Webinars
Churn shows up in relationships before it shows up in data. Gillian Stringer and Hana Gruzman share the early signals dashboards miss, how to add a human pulse to health scores, and how to turn gut instinct into a repeatable risk process.
Standard SaaS advice breaks with multiple products, mixed licensing, and scattered data. Henry Dillon and Fred Busche share how Maptek moved from reactive to proactive CS, cleaned data by priority, and simplified health signals that created noise.
Startup CS breaks the usual rules: weaker signals, messy data, and shifting priorities. Kourtney Thomas and Katherine Tattum share what to focus on in the first 30 to 90 days, when segmentation is worth it, and how to build structure without overbuilding.
Part II goes after the harder phase: prioritizing when the backlog never ends, scaling impact without headcount, and influencing without authority. Get practical guidance on the first metrics to track, capacity signals to watch, and actions that create leverage.
Step into CS leadership without guessing your way through week one. Irina Vatafu and Steve Finch cover the shift from doing the work to leading the work, building trust early, and balancing strategy with day-to-day pressure when everything feels urgent.
Gain expert insights on where “free CS” turns into expensive distraction. Clare Knight and Jamie Moquin break down what belongs in CS vs Professional Services, when to charge for onboarding, and how to package paid add-ons without creating chaos with Sales.
Learn how experienced CS leaders handle escalations without losing the room. Matt Woodward and Miles Goldstein share ways to triage fast, communicate clearly under pressure, and align internal teams so you protect trust while you fix the problem.
Get practical tactics from CS leadership coach Ramses Bossuyt on exec communication that lands. Learn how to turn CS metrics into business impact, structure updates for fast decisions, and handle high-stakes conversations without overexplaining.
CS Leadership Coach, former VP of CS
Discover proven strategies from CS leaders Angeline Gavino and Neha Singh (Principal CSM at Adobe). Learn how to navigate resource constraints, harness data insights to drive tough decisions, and build resilient, high-performing teams that thrive when standard playbooks fall short.
Discover proven strategies from top CS experts Mikael Blaisdell and Ed Powers: learn how to balance capacity planning, optimize resource allocation, and drive scalable customer success operations through data-driven, AI-powered methods. Uncover actionable tactics to align CS with business goals and ensure sustainable growth.
Discover proven strategies from CS leaders Sara Arreco, Christopher Warren Gash, and Porter William: learn how to lead effective customer journey mapping initiatives, implement scalable digital CS approaches, and drive strategic expansion through automated and CS-led methods for 2025 and beyond.
Gain expert insights from customer success leaders Amy Newbury and Cristina Moise: learn how to tackle the biggest challenges in preparing for customer meetings, prioritize key elements when time is tight, involve the right stakeholders, engage hard-to-reach decision-makers, and handle customers who don’t follow CS advice or skip meetings.
In Part II of our webinar, join CS experts De’Edra Williams and Saahil Karkera as they delve deeper into proving the revenue-driven value of CS. Learn how to demonstrate value on a limited budget, build a business case, motivate your team, and communicate ROI effectively.
Discover actionable insights from CS experts De’Edra Williams and Saahil Karkera. Learn how to identify crucial data points, enhance CS and Sales collaboration, align metrics with business goals, and leverage AI for smarter data aggregation.
We unravel the signs of potential churn, discuss effective onboarding and engagement strategies, and reveal how to measure and communicate ROI, ultimately guiding you through the essential steps to prevent churn and foster strong customer relationships.
Dive into the art of onboarding with CS experts Hannah Dean and Melanie Faye. Explore challenges, strategies to accelerate first value, setting clear expectations, navigating customer conversations, and the pivotal role of onboarding in renewals.
2023 in Review: CS Challenges and Goals for 2024. Join our webinar with CS leaders Anika Zubair, Erika Villarreal, and Jan Young for insights on CS metrics, advocating for CSPs, and setting 2024 goals.
What’s the right tool for customer success? Can you use a CRM for your CS activities? How to prove the value of a CSP? We’ve invited Carmel Granahan, a bonified SaaS and CS expert to help us answer these in our latest webinar.
Head of CS & Founder of Unify Success
In this webinar, experts from Supermetrics and Whale share insights on CS productivity. They discuss being a company's inaugural CSM, key metrics, managing demand for CS assistance, and articulating CS value.
Our CEO, Philipp Wolf, and Ingmar Zahorsky discuss ChartMogul's onboarding and nurturing strategies for high-value accounts, balancing manual and self-service account management, guiding account lifecycles, and using Custify to enhance CS.
We invite leaders Emilia D’Anzika and Julie Weill Persoffski to share insights on structuring CS Teams amidst AI and automation, discussing the contrast between PLG and sales-led strategies in enhancing customer success and company growth.
How do you fight churn? We dive into the remarkable story of how Forecastr significantly reduced churn by nearly 50% using Custify and its strategic insights.
