Due Diligence For Customer Success Group Executives

If your career path is in leadership of Customer Success groups, there is certainly no shortage of open positions to review.  But if you want to succeed, to find a company and job where you can fully develop yourself and your profession, you’ll need to take great care...

Getting Hired As A CSM

Getting hired as a CSM, for all the ever-burgeoning demand and skyrocketing listings of open Customer Success Manager positions, is not an easy task for those whose passion leads them into this career path.  Yes, there are many jobs under the CSM label.  Finding the...

The 2020 Customer Success Research

For 2020, the eleventh year of the ongoing Customer Success Standards Initiative Research program, the primary focus is on the monetization of Customer Success, the delivery of sustainable proven value to both Customers and Company. The Questions In the past few...

There Ain’t No Such Thing As Free Customer Success

You may not be openly disclosing to the customers how much of their subscription is to cover the expense of the Customer Success group, but they are certainly paying for it nevertheless.  If challenged, could you make the value case for the fee? Just as you can’t...

The Economics of Customer Success – Part 1

So your company has 1,000 paying customers today, things are looking really good. You’re closing a lot of deals with new customers; everything is headed in the right direction… except for one thing.  Right now you’re losing about 8% of your customers every month. ...

Customer Success As A Profit Center

  I recently shared an overview of how customer success has a quantifiable impact on revenue and someone quickly snapped, “thought this was a given, especially in the subscription model.” Despite many cases where companies are growing as a result of effective...

The Knowledge of Customer Success

London taxi drivers have to pass a test on “The Knowledge,” proving their ability to navigate throughout the city. The Quality community has an extensive body of knowledge that their professionals must master, as do Project Managers. That common foundation of...

To Charge or Not to Charge; Is That the Question?

There are a couple of perennial “hot buttons” in the worldwide profession of Customer Success.  The first and by far the oldest is the question of commissions for customer success managers.  As many a leader of a local CS meetup has found, discussions about...

Why Customer Success Should Own Revenue

Anyone who has spent time working in a Customer Success organization can attest to the fact that Customer Success can be defined in many ways, resulting in different responsibilities and metrics. The role may or may not include things such as: onboarding, training,...