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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How Will They Know?
If you’re doing a great job, how will your clients know? The short and sweet of it: Ask them!
Marketing + Customer Success = A CX Power Couple
CS leaders who engage with their marketing organizations can take advantage of opportunities to collaborate.
Traits of a Great Customer
Find out what separates the customers who test our resolve from the ones who we can’t stop raving about.
Block the Noise
Find out how to peacefully work cross-functionally in Customer Success by clearly defining shared activities and who’s doing the work.
Our Only Role in Customer Escalation
Look at the of physiology of how humans work and the important role this plays in Customer Success.
Escape Reactive Doom: Map Customer Journeys
Tips how to carry out proactive touchpoints that matter to the customer.
Customer-First Touchpoints
Find out how to identify your customer’s preferences and utilize them to create their customer journey.
Teaming Up: Building a Cross-Functional Customer Journey
Find out how to move away from a chaotic “all hands on deck” approach to something that is better for both the customer experience and internal efficiency.
3 Action Items to Landing Your Dream Job
Take advantage of the strategies, whatever your future career goals may be!
Shifting Your Customer Success Organization From Activities to Outcomes
Climbing the business outcome mountain is a challenging one. Read for tips to transition your CS team to think this way.
Scaling the Front Line
Dig into the significance of optimizing front-line customer touchpoints.
Selling as a CSM
CSMs who have done a great job of building strategic relationships with their customers are in the perfect position to sell.
In Defense of Customer Success
Customer Success isn’t dead if you want your software company to succeed.
Authenticity is a Super Power: Six Tips for Being Your Most Successful Self
Being confident enough to be your true self is a gift to your company, and it makes work more fun too!
Being the Main Character
Find out how to become the person your customer can depend on to tell the truth and provide guidance.
How to Get Your Resume Noticed in a High Volume Applicant Market
Staying positive, focusing on building strengths, finding a good fit, and taking time to personalize your application can make a world of difference.
Digital Journey Does Not Mean Automatic Journey
A digital journey is a full-on journey with some carefully curated automated processes.
Retention, Revenue, and AI in CS with Parul Bhandari
Discover how AI and strategic insights are reshaping retention and revenue growth in Customer Success.
Leading an Experienced Team
Leadership is a position on a team not just something you earn with age and experience.
Jeff Heckler on Demystifying Job Titles in Customer Success
Learn about the pitfalls of the Head of CS title, career advancement and leadership considerations, and title significance.