Co-Founder & CEO at Forecastr
We invite Irit to explore the challenges of working with customer data and we discuss best practices for leveraging it to drive better outcomes. What is a customer data framework? What is a comprehensive data map?
CS Leadership Coach | Top 100 CS Strategist 2022
Quiet quitting is not a passing trend that should be ignored. Our latest survey, Quiet Quitting in CS 2023, has found that it’s a sign of deep problems within an organization. We’ve invited two awesome leaders from CS and HR to debate what this means for CSMs and their employers.
How do you create a solid CS strategy for the upcoming year? And most importantly, how do you stick to it? We invited Shawn Riedel to discuss how CS teams can plan for and remain successful in 2023.
Customer Success Consultant
Will 2023 in CS be heaven or hell? We bid farewell to 2022 with an all-star discussion of the challenges, trends, and changes CS professionals should expect in 2023.
We asked Jeff Heckler to share his insights into how SaaS businesses can better align their Sales with Customer Success. Check out this webinar to learn more about how CS and Sales teams can collaborate, what KPIs they should share, and more.
Customer Success Director at MarketSource
Onboarding customers when you’re managing complex B2B software can be a hassle; so we went to Peter Ord and asked for his secret recipe. In this webinar we crack the code of how good onboarding can impact NRR.
Founder & CEO at GUIDEcx
More often than not we do not take the time to understand “the reason why” behind the data. We do not correlate the quantitative with the qualitative part. How can you influence a number if you do not understand its story? The story is usually given by the customer.
Chief Churn Crusher
We welcome Efehan Çelik, customer success manager at UserGuiding, to debunk some of the most common user onboarding myths. This webinar yielded unique insights into user onboarding and product adoption.
Customer Success Manager at UserGuiding
What mistakes to avoid when scaling your customer success operations? We talk with Jennifer Chiang, author of The Startup’s Guide to CS, about what it takes to grow your team from one jack-of-all-trades to tens or hundreds of people.
Author of The Startup's Guide to CS
What’s the role of Customer Success in a product-led, self-service scenario? As the PLG model grows in popularity across the SaaS landscape, we analyze its impact on CSMs together with Claudiu Murariu, CEO and Co-founder of InnerTrends.
Founder at InnerTrends
Trusted & Used by the Best CS Teams:
Podcasts
Justin Camarata shares insights on keeping dozens of enterprise stakeholders aligned on why they bought. Learn how to research priorities from earnings reports, set 30, 60, and 90 day adoption milestones, and prove ROI in EBRs without pitching a roadmap.
Principal Customer Success Manager at Invoca
Cassandra Dehlot shares insights on planning enterprise CS in cloud security. Learn how to set onboarding milestones at weeks four, six, and eight, run success plans as the engine of adoption, and use AI to spot risk in support tickets.
Enterprise Customer Success Manager at Orca Security
Christina Cato shares insights on driving adoption with clinical staff in large health systems. Learn how to win buy-in from the C-suite and the front line, build a business case a CFO accepts, and why data needs the conversation behind it.
Customer Success Director at Kontakt.io
Kristin Maguire shares insights on tying AI to customer outcomes instead of treating it as an add-on. Learn how she uses Rocketlane's MCP connection with Claude, which AI signals flag churn and upsell, and why rapport never guarantees a renewal.
Senior Customer Success Manager at Rocketlane
Andrey Tirel shares insights on CS for CTOs and VPs of Engineering. Learn how to handle the build versus buy objection with technical buyers, measure adoption beyond logins, and use Glean and AI for analysis that once needed a data team.
Senior Customer Success Manager at Jellyfish
Frances Dupree shares insights on moving from legal operations to CS at a contract management platform. Learn what being the customer taught her, how the implementation-to-CS handoff works, and how to move hesitant users to adoption.
Principal Customer Success Manager at Agiloft
Eric Mistry shares insights on turning automation into a CS advantage at Zapier. Learn how to move customers from casual AI use to repeatable agentic workflows, what to automate first, and why empathy is the most important technical skill.
Customer Success Manager and AI & Automation Transformation Lead at Zapier
Rachel Weller shares insights on building CS teams from scratch across the US, EMEA, and APAC. Learn why a new region starts with the market, not the org chart, which unscalable tasks you cannot skip, and when to add technology versus headcount.
Head of Customer Success for the Americas at Canary Technologies
Kevin Andrews shares insights on stepping in to lead CS as a product person. Learn what to look for when hiring a Head of CS, why video counts alone say nothing about health, and how BombBomb ties video usage to deal outcomes.
Product Engagement Manager at BombBomb
Daniel Hyre shares insights on relationship-first CS at a digital signage platform. Learn how ScreenCloud uses AI signals to act before customers ask, why the real onboarding milestone is IT handing the platform to HR, and how to run win-back talks.
