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Have you ever been in a situation where there just aren’t enough hours in the day to get everything done?  Or perhaps you’re about to…

I was given a unique opportunity in 2018, managing a team of over 150 post-sales professionals who were responsible for retaining and growing thousands of…

This story was originally published in TechCrunch. An old maxim among courtroom litigators states that you should only ask a question of a witness when you…

How will we look back on 2021 and 2022 years from now? I’m sure partly, we will reflect with shock. How did we ever think…

During times of economic uncertainty, the secret to survival is to double down on your customers. That doesn’t mean just more time with Customer Success…

In his memoir, Charlie Beckwith, the founder of the US Army’s Elite Delta Force, stated that risk is inherent to any job worth doing. What…

If there’s one thing every customer success (CS) leader is talking about these days, it’s digital customer success.  The notion of having to scale or…

This article was authored by Sheryl Estrada, Senior Reporter at Fortune, and originally published in Fortune CFO Daily.  Employee burnout is real and can be heightened by inefficient…

You work hard to build trust and deliver value at every stage of the customer journey. Your day-to-day stakeholders see and appreciate your impact. Don’t…

This article was originally published in CIO.  It’s said that every company is now, at least partly, a software company, which is undoubtedly changing the…

Customer Success (CS) leadership roles can be hard to define. If you interviewed 100 SaaS CEOs about what’s in and out of scope for a…

This article was originally published in Entrepreneur.  Good news seems to be a scarce commodity for most SaaS companies these days. Publicly traded stalwarts have seen their…

With Pulse Europe 2022 in the rearview mirror (we can’t believe it either!), it’s time to reflect on our top moments from the conference. Robin…

There is increased pressure on tech buyers to make sure there is a clear need, quick value, and obvious ROI for any software purchase. This…

This article was originally published in Fast Company. Interest rates are soaring. Currency pressure is mounting. A recession may be looming. These macroeconomic headwinds are…

Sadly, Pulse Europe 2022 has concluded, but that doesn’t mean we can’t reminisce on our and your favorite moments. Take a look at some of…

Here are our top Pulse Europe 2022 takeaways from Gainsight’s Adam Joseph, Regional VP of Customer Success, EMEA As I reflect on the events of…

Originally published on inSided.com on November 17, 2022. If you work in SaaS, you feel the belt-tightening and the pressure to sustain growth heading into…

Last week, the Pulse community gathered in London for Pulse Europe 2022 to discuss new research, exchange ideas, and take a few victory laps around…

I get an email almost every day from other CEOs or CXOs that goes something like this: “What’s a good metric for… [Growth Rate /…

Pulse Europe 2022 is here! The event theme “Together, We’re Unstoppable” came to life at the opening keynote by Nick Mehta, CEO of Gainsight. Along…

The concept of being bionic can conjure up a lot of different visuals depending on your age. It might make you think of… The Terminator……

This article was authored by Sheryl Estrada, Senior Reporter at Fortune, and originally published in Fortune CFO Daily.  KPIs, or key performance indicators, measure how…

This article was originally published in Built In.  Previous tough times have improved SaaS. This time, it shouldn’t be any different. If you’re my age…

Okta’s 2022 GameChanger Award win showcases how CS Ops and Gainsight can take on just about any challenge. Their entry detailed how they used the…

Learn how customer, community, and product-led strategies can build long-term, efficient growth It’s our favorite time of the year—again! If you’re still nursing a case…

This article was originally published in Forbes.  In theory, customer success (CS) and product teams should be the best of friends, even BFFs. In practice,…

This article was originally published on All Business. I’ve always longed for an archnemesis. I know that may sound strange, but I’ve seen enough superhero…

The countdown is on and we’re pumped about Pulse Europe 2022—live, in person, and in London. It is a celebration of all things related to…

Stay focused on your mission and realize durable growth with product analytics Multi-product companies have a lot going for them. They’re dynamic organizations that increase…

We all know the catchphrase: Keep calm and carry on. It’s so ubiquitous, it’s almost a cliche, appearing on t-shirts, coffee mugs, and posters everywhere.…

“What is ROI? How do you measure it? Is it different for every customer?” These are just a few of the questions that customer success…

The state of the SaaS market right now is stress-testing the growth strategies of all kinds of SaaS companies.   But the companies that are…

This story originally appeared in DestinationCRM. The practice of customer success (CS) has evolved rapidly over the past decade. It’s no longer about just playing…

As the technology market enters a new phase, SaaS leaders face a challenge: how to grow their businesses efficiently. The answer? A well-oiled customer success…

For companies who are just getting started, or who are early in their customer success journey, a common challenge is alignment. Specifically, alignment becomes challenging…