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.
Keep current with the latest discussions on Customer Success leadership, team structure, culture, and scaling world-class teams.
Issue #102: A More Human-Centered Funnel
[May 4, 2022] Gainsight’s Pulse Conference, Why NRR is Probably The Wrong Core Metric for Your CS Team, The Three-Legged Stool, Take Control of Your Desk.
Issue #101: Two Career Ladders to Climb in Customer Success
[April 20, 2022] Finding a Job Is a Job, Why Invest in Customer Success Enablement, Fundamentals Matter, How to Become a Customer-Led Growth Leader.
Issue #100: 100 Lessons from 100 Customer Success Leaders
[April 13, 2022] To celebrate our 100th newsletter, we asked 100 CS leaders to share the most valuable lesson they've learned from the past year in CS.
Issue #99: Retaining CS Professionals Amidst the Great Resignation
[March 30, 2022] Stop Blaming the Sales Team, The Right Amount of Context to Manage Up, Thoughtful Apologies for Bad Customer Service, The Dreaded Reorg.
Issue #98: The Customer-Focused CEOs of Gainsight, HubSpot, UserTesting & LogicMonitor
[March 16, 2022] Thomasz on The Three Types of CS Teams, Looker's Proactive Pooled Model, How to Receive Feedback as an Exec, Running an All-Hands Meeting.
Issue #97: Digital Customer Success Deep Dive
[March 9, 2022] Customer Health Check Spreadsheet, Hiring Is the Lifeblood of Growing Companies, The Rising Necessity of Today’s CCO, Stop Meeting Back-to-Back!
Issue #96: Should Pre-sales Live In Customer Success or Sales?
[March 2, 2022] Leading a Remote Team Through a Crisis, The #1 Reason SaaS Companies Stall Out at $20m ARR, Desperation-Induced Focus, Customer-Obsessed CEOs.
Issue #95: 5 Tips for Launching a Digital CS Strategy
[February 23, 2022] Ultimate Guide to CS Org Structures, Your Team Needs a User Manual On You, The Silicon Valley Exec Who Coined CS, Renewal Tips from Gong and Gainsight.
Issue #94: The 5 Stages of Digital Customer Success Maturity
[February 16, 2022] CS Ops Compensation Survey Results, Write Something Compelling, 7 Ways to Increase Customer Value as a CS Team, Customer-Focused CEOs.
Issue #93: The Future of Digital CS? Take a Look at Brian LaFaille's Program
[February 9, 2021] Customer-Focused CEOs, Optimize Your Workspace for Productivity, Focus & Creativity, CCO Maturity Model, When to Delegate & When to Say No.