Customer Success Manager at ScreenCloud
Donia Hesham shares insights on managing 100+ accounts at an employee loyalty platform in the Middle East. Learn how to tier a portfolio, onboard where WhatsApp beats email, and why knowing your customer's targets is how you hit yours.
Senior Customer Success Specialist at WalaPlus
Konstantin Kleemann shares insights on bringing banking experience to CS on a two-sided working capital platform. Learn how to onboard buyers and suppliers, work across procurement, treasury, finance, and IT, and why early trust shapes everything after.
Senior Customer Success Manager at SAP Taulia
Noémie Tosser shares insights on CS when the product is human coaching. Learn how to measure behavioral outcomes instead of clicks, show HR teams the value of coaching without breaking confidentiality, and why stepping back is a CS skill.
Customer Success Manager at Simundia
Freddie Franklin shares insights on leading five CSMs across high- and low-touch programs. Learn how zeroheight uses Claude as a reasoning layer over its tool stack, what changed when CS took on revenue, and how to handle procurement at renewal.
Head of Customer Success at zeroheight
Pratiksha Tewari shares insights on running onboarding like product sprints at a conversational AI platform. Learn how to measure health when every use case differs, use AI to surface expansion before renewal, and why undercommitting pays off.
Senior Customer Success Manager at Tars
Oksana Aloshyna shares insights on building CS around relationships, data, and self-service. Learn how to re-engage unhealthy accounts, mix usage with human context in health scores, and why small teams should invest in a knowledge base early.
Strategic Customer Success Manager at ShortPoint
Lee-El Lewinsohn Primo shares insights on building CS at browser security startup LayerX. Learn why CS and technical support belong under one roof, how to measure time to value for a security product, and what to set up first in a new CS team.
Senior Manager Service Solutions at Akamai
Evgeniya Ioffe shares insights on leading CS at Bites while running its highest-touch enterprise accounts. Learn how to show value from the first interaction, why the team built its own CS platform, and why outcomes beat features in every conversation.
Head of Customer Success at Bites
Juliette Marland shares insights on building enterprise CS from scratch at Redis. Learn how to surface business value customers struggle to articulate, navigate four layers of stakeholders, and stop confusing activity with value.
Senior Customer Success Manager at Redis
Erik Törnblom shares insights on bringing football coaching to CS at a digital signage platform. Learn how to onboard customers with one screen or thousands, build a monthly sentiment report from AI call notes, and why saying no helps customers.
Customer Success Manager at PLAYipp
Victor Romijn shares insights on running CS solo at a fast-growing hospitality AI startup. Learn how to onboard boutique hotels and large chains, manage a full portfolio alone, and use Claude to prepare for tough client meetings.
Customer Success Manager at Runnr.ai
Sarah Young shares insights on CS for an invisible but critical product: precision timing in financial services. Learn why energy management beats new tools, where teams blame process for habit problems, and how to spot a quiet customer drifting away.
Customer Success Manager at Hoptroff
Anastasia Veriga shares insights on climbing from call center agent to Chief Customer Officer. Learn what she fixed in her first month as CCO, which KPIs she checks every week, and how she built a churn dashboard with Claude.
Chief Customer Officer at Videowise
Kate Panasenko shares insights on CS when every client gets a custom e-learning platform. Learn how onboarding aligns stakeholders on process, how to track health across five segments and regions, and why data hygiene comes before any AI use.
Customer Success Manager at Raccoon Gang
Patrick Ford shares insights on CS at a no-code platform where customers build their own apps. Learn why onboarding must sell two ideas, how a move from pure PLG to hybrid reshapes CS, and why most PLG customers still prefer humans to chatbots.
Customer Success Manager at Softr
Viola Marku shares insights on leading a lean, technical CS team after moving up from individual contributor. Learn how WunderGraph uses Claude to debug issues without engineering back-and-forth and how she stays hands-on with customers.
Head of Customer Success at WunderGraph
Veronica Bianchini shares insights on people-first CS for enterprise insights teams. Learn why customer silence worries her more than complaints, how to spot an oversold account, and how to prove value when success means better decisions, not usage.
Senior Strategic Customer Success Manager at Discuss
Katrin Loodus shares lessons from 10 years at RangeForce across content, support, and CS. Learn how deep product knowledge helps customers, how to measure cybersecurity readiness beyond course completion, and where AI cuts manual work.
Customer Success Manager at RangeForce
Nir Kalish shares insights on why an AI company still invests in white-glove CS. Learn what AI can and cannot do for customer relationships, how Blink Ops builds internal CS tools on its own platform, and how to decide between building and buying.
VP of Customer Success at Blink Ops
Alexandra Ardelean shares insights on CS during a post-acquisition integration. Learn why localizing playbooks for Poland took more than an AI prompt, how cultural differences show up in real calls, and why being a former customer is an edge.
Senior Customer Success Manager at BigTime
Silvana Prodan shares insights on running CS for global enterprises like Nestlé and Michelin. Learn how to manage champions and sponsors without losing trust, track adoption beyond logins, and use AI to free time for critical thinking.
