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 #62: Partnering with DevRel (Advice for CS leaders in platform companies)
[June 30, 2021] QBRs and EBRs Are Things of the Past, Say Goodbye to the Tactical CCO — Here’s What Strategic CCOs Focus On, Nonviolent Feedback, The 4-step Secret to Upselling.
Issue #61: Shape Up Your Partnership With Product - Advice From 3 Leaders
[June 23, 2021] A Guide To Customer Exit Interviews, My Leadership Document—2021 Edition, The Intersection of Customer Success and UX.
Issue #60: Oracle’s First CCO on Why You Need to Help Close Deals
[June 16, 2021] 25 Micro-Habits of High-Impact Managers, What Product Wishes Every CSM Did, High Growth Team Building, When A Customer Wants to Cancel.
Issue #59: What Your Onboarding Experience is Missing: a Customer Enablement Content Strategy
[June 9, 2021] Managing Up - Scaling Teams at Credit Karma & Lyft, Do SMBs Need Customer Success? 100% If Sales Is Involved, 10 Lessons from 10 Years in CS.
Issue #58: Why CSMs Must Act Like Psychologists
[June 2, 2021] Bad Execution vs Good Execution, I Want to Hire Someone My Team Said “No” to on the Debrief, How Zendesk Adapts Best Practices in Product to CS.
Issue #57: How CS Becomes MVP of the Executive Team
[May 26, 2021] How Execs Can Better Present to A Board of Directors, Blog What You’ve Struggled With, Customer Success vs. Sales, Purchasing A CS Platform.
Issue #56: Why CS Won’t Report to Sales in the Future
[May 19, 2021] Your CSM Interview Blueprint, How to Build a Customer-First Culture, The Judicious Imposition of Structure, The Rise of the Strategic CCO.
Issue #55: The Rise of the Strategic CCO
[May 12, 2021] How to Drive Over 100% NRR With SMBs, We Need to Talk About Your Q3 Roadmap, Managing a Customer Success Team With Boaz Maor.
Issue #54: 10+ CS Ops Questions Answered
[May 5, 2021] What if There Were No CSMs?, The Art and Science of Customer Experience, How to Design Effective Onboarding, On Speaking up and Shutting up.
Issue #53: Lessons From Running CS Ops at Zoom, Gainsight, Stack Overflow, & More
[April 28, 2021] How to Manage Managers, The Best Email Tips You'll Read in 2021, If Nothing Else—Segment Churn, Between Sales and Product.