions, asked by and of the right people can lead you swiftly to a plan of action. Do this and you’ll have a very high chance of improving how you serve your customers whilst staying in pursuit of your own success as a business.

How Do I Get Started In Customer Success?

Getting your first job at anything is always tough but luckily in customer success you can almost certainly use your current job to start getting experience and practice. In the process you might just find you also get better at the day job and get more satisfaction in the process.