We all know how it works...a fledgling SaaS company releases a minimally viable product and starts bringing on customers. Early customers help shape the direction of the product and before... read more →
So it's starting to look like a pretty ingenious career move to get into the customer success profession. On LinkedIn's latest jobs report—the most promising jobs of 2019—Customer Success Manager... read more →
I frequently hear from customer success and sales leaders that two of the most common reasons for churn or downsell (revenue compression) are executive/sponsor change and lack of perceived value... read more →
Last month, I quit my position as head of Customer Success at my company, RD Station. It was a dream job for a CS leader, if I may say so... read more →
I had a great time at SaaStr this week. I hosted a panel on “How to Take Customer Success from Idea to Action” with three incredible customer success leaders: Ashley... read more →
What's the one question people are always asking you about your job? If I had to stack-rank all the questions I get asked by customer success leaders, the question of... read more →
Ask, “What’s next on our product roadmap?” and you might find yourself drowning in an overwhelming amount of opinions. There’s a tried-and-true way to cut through the noise and it’s... read more →
So you think you know your product… but just how deeply do you understand the value it provides? As a product leader, you’re the subject matter expert when it comes to... read more →
I don’t know about you, but I constantly think about measuring my life in "moments." Some of those measurements are profound. How many more Christmases will we have all together... read more →
How many of us have heard a business claim “our key differentiator is that we’re very focused on the customer?” And how often has that claim lined up with reality?... read more →