There is a moment every Customer Success leader knows well. A moment that feels like your stomach drops through the floor. A CSM resigns. And the first thought that hits you is the one none of us says out loud: How the hell am I going to redistribute these accounts? Because let’s be honest with ourselves. Your team is already at capacity. You are already at capacity. And while you are trying to stay composed and strategic, everyone on your team is quietly thinking the exact s

Let’s get one thing straight: Renewals don’t just happen.   They’re not a due date. Not a Salesforce stage. Not a task on your CSM’s...

Early in my Customer Success leadership journey, I believed playbooks were the answer to everything. Renewal on the horizon? Playbook....

Have you ever scrolled through 12 pages of terms and conditions, pretending you’d read them, just to click “I Agree”? Yeah, me neither....

In this episode, we sit down with Kristi Faltorusso, a seasoned Customer Success leader and Chief Customer Officer at ClientSuccess, to...

Sounds Dramatic? Maybe. But It’s True. A few roles ago, I faced a major challenge: deprecating a product that our smaller customers...

The average tenure of a SaaS executive? 18 months. That’s not long. And if you’re in Customer Success, that means you’re constantly...