Members-only Leadership & strategy Strategies for successful leadership: The new manager’s cheatsheet The first foray into leadership is always a pivotal moment in anyone’s career, a culmination of years of hard work and dedication. However, like most of life’s new milestones, all too quickly, it becomes the beginning of a brand-new journey – often within a very short timeframe....
Members-only Leadership Hiring and developing the best customer success team Whether you're building out your customer success team for the first time or looking to take an existing one to new heights, these strategies and principles will help guide you on your journey....
Members-only Customer success careers Lessons learned: The best advice customer success leaders wish they had known earlier How many times have you thought “Ugh! I wish I'd known that”? While you may have had to earn that knowledge the hard way, sharing it with customer success teams navigating similar challenges could save them countless headaches and missteps....
Members-only Customer success careers Transitioning from customer support to customer success You’ve probably heard a few statements about how customer success is not customer support, and that’s correct. I spent the early years of my career in customer support, and I can confirm they are distinct....
Members-only Customer success careers How to get hired in customer success Nowadays, it's not just about possessing the “right” skills; it's about understanding the nuances of communication, change management, and personal branding....
Members-only Customer success careers The difference between Customer Success Managers and Account Managers They’re both two job titles that float around every business and both seem related, right? But it’s not just a case of rebranding; Customer Success Managers (CSMs) are not Account Managers re-packaged for technology industries like Software as a Service (SaaS)....
Members-only Customer success careers Your guide to customer success OKRs Being able to establish and execute clear OKRs is an extremely important part of any customer success team’s, well, success. OKRs bring focus and alignment to a customer success strategy, helping individuals, teams, and whole companies prioritize their initiatives....
Members-only Customer success careers Developing a personal brand in customer success Branding, for many, often exists under the shadow of “selling,” primarily because it's hard to measure its success. It's vital to understand the fundamental impact and long-term benefits of building strong personal brands....
Members-only Customer success careers What is the average salary of a Customer Success Manager? “Do a job you love and you’ll never work a day in your life.” At some point in our lives, we’ve all heard something to that effect. And every last word of it's true. But the amount of money you’re compensated for your labor drastically affects the type of role you take....
Members-only Customer success careers Get the job you want: 5 ways to nail your Customer Success Manager interview When preparing for a Customer Success Manager (CSM) interview, knowing what to expect and being ready to demonstrate your skills and experience effectively is vital. You might have the perfect experience under your belt, but if you don’t present this correctly, it could cost you the job!...
Members-only Customer success careers How to transition into customer success from any customer-facing role Before I broke into customer success, I did practically every customer-facing job you can think of. I've been a waiter, I've been a barman, I've been a chef, I've been a cleaner, I've run a cafe in Sydney… I could go on. Along the way, I picked up a lot of skills that I still use to this day....
Members-only Customer success careers How customer success can thrive in a non-SaaS company This might sound trite, but there’s nothing more important than putting the customer experience at the center of your business decisions. It will improve your reputation, grow your revenue, and help you retain both your clients and your teams....
Members-only Customer success careers What do tech layoffs mean for Customer Success Managers? Every day there are more and more stories about people, mostly in tech, getting laid off. It’s not only tech, as things have a tendency to reverberate through nearly every industry. The fear of a recession has a lot of companies getting rid of ‘bloat' or excessive overhead....
Members-only Customer success careers The truth about a career in customer success Like most things worth a dime of your time, customer success isn’t bridled with a black-and-white, two-dimensional definition. There’s a whole lot more to the genetic makeup of CS than meets the eye. But what is it like to actually work in customer success?...
Members-only Customer success careers How to spot a high-performing Customer Success Manager One of the challenges I had in the earlier days of building out a customer success function was developing predictable renewals and expansion measures. For context, this was when we were still collecting performance data and our historical data could not yet provide sufficient predictive power....