Any job search platform these days will show there are thousands of customer success (CS) positions waiting to be filled. According to research by Gainsight, a customer success software platform, ...

How do you sell a solution to a perceived problem? How do you convince an organizational leader that you have the product that they need to grow the business and make them a hero in the story? That’s ...

In my last article, I discussed why a dedicated Customer Success (CS) department is essential for B2B service organizations, especially those in technology and SaaS. We covered the strategic role of ...

Customer success has become a fast-growing field in the tech industry as more companies seek to differentiate themselves from the competition with a personal touch. That said, there’s no one-size-fits ...

The cost of engaging a company for legal services or products is a substantial investment for the client. They expect—and deserve—a premium return. Throughout the 11-article "Lift Your Sales" series, ...

Today’s business environment is tough — as such, customer success has become a crucial aspect of generating revenue. It’s no longer enough to simply acquire new customers; retaining and expanding ...

Customer success (CS) seems to be right in the bullseye of what this first wave of generative AI is likely to impact. Some recent indications of this are Klarna’s incredible results deploying AI ...

However, like other fractional roles, hiring a fractional customer success leader can bring scale, and expertise to help build your future full-time team. For early companies, fractional customer ...

Reverse-engineer success. Reverse-engineering customer success by analyzing what already works allows for clearer, more impactful goals and strategies. Focus on metrics. Shift focus to actionable, ...

Imagine you're in a departmental meeting, and a person from your customer success department is speaking about "NRR," "NPR," "CHS," "churn" — and you stopped listening five minutes ago after ...