Team Lead Customer Success at Bloomflow
Anne LiCata shares insights on getting pharma and life science teams to adopt an AI platform. Learn why change management is the hardest part, why classic SaaS metrics miss AI value, and why AI will replace customer service but not CS.
VP of Customer Success at Qoniq
Vlad Zholnerchuk shares insights on technical CS for teams building clinical data systems. Learn why he put engineers inside the CS team, how an AI agent reproduces customer issues in minutes, and which three roles to hire first.
CS Team Lead at Health Samurai
Kiko RodrÃguez Moreno shares insights on doing CS in cybersecurity with a linguistics background. Learn how to talk with technical customers, measure success on multi-year enterprise projects, and learn a complex product without an engineering degree.
Customer Success Manager at Wazuh
Dylan Berno shares insights on building a signal-driven CS function in fintech. Learn how Coast structures CS by lifecycle stage, runs an agentic system on Claude with Salesforce and Braze, and why data access is the first blocker to fix.
Head of Customer Success at Coast
Sarah Chipps shares insights on scaling CS at FMX through specialization and better systems. Learn which signals show a team needs restructuring, how automation cleaned up handoffs, and what helped her move from individual contributor to leader.
Manager of Customer Success at FMX
Mark Rocklin shares insights on running CS and revenue operations under one roof at CloudShare. Learn why answering every NPS response beat any new system, what breaks first as hands-on CS meets fast growth, and how to start a CS team with three people.
Director of Success Management EMEA at CloudShare
Beatriz Toledo shares insights on CS for nonprofits running digital fundraising campaigns. Learn how onboarding a migrating client differs from a new one, which early signals show an account drifting, and why rebuilding trust is harder than building it.
Customer Success Manager at iRaiser
Ebba Klementsson shares insights on building CS from scratch as Refapp's fifth employee. Learn why client conversations come before process, how segmentation changes from 50 to 1,500 clients, and how to create accountability in a flat team.
Customer Success Manager at Refapp
Agathe Nivet shares insights on treating onboarding as a value driver, not a training checklist. Learn how to run a POC that wins a long-term partnership, what to ask Sales for at handoff, and which early signals show an onboarding is on track.
Customer Success Manager at Spendesk
Alex Frunza shares insights on leading CS in enterprise automation. Learn what breaks first when CS works in a silo, how to own outcomes when partners deliver the work, and how to balance startup speed with enterprise decision cycles.
Head of Customer Success, Enablement and Support at Otera
Porter Williams returns to share how BrightHire's adoption model changed with AI hiring tools and the Zoom acquisition. Learn why core adoption is only table stakes, how early executive alignment protects renewals, and why messy data blocks automation.
VP of Customer Success at BrightHire
Hana Gruzman shares insights on growing from CSM to CS Ops while Agora scaled CS from 4 to 30+ people. Learn why specialized mini-teams raised quality, where health scores mislead, and how AI is improving the sales-to-CS handoff.
CS Operations and Enablement Lead at Agora
Advi Bishnoi shares insights on running CS like consulting for an infrastructure-as-a-service product. Learn how CS and Product share OKRs, why regional splits beat tiers for career growth, and how to pass 100 customers without losing quality.
Head of Consulting and Customer Success at social.plus
Dominik Nenicka shares insights on leading CS in fraud and financial crime prevention. Learn how to prove value when success means nothing happens, why CS and account management work better apart, and what to hire for in a compliance-heavy product.
Customer Success Team Lead at Resistant AI
Pietro Restivo shares insights on bringing a product owner mindset to CS. Learn why Mia-Platform organizes CS by industry vertical, how to formalize the sales-to-CS handoff early, and how to advocate for customers without overloading the roadmap.
Manager of Customer Success at Mia-Platform
Daniela Shikova shares insights on building trust with pharma and CRO teams in a heavily regulated market. Learn how to track jobs-to-be-done interviews as CS metrics, weigh feedback against product vision, and grow from solo CSM to a team.
Manager of Customer Success at TrialHub
Andrea Zen shares insights on moving from fashion buying into CS for supply chain traceability. Learn how to tame messy product data, guide brands through ESG regulation, and design low-touch experiences that still feel high-value.
Head of Customer Success at Fairly Made
Cameron Hogg shares insights on running CS in construction tech, where users work on site, not at desks. Learn how to win adoption from non-technical users, tie usage to compliance and cash flow, and read NRR as the clearest success signal.
Customer Success Manager at Onetrace
Gillian Stringer shares insights on moving CS from delivery to owning business outcomes. Learn why churn saves fail once intent is declared, when protecting the relationship backfires, and how CS-Sales alignment starts before the deal closes.
Senior Client Partner at N.Rich
Catalin Petre shares insights on running CS in a database scale-up with a lean book of business. Learn the health signals he trusts, how onboarding starts right after booking, and what to document tightly versus keep scrappy for speed.
