Rachael Powell, Chief Customer Officer at Xero.

Nov 9, 2021  |  Natalie Reiter

The Principles of a Remarkable Customer Experience: A Chief People Officer Turned CCO’s Perspective

Xero’s CCO leads the entire customer experience — including CS, Support, Education, Marketing, Sales, and more — and she’s effectively managed such a massive scope of responsibility by instilling a core principle: the “inside-out” approach to improving the customer experience. Here, she breaks down how that philosophy works.


Oct 20, 2021  |  Nick Paranomos

Partnering With Product to Best Represent Your Customers

The new “How to Actually Influence the Product Roadmap” shares a blueprint for Customer Success leaders to be more influential with the product roadmap. Here, we share an excerpt from the handbook on what Product teams want from their partnership with Customer Success.

Why CS Has the Best Opportunity to Hire, Retain, and Promote More Black Leaders

Sep 29, 2021  |  Chris Hicken

Why CS Has the Best Opportunity to Hire, Retain, and Promote More Black Leaders

Customer Success has an enormous opportunity to access a more diverse population of potential hires than it currently is. Here, we outline tactics that will result in better hiring, retaining, and promoting of Black team members.

the fast and furious career path of kellie capote

Sep 7, 2021  |  Chris Hicken

The Fast & Furious Career Path of Kellie Capote

Gainsight’s CCO offers a trove of tactical advice for accelerating your career in CS. She offers habits to build, tactics for getting leadership to place a bet on you, how your focus will change at different management levels (including the transition from VP of CS to CCO), and more.

How CCOs get stuck

Aug 30, 2021  |  Chris Hicken

4 Ways CCOs Get "Stuck”

Despite any success in scaling up a well-oiled Customer Success engine, CCOs are often seen as "not strategic". Here, Rachel Orston (CCO at SmartRecruiters) offers some put-to-use-right-away tactics for getting unstuck.

CS Ops is the 2.0 Leader’s Secret Weapon

Aug 10, 2021 | Chris Hicken

CS Ops is the 2.0 Leader’s Secret Weapon

CS Ops is becoming standard — but as an industry we’re still failing to unlock CS Ops as a *strategic* function. Here, we explore how CS Ops matures, including reporting structure, ownership, and metrics.


Jun 28, 2021 | Chris Hicken

Say Goodbye to the Tactical CCO — Here’s What Strategic CCOs Focus On

Introducing the first Perspective in our 2.0 Leadership Series, where we provide practical insight into what strategic Chief Customer Officers are doing so the rest of us can level up more quickly. In this interview, Jeb Dasteel, Oracle’s First CCO, outlines how CS leaders can make the move from tactical to strategic.

Introducing the First Magazine for Customer Success: 2.0

May 17, 2021 | Chris Hicken

Introducing the First Magazine for Customer Success: 2.0

Introducing 2.0, a Customer Success magazine that challenges the status quo.

company meeting culture scorecard

Mar 22, 2021 | Chris Hicken

Meetings Are Thieves. Here’s How We Prevent Our Time From Being Stolen

All companies face meeting creep, but only some take action to prevent “unnecessary meetings” from becoming the norm. Here’s how to establish guidelines so your team uses meetings thoughtfully and sparingly.