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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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Strategic Sourcing and Customer Success

I’ve had the pleasure of working with Sourceress to help them build an amazing Customer Success team that delivers predictable renewals and expansions.Hear directly from Kanjun Qiu, CEO at Sourceress about her experience watching the video below.If you’d like to learn more about working with me, book a Customer Success Strategy Call. Sourceress has taken something that […]

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Anatomy of a Customer Success Quarterly Business Review

Quarterly business reviews are effective techniques to help SaaS organizations deliver value and make customers aware of that value.

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Hack The Entrepreneur Interview With Nils Vinje

I had the great opportunity to be interviewed by Jonny Nastor, host of the very popular podcast – Hack The Entrepreneur. During this interview, we dig into: The one thing that has contributed most to my success as an entrepreneur The path I took that led to starting Glide Consulting The story of one of […]

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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 do I get Client Executives to take Customer Success Seriously?

This is a common question that is asked by everyone from CSM’s to VP’s. It’s common because at some point in our processes, we’ve failed in one or more areas to build a strong and trusted relationship with our customer executives. There’s always going to be the small percentage of customers who are deeply engaged and […]

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What’s the Purpose of Your Customer Success Program?

Most companies go about setting up their customer success teams in a way that’s destined to fail. Find out what the biggest mistake most companies make.

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