Customer Success Manager at SeveralNines
Arek Czarnecki shares insights on switching from Sales to CS and building the function from scratch. Learn how to set early priorities across people and process, split Success and Support for scale, and use AI workflows without losing the human touch.
Head of Customer Success at Gridaly
Ellen Quirke shares insights on building CS from zero and adding process without slowing delivery. Learn how to structure roles across time zones, use NRR and churn with context, and balance onboarding, support, and product feedback.
Head of Customer Success at IRIS Audio
Simon Montgomery shares insights on running customer ops in regulated markets. Learn how to spot churn early, align Sales, CS, Product, and Engineering in onboarding, and blend automation with hands-on support for buyers and end users.
COO at ID-PAL
Ryan Miller shares insights on building CS in an early-stage startup. Learn how to shorten onboarding, support different customer types, and scale capacity with success plans, process, and smart automation.
Head of Customer Success at Cogniss
Jonny Davies shares insights on turning CS into a growth engine. Learn how to rebuild health scores around real behaviors, use automation and AI for faster execution, and drive expansion without eroding customer trust.
Head of Customer Success at Vixio
Sara Vera-Cruz Quintas gives insights on negotiation across the lifecycle, fixing adoption stalls, and running CS alongside Customer Care. Learn how to tighten Sales handoffs, align teams on outcomes, and turn
Customer Care and Success Manager at CargoFive
Glenn Debattista shares insights on scaling a lean B2B team, hiring for humility over ego, and building trust through community. Learn how a risk mindset sharpens decisions, sets realistic timelines, and uses AI to boost efficiency.
COO at BetStarters
Jeroen Kuiper shares insights on building purpose-driven CS strategies and balancing growth with personalization. Learn about cohort-based onboarding and creating sustainable impact through customer partnerships.
Director of Customer Success at OpenUp.
Grant Dutton shares insights on transforming CS from reactive support to proactive value creation through team alignment and clear processes. Learn about building trust across departments, establishing consistent customer interactions, and driving retention through strategic engagement.
VP of Customer Success at Submittable
Porter Williams shares insights on evolving CS team structures and delivering measurable customer value through scalable systems. Learn about adapting playbooks to organizational goals, implementing effective processes, and balancing team efficiency with sustainable growth.
VP of Customer Success at BrightHire
Aaron Spence shares insights on building scalable CS operations through well-defined systems and strategic team development. Learn about balancing growth with customer experience and creating sustainable success through people-first leadership.
Head of Customer Success at NoFraud
Bettina Berger shares strategies for managing CS teams during economic downturns and balancing hybrid work environments. Learn about aligning teams effectively and maintaining customer engagement through automation and purposeful collaboration.
Head of Customer Success at TalentAdore
Christopher Warren-Gash shares insights on transitioning from B2C to B2B success, managing churn risk, and driving sustainable revenue through customer-centric strategies. Learn about developing industry-specific approaches and proving ROI across different sectors.
VP of Customer Success at Sympa
Craig Taylor shares how his learning and development background shapes his digital-first approach to customer success. Learn about building effective CS teams, aligning success metrics with customer outcomes, and balancing automated touchpoints with strategic human support.
Head of Customer Success at SimplePoll
Philip Simon shares strategies for balancing hands-on leadership with team empowerment, implementing proactive engagement models, and scaling CS through technology. Learn about building relationship-driven success programs and leveraging platforms to maintain personalized customer experiences at scale.
Head of Customer Success at Rule
Discover how a diverse background in dance instruction and UX design shaped Karina De Alba's approach to customer success. Learn about building proactive CS programs from scratch, optimizing onboarding processes, and establishing effective retention strategies through customer-centric methods.
Head of Customer Success at Weglot
Discover how marathon mindset principles shape customer success as Mark Stagi shares insights on building CS in startups, balancing entrepreneurial approaches with scalable processes, and creating effective onboarding playbooks for continuous improvement.
VP of Customer Success at Avoma
Sandra Campo shares insights on adapting CS strategies across different business stages, from bootstrapped to venture-backed environments. Learn about balancing retention with scalability, implementing effective automation, and building versatile CS teams that drive customer value.
Head of Customer Success at Froged
Renata Pinheiro shares insights on building customer success in startups, balancing cross-functional priorities, and scaling CS teams effectively. Learn about transitioning careers into CS, implementing early success strategies, and leveraging technology to drive customer-centric growth.
VP of Customer Success at Zaptic
Josephine Kibibi shares insights on leveraging her HR background to enhance customer success, focusing on proactive engagement and personalized support. Learn about managing compliance challenges, balancing customer relationships at scale, and implementing effective CS strategies for long-term retention.
Manager of Customer Success at Workpay Africa
Jordan Wyner shares her experience transforming reactive support into proactive CS, managing sticky products, and building lasting customer relationships through strategic onboarding and customer success approaches.
