The most recent content from our members.
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…
Scenario Industry: saas Customer Country: Canada Customer Tone: confused Issue: The customer noticed a problem with the Mental Health Application that she recently started using. She paid for an annual subscription plan, and her account still shows that she has not paid and is currently on the free plan. She wants to know…
I’m thinking about attending this conference in London for networking purposes and was wondering if anyone here will be attending or would like to? There is a Rev Ops day 1/27 and a CS day 1/28 at half the price of US conferences. $480 one day, $650 for both) Would love to meet up! Details:…
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 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…
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…
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