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The CS Leader Your Team Won’t Leave

By Kristen Hayer

I talk to a lot of CS leaders about employee retention, and the conversation tends to follow a familiar path. When I ask what they're doing to keep their best people, the answer almost always focuses on comp...


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New Training: Project Management for CS Professionals

Onboarding. Renewals. Risk management. Customer health. Ever...


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The Practice Gap

By Whitney Littlewood

Customer Success teams have more access to training, tools, and enablement resources than ever before. Over the past few years, many organizations have significantly increased investment in Customer Suc...


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Is Your CS Program Built to Scale?

Here’s how to make sure it is.

Most Customer Success programs aren't designed, they evolve over time. A journey map gets created here, a compensation plan gets cobbled together there, and before long you're leading a team held together with ...


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What Poor Project Management is Really Costing Your CS Team

By Kristen Hayer

Customer success leaders spend a lot of time thinking about churn. They analyze product adoption, monitor health scores, and invest heavily in relationship-building. But there's a category of risk that doesn...


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