Vice President of Customer Success at Softrip
Tune in to hear Mio Mattsson, Head of Customer Success at AlexisHR, discuss his journey from support to CS, the importance of data hygiene, and leveraging AI in customer success. Discover key metrics, proactive customer strategies, and how to keep your team focused.
Head of Customer Success at AlexisHR
Tune in to hear Anton Lagochniak, Customer Success Manager at SupplyHive, share his journey in CS, navigating complex industries, and balancing multiple roles in a startup. Learn about key metrics, collaboration between sales and CS, and effective team structuring.
Customer Success Manager at SupplyHive
Join Sara Arecco, Head of Customer Success at Antavo, as she shares her journey in CS, from building motivated teams to driving revenue through customer success. Discover insights on structuring CS teams, aligning with other departments, and leveraging AI for efficiency.
Head of Customer Success at Antavo
Join Alexandre Kinapenne, Head of Customer Success at Nodalview, as he shares insights on fostering a growth mindset, structuring CS teams, and overcoming challenges. Learn how Alexandre leverages data, automation, and a tailored tech stack to drive customer success.
Head of Customer Success at Nodalview
Join Amy Newbury, Head of CS at Kleene, as she shares key insights on scaling CS teams, structuring for success, and prioritizing tasks. Discover the importance of trust-based customer relationships, upselling strategies, and the role of AI in CS. Amy also highlights how to scale cautiously.
Head of Customer Success at Kleene
Listen as Ellie Yates shares her journey in CS, discussing how to structure a CS team, build strong sales relationships, and prioritize key tasks. Discover the crucial skills for CS professionals and the importance of selecting the right tool stack in this insightful episode.
Head of Customer Success at Signabl
Join Victoria Fritz as she shares her journey in CS, offering insights on aligning and uniting remote teams, maintaining strong relationships with sales, and the essential skills for success. Learn what to prioritize in CS and the critical role of customer feedback in this episode.
Head of CS and Support at SocialHub
Join Violeta Yuste as she discusses aligning and uniting remote CS teams, proving CS value internally, and the crucial role of data and KPIs. Discover strategies for prioritizing tasks and incorporating AI into Customer Success in this insightful episode.
Head of CS
Explore the inspiring journey of Chethan Kumar, from leaving school at 13 to leading major CS teams. Uncover his strategies for recruitment, aligning teams with essential KPIs, and proving the value of CS internally. Tune in for key insights on mastering Customer Success.
Head of Customer Success at Augnito
In this episode we invite Bérénice Carrega, Head of Customer Success at rzilient. Discover the essential skills for CS success, how to overcome challenges, structure a CS organization, track crucial KPIs, and explore top CS playbooks.
Head of Customer Success at rzilient
Navigate through 2023's CS hurdles with Keishla Ceaser-Jones. Gain insights on crafting a winning CS strategy, tackling CS challenges, choosing appropriate tools and technology, hiring the right team, and Keishla's outlook for 2024.
Sr. Director and Partner Success at EAB
Discover the transformative power of Voice of the Customer programs with Gillian Taylor. Learn effective recruitment strategies, ways to enhance CS team performance, selecting the best CS tools, learning from past mistakes, and Gillian's forecasts for 2024.
Customer Success Leader
Dive into 2023's CS landscape with Matt Kelso, exploring the challenges and the influence of data on CS strategies. Uncover key success metrics, insights on building a robust CS team, the art of internal CS advocacy, tool selection strategies, and Matt's predictions for 2024.
Customer Success Leader
Explore CS strategies in education with Laura Litton. Address CS team challenges, the selection of tools, team-building insights, common mistakes, and anticipate CS developments in 2024.
Director of Success
Dive into CS trends in 2023 with Parker-Chase Corwin. Discuss CS challenges, the importance of team alignment, crucial metrics, fostering departmental alliances, internal CS promotion, budgeting tips, and 2024 predictions.
CS & CX Consultant
Unpack the challenges CSMs face and the critical role of data in CS success with De’Edra Williams. Learn the keys to demonstrating CS value, essential roles, recruitment strategies, vital KPIs, and what to seek in a CS platform.
Customer Success Leader
Explore the multifaceted world of CS with Sadie Shepard, Advisor and Owner at SADESHEP. Delve into enhancing customer experience, tackling difficult customers, and refining CS processes. Learn about selecting the right tools, advocating for a CS platform, and navigating career challenges.
Business Advisor & Fractional Services Consultant
Join Michael Boyd, VP of Customer Success at Vanta, in a dynamic episode. Explore his decade-long CS journey, learn about CS in security-focused environments, understand evolving challenges, and discover key KPIs. Gain insights into AI's impact on CS, budgeting strategies, and predictions for 2024.
VP of Customer Success at Vanta
Join Eleni Vorvis, a seasoned CS Leader & Consultant, in our latest podcast episode. Discover strategies for 2024, top CS events, influential experts, and ways to overcome new team challenges. Learn about enhancing CS-Sales collaboration, choosing the right tools, and upcoming CS trends.
