The most recent content from our members.
Welcome to 2025, everyone! I’d love to hear your thoughts or see any insights from thought leaders about what’s on the horizon. As the pace of change accelerates, we’re seeing shifts in our tools, roles, and—most notably—customer expectations. It’s an exciting time for Customer Success, though I’ll admit it can feel a bit…
We know that equipping our customers for strong product adoption during implementation, onboarding, and beyond is critical, especially for those in the high ARR category. But how do you do this in an age where resources are limited? You build out a content center that is second to none! Share some ways content is making a…
My company has had a Sales Led Growth strategy since its start, and currently has a CS motion in place to support it. Beginning in 2024, we are launching a new product that has a Product Led Growth strategy. I want to help lead a CS function to support this strategy. Anyone have experience or advice in standing up a CS…
Tune in this week as Tessa Thorburn joins Jay to continue the conversation about scaling CS. Definition of CS Driving the most impact and realizing the most outcomes in the most effiecient way possible Primary Considerations How to build support for specialized roles within a team Driving usage through use cases…
I have recently joined a start-up as a CSM and have around 30 accounts assigned to me. From a business ops POV, CS has been reactive and somewhere couldn't articulate the value or the business growth our customers want to achieve. Now, I got the opportunity to reach out to my customers proactively and I dropped emails to…
I work for a start up and we have a few partnerships that are at the enterprise marker. Currently Ford Drive has agreed to a partnership with my company for a certain amount of subscriptions. In my understanding The trouble I'm finding is I was involved in the process too late. Out of 100 available subs only 3 have opted…
While many customer success teams track metrics such as churn rate and customer satisfaction, measuring the impact of customer success on the overall business is important to me. How can I tie my CS efforts to revenue and growth metrics, and demonstrate the ROI of customer success initiatives? I am looking for a more…
Hi All, first time poster here :) I am in the process of building out Customer Success at our business which is a Series A start up with no prior CS function. I am about to start to build out our renewal playbook however would love if someone has an example to share with me to firstly validate my thought process so far but…
I've had a really interesting series of convo with a friend who's been a senior B2B sales leader for several large software companies. Think strategic complex sales to named enterprise accounts. I talk to him a lot about how customer success spends a lot of effort to help customers achieve outcomes and trying to prove…
Our industry is very cyclical, and our busy season starts at the same time every year. Our company does a Sales Kick-Off every year, but this year they have finally approved a "CX Kick-Off." We get one day and are trying to stay out of the weeds of our product, which is happening earlier in the week. But more of an…
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