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Built to Serve: Your Customer Success Playbook

Welcome to Built to Serve: Your Customer Success Playbook. We’re here to share what it takes to build, run and scale a world-class Customer Success team. If practical, actionable, experience-based Customer Success expertise is what you’re looking for, you’ve come to the right place. So, who are we and why should you trust us with […]

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11 Important Questions to Ask Customer Success Manager Candidates

Before you hire a new customer success manager, make sure you have all of the information you need by asking these important questions.

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How to Boost the Morale of Your Customer Success Team

It’s important to keep the morale high of any customer-facing role in your SaaS organization, especially customer success managers.

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Fight Churn by Tracking Red Flag Metrics

Red flag metrics are excellent indicators of customer churn. They can help customer success managers identify why users churn so they can prevent it.

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Get Ahead of Those Fires with Deep Work Time

Deep work is a productivity system that not only helps you produce better work, but also trains your brain to be a more productive person.

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8 Customer Success Myths That Need Busting

Customer success is a new, growing discipline. That means there’s a lot of misinformation floating around that I’d like to clear up.

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The Difference Between Customer Success and Account Management

Customer success and account management play two important but different roles within a SaaS organization. Learn how their roles differ.

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