FAQ

• Can A Company Outsource Its Customer Success Group?
• How can I get my first Customer Success Manager job?
• How Can I Make the Case for the ROI of my Customer Success Group?
• How Many Customers or Accounts Can a CSM Reasonably Handle?
• How should a company start to design and build a new Customer Success group?
• How will AI Impact the Future of Customer Success?
• Is My Customer Success Group At-Risk?
• What Are Some Potential Career Paths for Customer Success Managers?
• What Are The Best Certifications for an Aspiring Customer Success Manager?
• What are the elements of a good Customer Success Technology Suite?
• What Are The Most Impactful Customer Success KPI’s?
• What Benchmarks or Industry Standards are there for Customer Success?
• What Customer Success Books Should I Read?
• What Is The Customer Success Blueprint?
• What is the Definition of Customer Success?
• What is the Mission of Customer Success?
• What is the Process/Workflow of a Customer Success Group?
• What Would Be Your Top 3 Interview Questions for a Candidate CSM?
• Where can I find local Customer Success Association chapters or other meetings?
• Where is the best place to advertise for open Customer Success positions?

Library Articles

• About The 2021 Customer Success Executive Job Requirements Survey Worksheet
• About The Case for Customer Retention Technology white paper
• About The SaaS & Support Project Report
• An Effective Customer Onboarding Checklist
• Briefing: Access Channels
• Briefing: Categorization of Service Requests
• Briefing: Commentary
• Briefing: Customer Usage of Support
• Briefing: Data, Methodology and Results
• Briefing: Hours of Operation
• Briefing: Metrics
• Briefing: Resolution of Service Requests
• Briefing: Setting Appropriate Expectations For Support
• Briefing: The Process of SaaS Support
• Briefing: Volume of Service Requests By Category
• CSM Mission Plan 01a for a Startup
• Customer Success at Five Companies
• Customer Success Books
• Customer Success Briefings
• Customer Success Conferences
• Customer Success Consultants
• Customer Success Consulting Services
• Customer Success Metrics That Matter
• Customer Success Performance Metrics Research
• Customer Success Publications
• Customer Success Recruiting
• Customer Success Recruiting Map
• Customer Success Research
• Customer Success ROI and Customer Tiers Worksheet 02
• Customer Success Training
• Customer Success: Local
• Customer SuccessCon OnSite: Customer Success Briefings
• Proving the Value of Customer Success – An Example slide for all-hands meetings
• The 2020 Customer Success Salary Guide (USA)
• The At-Risk Customer Success Group – Part 01
• The At-Risk Customer Success Group – Part 02
• The At-Risk Customer Success Group Questionnaire
• The CSA Accredited Training Program
• The CSM Competency Standard – First Level
• The Customer Success Blueprint
• The Customer Success Budget – A Tactical Template
• The Customer Success Index
• The Customer Success Outsourcing Catalog
• The Customer Success Outsourcing Registry
• The Customer Success Salary Guide 2022
• The Customer Success Salary Guide 2024
• The Customer Success Standards Initiative
• The Customer Success Technology Suite
• The Customer Success Technology Vendors List
• The Customer Success Training and Certification Report 2021
• The Customer Success Training Catalogue
• The Customer Tiers Analysis Worksheet
• The Definition of Customer Success
• The Future of Customer Success – A Catalyst eBook
• The History of Customer Success – Part 1
• The History of Customer Success – Part 2
• The Logic of Customer Success
• The Mission of Customer Success
• The Questions of Customer Success
• The Questions of Customer Success: People
• The Questions of Customer Success: Process
• The Questions of Customer Success: Strategy
• The Questions of Customer Success: Technology
• The State of Data Onboarding 2020
• The Technology of Customer Success
• Uplift Revenue Calculator

Pages

• About Customer Success Central
• About The Customer Success Case Studies
• About The Customer Success Index
• About The Customer Success Wiki
• Account
• Add a New Wiki Article
• Application for Listing in the Customer Success Resource Registry
• Application for Listing in The Customer Success Technology Registry
• Completed Survey – Thank You
• Contact Us
• Contributors & Advisors
• Corporate Ecosystem Research Survey
• Creating Customer Success Index Links
• Customer Success and Authentic Customer Centricity Research Survey
• Customer Success Case Studies
• Customer Success Central
• Customer Success Central:  Table of Contents
• Customer Success Library
• Customer Success: Frequently-Asked-Questions
• Customer SuccessCamp
• Customer SuccessCon Reviews & Comments
• Customer SuccessCon: Advisors and Faculty
• Dashboard
• Edit
• Join
• Login
• Membership
• Membership Checkout / Renewal
• Membership Confirmation
• Membership Invoices
• Membership Levels
• My Membership
• Office Hours
• Office Hours Request
• Partnering With The Customer Success Association
• Post a Job
• Privacy Policy
• Reviewing The Customer Success Index Entries
• Searching The Customer Success Index
• The Case for Customer Success Consulting
• The Case for Customer Success Technology
• The CSM Competency Standard: First Level
• The Customer Success At Risk Survey
• The Customer Success Case Studies – Table of Contents
• The Customer Success Directory
• The Customer Success Index
• The Customer Success Standards Committee
• The Customer Success Wiki
• The Customer Success Wiki Index
• The Customer Success Wiki: Contributors and Advisors
• The Customer SuccessCon
• The Customer SuccessCon Program
• The Must Attend SaaS Conference List
• Welcome to The Customer Success Association
• Welcome to The Customer Success Association – Executive Members
• Welcome to The Customer Success Association – Research Members
• Wiki Search Results
• Writing for Customer Success Central
• Writing For The Customer Success Wiki
• Your Profile

