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By Kristen Hayer
Fall planning is underway, which means the headcount conversation is coming. Your CFO already has a number in mind for how many customers or how much ARR a CSM should carry, probably from something they read. The trouble is that the benchmarks out there vary widely. In...
Will we see you in Nashville?
If you will be in or around Nashville during the ChurnZero ZERO-IN 2026 Conference on Nov 5-6, 2026, we would love to see you!
By Kristen Hayer
Several of our customers have asked the same question in the past few weeks: how should we segment our customer base? It’s a good question, and it often gets answered too quickly, usually by borrowing the model the sales team already uses. That shortcut is understandab...
Ambitious CSMs want more than another course or a bigger book of business. They want:
meaningful development
individual feedback and
a clear path to greater responsibility
CSM Edge, led by CS expert
By Russell Bourne
“Be more strategic”. Are we really still saying this in Customer Success? According to quite a bit of content I’ve seen lately, yes. Clearly, the advice of the past hasn’t stuck, and we need a fresh look at how to accomplish a simple, targeted focus in our work.