Simplicity In Customer Success

We often plan to make improvements by adding to what we already do. Less common and an often just as, if not more effective an approach, is taking away. Every time we add something internally in customer success, a playbook, a process, a customer journey step, a CTA,...

Can You Do The Fandango? Hiring Great CSMs

A while back I read a bunch of job ads as part of some research for an article I was writing. Below are just some of the requirements I’m sure I recall seeing mixed in with the more typical requirements: Astronaut Tour de France winner Accomplished jewel thief...

How Do I Get Started In Customer Success?

 I see this question asked a fair bit on LinkedIn. I’ve also been approached direct multiple times by people asking about finding a role in customer success. Usually people want to know what books, blogs and articles they could read, or is there any training they...
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