Posts

• About The Customer Success Case Studies
• About The Customer Success Directory
• About The Customer Success Executives Mailing list
• About The Customer Success Jobs Board
• Accelerating Customer Success – Part 1
• Agenda: Customer SuccessCon Berkeley 2019
• Agenda: Customer SuccessCon Boston 2019
• Agenda: Customer SuccessCon Denver 2019
• Agenda: Customer SuccessCon East 2018
• Agenda: Customer SuccessCon London 2019
• Agenda: Customer SuccessCon Seattle 2020
• Agenda: Customer SuccessCon West 2018
• Best Practices in Customer Success Recruiting?
• Boston Customer Success
• Case Study: A Financial Software Company With A Serious Support Problem
• Case Study: From Overwhelmed to Empowered – A CS Leader’s Journey
• Case Study: Reducing Churn and Optimizing Staffing Levels for a Financial Technology Company
• Case Study: A 90-day Customer Success Transformation
• Case Study: Building Collaboration to Drive Customer Retention and Success
• Case Study: Code Red – Product Issues and Overwhelmed Support
• Case Study: Customer Support Impact on Customer Success
• Case Study: Fractional Leadership Engagement for an HR Software Company
• Case Study: Transforming Service Management by Training for a Global Networking Company
• Creating Career Paths in Customer Success
• Customer Success and Authentic Customer Centricity
• Customer Success and Value Provability
• Customer Success As A Profit Center
• Customer Success Association Services
• Customer Success Central:  A New Beginning
• Customer Success Recruiters
• Customer Success Took a Wrong Turn
• Customer SuccessCon Denver 2018
• Customer SuccessCon East 2015
• Customer SuccessCon East 2016
• Customer SuccessCon East 2017
• Customer SuccessCon Europe 2015
• Customer SuccessCon Europe 2016
• Customer SuccessCon Europe 2017
• Customer SuccessCon History
• Customer SuccessCon London 2018
• Customer SuccessCon Schedule
• Customer SuccessCon Seattle 2016
• Customer SuccessCon Seattle 2017
• Customer SuccessCon Seattle 2017 Review
• Customer SuccessCon Seattle 2018
• Customer SuccessCon West 2016
• Customer SuccesssCon West 2017
• Definition: The Customer Success Community
• Delivering on Your Customer’s Desired Business Outcomes Isn’t Enough
• Do You Know? Can You Prove It?
• Due Diligence For Customer Success Group Executives
• Essential Strategies for Effective Customer Success Compensation Plans
• Excellence in Customer Success?
• Getting Hired As A CSM
• How to Lead Lasting Transformational Change in SaaS
• How to Protect Your Team from Churn : 3 Keys to Prove Your Value
• Increasing the Effectiveness of the CSM Hiring Process
• Is Customer Success At Risk?
• Is Yours An At-Risk Customer Success Group?
• Making the Case for Customer Success ROI
• Metrics Manipulation — Are You Sure Of Your Stats?
• Online Communities and Customer Success
• Post a Job
• Product As A Community
• Rebuilding A Foundation for Your Customer Success Team
• Some Excellent Questions about Customer Adoption
• Speaking at Customer SuccessCon events
• Speaking at Customer SuccessCon Events
• Sponsoring/Exhibiting at Customer SuccessCon Events
• Success and Support: Partnering for Increased Customer Retention
• Success is Going Beyond the Customers’ Desired Outcome
• SuccessCon Sponsors
• The 2021 Customer Success Executive Priorities Survey
• The Case for Premium Customer Success
• The Challenges of ‘Tech-Touch’ – Self-Success
• The CSM Competency Standard
• The Customer Success Advisors
• The Customer Success Association Partners
• The Customer Success Calendar
• The Customer Success Executive Mailing List
• The Customer Success Forum
• The Customer Success Library: Table of Contents
• The Customer Success Navigators
• The Customer’s Metric for Customer Success Groups
• The Economics of Customer Success – Part 1
• The First Bachelors Degree in Customer Success
• The Knowledge of Customer Success
• The Lessons of the Customer Success Ecosystem
• The Monetization of Customer Success
• The Only Data That Counts Is Your Own
• The Power of No
• The Profitability Blueprint:  A Review of Customer SuccessCon Boston 2019
• The Reality of Customer Retention
• There Ain’t No Such Thing As Free Customer Success
• Three Categories of Customer Success Interview Questions
• Time To Competency for a new CSM?
• To Charge or Not to Charge; Is That the Question?
• Want to be more ‘Human?’  Focus on Users
• What are the Three Biggest Challenges Facing the Profession of Customer Success in 2023?
• Why Customer Success Should Own Revenue

Wiki Articles

• Before You Buy a Customer Success Tool
• Customer Success Certifications
• Customer Success: More Than Just Problem Solving
• Definition: The Customer Success Organization
• Online Communities and Customer Success
• Procedure: The Transition From Sales to Customer Success
• The Training Component of High-Tech Low-Touch Customer Success
• Welcome to Customer Success