Selecting the right person for a Customer Success Management role is challenging, especially if you don’t know exactly what you expect them to do- their purpose, actions, and the cost of having one. It is then essential to identify first whether you really need a CSM in your department and your expected outcome.  If [...]

Writing your first Customer Success Management Resumé.  Becoming a Customer Success Manager isn’t easy. It takes time, effort, and dedication to get there. However, once you do, you’ll get to work proving the value is attainable and growth isn’t too far-fetched.  A CSM should be able to quickly identify frequent churners and take corrective [...]

The NPS for Customer Success Managers    Net Promoter Score (NPS) is a management tool that can gauge the loyalty of a firm's customer relationships. It is an alternative to traditional customer satisfaction research and claims to be correlated with revenue growth.  The NPS is based on one simple question: How likely are you [...]

4 Expertise Customer Success Managers Must Have    To be a Customer Success Manager, you should be the best.  With its growing popularity and importance, Customer Success has proven the value it can bring to the table- for companies and customers. Customer Success Managers are at the front, paving the way toward goal [...]

 Three essential data high NRR hides from the eye of a Customer Success Leader.  For SaaS companies, the ratio of recurring revenue to total revenue earned in the past 12 months is a critical metric that tells if they are growing efficiently. Calculating your Net Retention Rate (NRR) is one of the most [...]

Three major differences between Customer Success and Customer Support    Customer Success has proven its importance; however, not everyone is clear about precisely how it differs from other fields. One of the most common misunderstandings is that Customer Success is the same as Customer Support, or that the two concepts share the same [...]