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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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Hiring That First Customer Success Manager

Hiring that first customer success manager isn’t easy, especially if you’re a young SaaS. But it’s important to hire early and get them up to speed quickly.

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Beyond Data: Delivering an Exceptional SaaS Experience

Data is useful, but it’s not the only tool customer success managers have to create a positive experience with the SaaS. CSMs have to build relationships.

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Providing Customer Value Through Quarterly Business Reviews

Quarterly Business Reviews are one of the most important functions of a customer success program. What are they and what are their purpose?

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Collecting Feedback at Scale from Low-Touch Customers

SaaS organizations lots of low-touch customers have a unique challenging when it comes to capturing feedback. Here are some strategies that will help.

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Getting Ahead: How Customer Success Managers Can Be More Proactive

As a customer success manager, it’s easy to spend your days putting out fires. To help customers achieve the most value, you need to get proactive.

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What Makes a Great Onboarding Process?

Most SaaS products have onboarding processes, but most of them miss the point. The goal of an onboarding process is to help the user realize value.

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