Customer Success Blog
Over the past seven years, our team of active customer success professionals have worked to create a library of inspiring and helpful resources for leaders and CSMs. Our topics include management, designing programs, developing skills as customer success professionals, and engaging with executives.
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Stop Rewarding Burnout - Rethinking the “Hero CSM”
The strongest CS teams aren’t full of heroes. They are built on healthy teams, smart processes, automation and rewarding results.
Become a Certified CSM with The Success League!
A new cohort is forming for our upcoming series beginning on April 24, 2025. Sign up today!
Job Titles in Leadership Are A Mess: Let’s Clean Them Up
Too many SaaS leaders have the wrong title, and it’s hurting companies. Let’s break down what each role should mean and how to get titles back on track.
Because Great CSMs Sell, Too
Our CSM Selling: Driving Retention & Expansion Value 5-class training program is for you!
The Rise of CS Ops: Why You Can’t Scale Without It
Customer Success has become a critical growth driver for SaaS businesses. Is the lack of CS Ops holding you back?
*NEW* Workshop! What To Do Before Stepping into CS Leadership
Don’t miss our NEW workshop on how to go from a CSM to CS Manager! Discover the most in-demand leadership skills to get noticed and step into a leadership role with confidence. Learn more here.
CS Leadership Shouldn’t Require a Magic Wand
It needs the right tools, strategic backing, and a seat at the executive table. Make sure you set yourself up for success—not survival, before you even get the job.
Not All Red Flags Are Obvious: The Subtle Signs of Customer Risk
Find out how to pay attention to both the classic signs of churn risk and more subtle indicators.
Why Customer Journey Mapping is Essential for Digital-First Businesses
A well-designed customer journey isn’t just about solving problems; it’s about anticipating emotions and proactively delivering moments of delight.
Why Managers Matter
Investing in developing strong leaders within your company will reap benefits. Here’s why.
CS Considerations for SMB and Non-SaaS Organizations
As customer success continues to evolve, so must our strategies. Find out how to recognize these nuances and adjust accordingly.
Senior CX Leadership: Being the Voice of Change
Leading through a period of significant change is one of the biggest challenges you’ll face as a CX leader. Check out these tips help you make change smoother for your team.
How Great Product Storytelling Helps You Ace Your Customer Onboarding
When customers connect emotionally with your product's narrative, they’re more likely to stay beyond the first month. Find our more from our Guest Blogger this week, Sakshi Pratap, Founder & CEO at Hexus AI.
Become a Certified CSM on Your Own Schedule
Click through to check out a preview of what our digital classes look like and get started on your career development today!
Leading with Vulnerability: Ryan Holiday’s Masterclass Through a CS Lens
Uncover three practical ways to give advice to your direct reports, particularly if offering feedback makes you uncomfortable.
Customer Success for Introverts: Asking Great Questions
Tips and tricks for asking great questions and seeming like an extrovert, while supporting your introverted side.
Making Changes in 2025? Start Off with a Solid Foundation
Here's a list of areas to revisit when your Customer Success team is facing new challenges.
ChurnZero’s Article on 2025 CS Trend Predictions
What’s coming for CS in 2025? Find out how to position yourself for rapid change and notable anticipated trends according to industry experts.
The Importance of Product-Led Onboarding in SaaS
Product-led onboarding is no longer optional; it’s essential. Find out what it is and why it matters.