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CS Insights

Let me tell you what I really think about Customer Success.

Come along as I share my thoughts and advice on all things Customer Success and Leadership. Browse through webinars, podcasts, articles and more to get my perspective on CS and beyond.

Dec 3, 20242 min read

Take Control of Your Career: Why Self-Advocacy Is Your Secret Weapon

🚨 PSA: No One Is Going to Advocate for Your Career Like You Will 🚨 Here’s the cold, hard truth: No one—not your peers, not your...

Nov 20, 20242 min read

STOP Confusing Activity with Impact: Rethinking Engagement in Customer Success

Too many Customer Success (CS) pros are falling into a dangerous trap: equating activity with value. Let me be clear—more meetings do NOT...

Nov 18, 20242 min read

From “Excuses” to Impact: How CS Leaders Can Transform Churn Insights into Actionable Strategies

Raise your hand if you’ve ever been told your data-backed churn insights sound like “excuses.” 🙋 Yeah, same. Here’s the frustrating...

Nov 15, 20241 min read

"CSM's Have NO Sense of Urgency", says Sales

"Customer Success Managers have NO sense of urgency." That was the response I got when I asked a seasoned sales executive and well-known...

Nov 15, 20242 min read

Your Generic Health Score Is Contributing to Your Churn Problem

“Customer Success looks different at every company.” Everyone nods their heads in agreement, but then… why do most companies have the...

Aug 13, 20242 min read

Transform Satisfied Customers into Brand Champions

Imagine if your customers weren't just satisfied, but actively championing your brand. The key to unlocking this level of advocacy?...

Jun 28, 20242 min read

If Your Customer Success Team Isn't Defining Your ICP, You're Acquiring Churn

In today's competitive business landscape, understanding your Ideal Customer Profile (ICP) is crucial for targeting the right prospects...

Apr 30, 20243 min read

The Power of Being Easy to Work With in Customer Success: A Collaborative Approach to Success

In the world of Customer Success, there's a quality that often goes overlooked but can make a world of difference: being easy to work...

Apr 29, 20242 min read

The Marathon of Customer Success: Lessons Learned from Training Runs

As I wrapped up my final 12-mile training run before a series of upcoming half marathons in May, I couldn't help but draw parallels between

Mar 11, 20242 min read

Unleashing the Power of AI in Customer Success: A Comprehensive Breakdown

In the rapidly evolving landscape of customer success, the integration of Artificial Intelligence (AI) has become a paramount...

Jan 25, 20243 min read

Feedback: Ask and Maybe You'll Receive

In the fast-paced world of software bugs occasionally pop up like surprise guests at a party, best laid plans go unexecuted and...

Jan 12, 20242 min read

Does Your Customer Trust You? Maybe not if they aren't seeking your advice.

If your customers aren't seeking your advice and recommendations, it's a clear sign that they might not perceive you as an expert....

Jan 8, 20242 min read

Help Me, Help You: Guiding Your Customers to Define their Partnership Goals

It's still early January so I'm going to continue to talk about goals. Specifically customer goals. Everyone will always talk about how...

Jul 19, 20233 min read

How to Nail Your Customer Success Manager Interview

So, you've landed an interview for the exciting role of a Customer Success Manager (CSM) – congratulations! Now, it's time to buckle up...

Jun 20, 20232 min read

Smooth Sailing: The Importance of Managing Account Transitions in Customer Success

In the realm of customer success, managing customer transitions plays a vital role in ensuring seamless experiences and maintaining...

Jun 20, 20232 min read

Why CSMs Must Pay Attention and Address Clear Warning Signs

In the world of customer success, paying attention to red flags is crucial. As a CSM, it's your responsibility to ensure the satisfaction...

Jun 20, 20232 min read

Customer Success: Your Next Career Move for Unparalleled Satisfaction and Success

In a world where customers are the lifeblood of any business, the role of a Customer Success Manager (CSM) has emerged as a pivotal and...

Jun 17, 20232 min read

Take Credit for Your Impact or Someone Else Will

I know you're doing great work ... Does everyone in your company know? One of the biggest misses I see from professionals, especially...

Jun 17, 20232 min read

Stop Letting Your Sales Team Define Your ICP: CS Leaders It's Time to Lean In

Hey Customer Success friends ... STOP LETTING SALES DEFINE YOUR IDEAL CUSTOMER PROFILE! I love chatting with CS teams about Customer Fit,...

Jun 17, 20232 min read

Your Customers Are On PTO, Now What?: How to Get Ahead of Your December Renewals

Ready or not we are in the Q4 holiday season! I'm sure you're planning your own PTO - Few days surrounding Thanksgiving, maybe a week off...