CS Leader & Consultant
Explore the world of Customer Success with Tracie Zamiska in our latest podcast episode. Learn about starting in a new team, leveraging AI tools, handling complaints, and effective CS-sales collaboration. Gain insights on key metrics, individual KPIs, and CS predictions for 2024.
Customer Success Leader
Join Will Stevenson, Founder and COO at Onboard.io, as he explores the nuances of customer success in SaaS and B2B. Learn about prioritizing tasks as a new CSM, balancing focus with multitasking, and building a skilled CS team in this insightful podcast episode.
Customer Expert
Explore customer success insights with Adam Smith in our podcast. Uncover his strategies for deepening customer relationships and driving CS success. Learn how to create impactful experiences and foster loyalty.
CS Executive
Join J.P. Scoville, a seasoned CS Leader, in an insightful discussion on refining customer success strategies. Discover effective techniques for enhancing team performance and elevating customer satisfaction and loyalty.
VP of Customer Success at Cinch
Dive into a compelling session with Parul Bhandari, Customer Success Leader, as she unveils key strategies for building a dynamic CS team. Gain insights on tackling customer success challenges and boosting engagement and loyalty.
CS Strategist
We're joined by Con Cirillo, Director of Lifecycle Marketing, as he shares invaluable insights on sculpting an effective CS team and shares tips for avoiding common CSM pitfalls and mastering customer churn, retention, and advocacy.
Director of Lifecycle Marketing
Your success is our mission. Our resource library is designed to empower you and the broader customer success community.
Let's grow together.
Ebooks
The big book of Churn
Usage guides
The definitive guide on SaaS churn: everything we know about preventing customer churn and reducing MRR churn, with examples.
Customer Heatlh Score Guide
Usage guides
Customer Health Scores and customer success are essential to one another. This free ebook will guide you through setting & using health scores in your SaaS.
Customer Success Strategy
Usage guides
Free pdf guide with Everything you need to know about creating your first customer success strategy. With detailed examples and insights.
How to properly scale your customer success operations
Usage guides
Short guide that will help you scale your customer success operations. From influencing factors to the essential steps for each growth phase.
Selling the
Customer Success Story Internally
Usage guides
While companies understand the relevance of CS, they need a data-backed argument in order to allocate proper funds. This guide helps you advocate internally for the CS department.
The Role of Data in Customer Success
Usage guides
In a SaaS you have on average 70–90% of revenue coming from retention & expansion. So why are CS teams equipped with incomplete, low-resolution data? This guide can help you fix this.
How to Improve Your Customer Journey with a CSP
CS guide
A comprehensive guide with practical examples and insights on how to use a customer success platform to optimize your customer journey process.
The Internal Handoffs eGuide
Usage guides
Discover essential strategies for seamless internal handoffs with our eGuide, ensuring smooth transitions and enhanced collaboration across teams.
Streamlining the QBRs eGuide
Usage guides
Explore our guide on streamlining QBRs, packed with practical strategies and insights to enhance efficiency and client engagement in your business reviews.
The CS Customer Communication Guide
Usage guides
Enhance your CS team’s customer communication. Discover strategies to boost engagement and reduce churn using a CSP in our free eBook.
Automation in CS eGuide
Usage guides
Unlock personalized CX with our eGuide. Learn to use a Customer Success Platform to tailor interactions, boost engagement, and drive growth through segmentation, automation, and tracking user progress.
Enhancing CS Through Data eGuide
Usage guides
Unlock the power of data in CS with our eGuide. Learn how to identify trends, measure customer health, personalize experiences, and make proactive decisions using a CSP. Enhance your customer journey and drive growth through data-driven strategies.
Personalizing CX eGuide
Usage guides
Discover how to enhance your customer journey through automation with our eGuide. Learn strategies to automate onboarding, communication, and data analysis, saving time and improving consistency.
Churn Calculator
Saas tools
Do you need a simple way to calculate your Churn Rate projection? Use the SaaS churn calculator and understand your current situation.
ROI calculator
Saas tools
What’s customer success worth? This calculator simulates the potential return on investment your business could realize by implementing a CS software.
Customer Success Uncovered 2024
Study
Get the inside scoop on what CSMs really think about their jobs, salaries, and career prospects, as well as the current state of the customer success industry.
Quiet Quitting & Employee Retention in CS
Study
Statistics and insights into the challenges and difficulties CS/CX staff face every day. Get an authoritative picture from over 570 participants.
Understand your Users, Improve Retention and Create Customer Delight
From growing SaaS businesses to large enterprises, Custify's customer success management platform helps teams around the world achieve meaningful results:
*Based on a 12-month sample of active Custify clients and factoring in new revenue, saved cost and saved churn.
What Customers Say About Our Customer Success Platform
From growing SaaS businesses to large enterprises, Custify's customer success management platform helps teams around the world.
