Customer Success Tips & Advice

I know you're doing great work ... Does everyone in your company know? One of the biggest misses I see from professionals, especially those looking to move up, is that they assume people see everything they do each day to drive impact. Well I am here to tell you, they don't. No one really knows how hard you had to work to onboard that challenging customer, or how many calls and proposals you prepared to close that big upsell, or how you had to prepare to have a tough conversa

Hey Customer Success friends ... STOP LETTING SALES DEFINE YOUR IDEAL CUSTOMER PROFILE! I love chatting with CS teams about Customer Fit, especially when this comes up as a churn theme. My first question is always, does your company have a defined ICP? My second question is ALWAYS, who defined your ICP? More often than I care to admit, the folks I chat with will tell me that their sales team defined it. Now listen, maybe in early stage companies where you are learning your cu

Ready or not we are in the Q4 holiday season! I'm sure you're planning your own PTO - Few days surrounding Thanksgiving, maybe a week off during Christmas, but guess what, so are your customers. Most Customer Success teams see an increase in the number of renewals in Q4 impacted by historical buying cycles which means not only do you have more to do, you have less time to do it. Similar to years past, I ask that my team work diligently to close out all of their Q4 renewals be

You only have one chance to make a first impression and when it comes to starting your relationship with a new customer it's important to come prepared. The first and easiest way to ensure you will be prepared for your initial discussion, and for the duration of the partnership is to start with research. As a former CSM I would always make sure to know as much as I could stepping into the relationship and found a few resources best supported my efforts. Website: The easiest p