The Why Of Scaling Customer Success

The fundamental scaling challenge facing a customer success function is relatively simple to state. “How do we provide the most effective guidance and support to all of the appropriate stakeholders across our customer base using the most cost efficient engagement...

The Best CSMs Are Thoroughbreds Not Pack Horses

At the dawn of the customer success age SaaS companies had a problem: churn. CSMs were born in companies like Salesforce specifically to help understand and address this critical issue as it became clear that churn was a serious risk to their business. I first met...

Outcomes From A Customer Success Focus

Customer success is best seen as a company responsibility rather than as something owned by a function even if much of the day to day direct execution rests with the CSM team. It’s hard therefore to fully define customer success outcomes unless you’ve been through a...
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