The most recent content from our members.
Curious to hear from CS practitioners — for those managing a large book of business, what actually happens to the smaller accounts that don't get enough attention? Do you have a system, or do they just quietly cancel? Would love to hear real experiences.
Hi everyone -- anyone here who manages B2B/enterprise style clients (not consumer, not SMB)? I’ve found myself continually very upset/frustrated with the way analytics tools (e.g. amplitude, pendo) work for heavily account-oriented setups (i.e. not user-focused) and am looking for a way to solve this problem. We ultimately…
Hi everyone, I'm recruiting for a Customer Success Executive role in Southampton, UK, and I'm hoping to learn from people who work in Customer Success every day. One thing I've noticed is that Customer Success seems to have its own communities, events and networks that many recruiters don't naturally come across. So I'd…
Everyone thought we were losing the customer because of price. They were wrong. A customer was approaching renewal, and internally the assumption was clear: a competitor with lower pricing was pulling them away. On paper, it made sense. But assumptions have a way of sounding like facts until you have the conversation that…
Im doing some research around churn, retention and the ways CS teams tackle both. How are you doing this today in your organization? Are you using any specific tools today for this purpose? What is great about it and what’s annoying, or way more complicated than it needs to be? If you could design the perfect CS tool, what…
Hi All! ’m currently working on an early-stage tool for Customer Success teams and looking for honest feedback before taking it further. I’d love to speak with Heads of CS or post-sales leaders at small to mid-size B2B SaaS companies, especially around onboarding, retention, customer health, or scaling CS (not selling…
Hey all, I’m Mary, I’m focused on Customer Success and actively looking for a Customer Success internship where I can learn and get real hands-on experience. Happy to connect with anyone in the space
Hey Everyone We recently launched SuccessGuardian Academy — an open learning platform built specifically for Customer Success professionals. All courses are fully accessible, and the focus is on real-world CS skills that actually help in day-to-day work. The goal isn’t to sell anything flashy — it’s to create a place where…
Hi All, I’m a founder exploring how SaaS companies really handle client onboarding and adoption, as well as ongoing support. I’d love to hear from those in Customer Success who see this up close every day. What do you find most challenging when trying to help customers reach full adoption? Is it keeping their engagement…
Hi everyone, excited to join this community! I’m Benjamin, a Senior Manager of Client Operations based in Las Vegas. Over the past several years, I’ve led large-scale coaching and customer operations teams (up to ~200 staff across multiple layers) and managed end-to-end service delivery for more than 300,000 clients…
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