Here is a hard truth we do not talk about enough in Customer Success. Some of the customers we write off the fastest are the ones sitting on the biggest opportunities. I know. I know. It feels easier to focus on the shiny, well-funded, “textbook” expansion accounts. They show up to calls. They read your emails. They know what they want. But not every customer is that obvious. And honestly, thank goodness, because the obvious ones are only half the fun. The real magic lives in

I didn’t grow up in a white-collar home. My parents owned and worked in a delicatessen for over 45 years. Together, they ran that...

I used to believe success came from privilege. I was wrong. For most of my life, I let my upbringing, my education, my wealth, or lack of...

The greatest risk I ever took, was trying to play it safe. The greatest success I ever saw, was when I stopped. Over the past 13 years,...

In the first episode of season 6 of the Grow Your B2B SaaS podcast, we discuss how customer success helps B2B SaaS companies grow by...

Early in my Customer Success career, I had a bad habit. I blocked expansion conversations at the first sign of risk. If a customer wasn’t...

Today we talk to Kristi Faltorusso, who is a Chief Customer Officer, a LinkedIn Influencer, and CS Strategist. She’s a very big deal. ...