Custify helps us to identify upsell opportunities and churn risks very quickly. We now have better retention and a higher customer lifetime value. If you’re looking for a CS tool, this is an easy decision.
Custify helps our success team to strategically manage our customers' life cycle. We can now instantly identify churn risks and use a data driven approach to onboarding, product adoption and health scoring. Custify is a no brainer for subscription businesses.
We saw ourselves reflected in Custify. Two small companies trying to really disrupt an industry and try to do something different. We were just excited to work with a company like that.
Custify helped us integrate their customer success management solution within weeks. We've gained a 360 degree view of our clients & it has allowed us to improve our customer focus and further refine our CS strategy. Their solution is scalable, easy to deploy and very user friendly.
If you're going to integrate a brand new tool into your day-to-day operations, you want to make sure that the people behind the tool are the ones with whom you see yourself doing business for a number of years. We felt safe investing in Custify because we know that they care about the product and its functionality & performance.
We've watched NRR grow steadily a lot over the past year, as we've doubled down on our customer usage, without increasing headcount. 90% of what we built is either an automated sort of email connection or automated task reminders.
Our SaaS is quite complex and offers multiple integrated solutions. Even in this scenario, Custify has proven to be a great tool. Our CSMs get a holistic 360 view of each customer and their interactions. On top of this, their support exceeded all our expectations.
Since using Custify we could manage more customers per CSM and we could identify customers that needed our attention. It allowed us to be more proactive on a daily basis and automate manual tasks. The process became really streamlined and it helped us become better for our customers.
Custify freed up more time for our team to focus on the parts of the job that they enjoy and remove the manual tasks and the things that they don't particularly like doing quite as much.
We use Custify to reduce unwanted customer churn. The setup was fast and easy for our tech team. Now our Customer Success Team can't live without Custify anymore.
We feared that the integration would wind up taking a lot of developer time, but we finished in less than half a day thanks to Custify’s concierge onboarding.
The most important aspect of working with Custify is that they are very keen to hear and act on customer feedback. Dialogue is key - new product releases often have features that are useful to us. Their CSMs, proactively reach out once feedback that was important for us, has been implemented.
Custify's easy integration and native compatibility with platforms like Intercom and Hubspot streamlined our data centralization. Segmenting customers for targeted automated communications has been a game-changer.
Custify transformed our approach, consolidating information from scattered sheets to one efficient hub with insightful dashboards and dynamic health scores. Thanks to its integration capabilities, our team is now faster, more productive, and closely connected with our clients.
Custify’s standout features, the flexible calculated metrics and the visual playbook builder, enable our data-driven company to extract meaningful insights from our customer data. It provides a comprehensive view of our Customer Success impact, from broad overviews to detailed individual customer analyses. With real-time notifications on upsell opportunities and actionable insights for both our Sales and Product teams, Custify is an essential tool for informed decision-making.
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Utilizing Custify, we've seen a significant increase in tool adoption, underscoring the value of health scores. The ability to instantly assess a company's performance and track user engagement trends has greatly empowered our customer success team. This has shifted their focus towards enhancing customer experiences, leading to higher engagement and referrals. Essentially, health scores have been pivotal in our strategy to understand and support our customers more effectively.
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Since integrating Custify, we've consistently exceeded our core KPIs, improved our retention rate and boosted our upsell revenue by 25 to 35% monthly. Coming into this role after Custify was onboarded, I've seen firsthand how much easier it is to manage these critical metrics. It’s a game changer that supports my growth as a customer success manager, allowing me to focus effectively on our clients and drive our company’s success forward.
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Before Custify, I juggled multiple platforms and tasks, struggling to keep track of everything. Now, everything is centralized, and I can focus on our customers without getting lost in mundane work. We've become more efficient, and our ability to engage and support our customers has greatly improved.
Without Custify, we would be completely blind-sided. It has brought all our customer data into one platform and automated key processes, allowing us to focus on what really matters—driving customer success. Thanks to the real-time alerts and insights, we increased our expansion MRR by 43% and reduced churn significantly. The time savings alone have been invaluable for our lean team.
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When we started with Custify, we had been using another platform that was too complex and required a lot of technical effort to maintain.Custify made everything simpler—centralizing our data, improving our NPS by 20%, and automating workflows, which saved us about 15 hours each month. With Custify it’s easy to streamline your processes and focus more on customers.
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Custify has been a game-changer for us. Before, we were duct-taping solutions together, but now, with real-time insights and a holistic approach to customer data, we've significantly boosted customer satisfaction and made well-informed, data-driven decisions. This shift to proactive management has helped us reduce churn and better support our customers' success.
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Custify helped us shift from firefighters to a consultative team, without needing to hire more people.
The creation of our global health score process was definitely a milestone. We see Custify as a partnership rather than something we were sold and had to figure out on our own. That support has been what’s made this successful for us.
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