Success Happy Hour

Weekly newsletter for Customer Success

Each issue features one framework or perspective from a top CS leader that you can’t find anywhere else, and the four best articles shared that week.

Past editions

Keep current with the latest discussions on Customer Success leadership, team structure, culture, and scaling world-class teams.

4 mistakes CS leaders make when working with product.

Issue #74: 4 Mistakes CS Leaders Make When Working with Product

[September 22, 2021] How to Handle & Share Bad News, 3 Questions To Ask When Building a CSM Comp Structure, Digital Business Reviews vs. Traditional QBRs.

The panel of experts who spoke about the CS leader's role in influencing the ICP.

Issue #73: 1 Thing You Can Do This Quarter to Influence the ICP

[September 15, 2021] The Role of CS Ops in Tech-Touch, Avoiding Management Debt, The Fast & Furious Career Path of Kellie Capote, Customer Success Post COVID.

Reimagine Customer Success: Design Orgs Around Customer Value.

Issue #72: Reimagine Customer Success: Design Orgs Around Customer Value

[September 8, 2021] 20 Underrated Qualities to Look for in Candidates, CS Ops: Collecting and Prioritizing Next Actions, Influencing the ICP as a CS Leader, Usage-Based Pricing Playbook.

A CCO's Blueprint for Owning Presales: Making the Case, Metrics, and More.

Issue #71: A CCO’s Blueprint for Owning Presales: Making the Case, Metrics, and More

[September 1, 2021] Archetypes of Lazy Thinking, Influencing the ICP as a CS Leader, 4 Ways CCOs Get “Stuck”, How To Align Incentives With Your Customers’ Success.

sales-engineering-customer-success.

Issue #70: Why Sales Engineering Should Live in CS

[August 25, 2021] 7 Tips for Writing Perfect Follow-Up Emails, When “Love Your Customers” Is More Than Lip Service, Success Spotlight: Emily Garza, 3 Ways to Confront Bias, Prejudice, & Bullying.

career-path-kellie-capote-gainsight

Issue #69: The Fast & Furious Career Path of Kellie Capote

[August 18, 2021] Build Your Customer-Driven Growth Engine, 7 Ways to Protect Your Company Culture, On Being the Leader HubSpot Deserves, Across the Globe: CS in 10 Countries.

cco-system-tactical-to-strategic

Issue #68: A System for Pulling CCOs Out of the Weeds

[August 11, 2021] CS Ops is the 2.0 Leader’s Secret Weapon, How to Work Hard, Launching a Voice of the Customer Survey, How Do You Handle a Senior Employee That Is Underperforming?.

cs-ops-maturity-framework.

Issue #67: A Maturity Framework for CS Ops

[August 4, 2021] 5 Stages of CEO Acceptance of Customer Success, How Do You Recognize Your Team for Great Work?, Alex Farmer on the Role of the CSM in Successful Onboarding.

Making the move from CCO to COO.

Issue #66: Make The Move From CCO to COO

[July 28, 2021] Nobody Knows the ROI of Their CSMs, If You Are Growing 60%+ Your Competition Can’t Hurt You, Landing Your First Board Role, CSM + Renewals = ?.

customer-success-hiring-philosophy.

Issue #65: A Philosophy on Hiring From Klue’s VP of CS

[July 21, 2021] Hire People Who Give a Shit, Strategic CSM Comp Plans, “Driving Next Steps” Isn’t Enough. This Is What Moves Deals Forward, 7 Top Trends in CS to Learn From.