Resources
- Interview Flashcards for CS Leaders – Nail your interview. Land the job.
- Accomplishment Tracker – Your fast-track to raises and promotions!
- The Best Books for CS Leaders – The books that taught me the most about CS Strategy, Leadership, and Human Behavior
- The Focus Formula – Protect your calendar and make progress every day!
- Delegation Worksheet – Stop trying to do it all!
Blog
Why You Should Be A/B Testing in Customer Success
It honestly boggles my mind that A/B testing hasn't made it's way to Customer Success...As a Customer Success Leader, if you're not moving forward on strategy, you're not doing your job. Yet between being pressed for time and getting buy-in, it can feel almost...
Building a Customer Journey Map: A Step-by-Step Guide for Customer Success
A Customer Journey Map is the foundation of your Customer Success Strategy. Yet most CS leaders skip it. Why? Because it's damn near impossible to find a simple explanation online of WHAT it is and HOW to accurately map it out. That ends here. This article will...
Read This Before You Buy a Customer Success Tool (2023)
Looking to buy a customer success tool? WAIT!!! There is no easy button in Customer Success. No matter how amazing a CS tool is, YOU have to put in the work to get it there. Read below to learn what to do BEFORE you buy a Customer Success Tool so you do it right the...
Customer Advocacy: How to Turn Your Customers Into Brand Ambassadors
Customer advocacy is the act of publicly supporting a company or product. In the social media age, this takes the form of a positive online review, social media sharing, or even speaking at an industry event. There are many benefits to customer advocacy, such as...
5 Easy Steps to Teach CSMs to Sell – Without Selling Their Souls
Want to teach CSMs to sell? It might not be that easy. Here's why: Most customer success managers hate sales. They see it as sleazy and manipulative, and not in line with what Customer Success is there to do. CS...
5 Simple Steps To Setting Boundaries in Customer Success
You’re a Customer Success leader. You want to help. You’re “nice”. These are all great qualities – but they can kill your department if you don’t have the right boundaries. Boundaries in Customer Success are essential. But there’s good news. Setting them...
Customer Segmentation – The Next Level of Customer Success
If you've been in the world of SaaS for any time at all, you've likely been told that customer segmentation is important. The idea behind segmentation is usually so you can build different touch models. High-touch for Enterprise, Mid-touch for SMB, and...
Customer Usage Data can Supercharge Your Customer Journey
Customer usage data can seem intimidating. As Customer Success professionals, we might not be used to working with it. Thankfully, it's not as tricky as it seems - and it can be the key to nailing your customer journey! I have a confession to make: I used to hate...
Here’s What Happens When you Stop Complaining For 3 Days
The harder leadership challenge I’ve ever done? A 3 day fast. 🫢 Not from food - From complaining. It had snuck up on me. For some reason, it had become the way I related to people. I blamed it on being a New Yorker. We're all companionably...
5 Questions to Uncover Red Flags in CS Leadership Interviews
Red flags are easy to ignore. Especially when you REALLY want to get out of your current job -- or get any job at all! But customer success can get messy fast. And CS leaders are especially vulnerable. Here's how to spot the red flags in a Customer Success Leadership...
This Accomplishment Tracker is my Ultimate Career Hack
An accomplishment tracker is the single most powerful tool you can have for your career and your bank account. I call it my secret weapon. 💸 It’s helped me get raises, new jobs, and even side hustles. But like any other weapon, you need to be trained in how to use it...
How to Give Negative Feedback – Without Killing Morale
Giving negative feedback can seem like a lose/lose situation. If you call out your employee for doing something wrong, they're likely to (at best) get defensive or (at worst) quit. And if you talk yourself into believing that...
Featured Publications
Articles
- Top 50 Women Leaders in Customer Success 2022 SmartKarrot
- Transitioning From Peer to Manager CS Insider
- Are You Helping – Or Micromanaging? CS Insider
Webinars/Podcasts
- CSM to Director Career Path Success League Radio
- Navigating Your Career in Customer Success Gainsight Game Changers
- How to Chart Your Own Career Path in CS Customer Success Networ