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.

Paul Staelin Chief Customer Officer at Trifacta.

Issue #84: Scaling an “Effortless Experience” With the APACE Framework

[December 1, 2021] Don’t Soften Feedback, The 9 Qualities of a Great Rep, Build and Scale Collaboration Between Customer Success and Sales, How to Embrace An Abundance Mindset.

customer-success-is-a-profit-center

Issue #83: Signs Your CS Team Is Operating Like a Cost Center, Not a Profit Center

[November 24, 2021] Why CCOs are Next in Line for the CEO Job, A New Way to Think About Product-Market Fit, The Best Leaders are Feedback Magnets, A Product Manager’s Remorse.

Krista Anderson-Copperman, former CCO at Okta.

Issue #82: Companies Are Demanding Higher-Powered CCOs. Here’s What You Need to Know

[November 17, 2021] Planning and Budgeting in Customer Success, The Principles of a Remarkable Customer Experience, Don't Be Spooky, Is My Product a Nice to Have?

1:Many Customer Onboarding.

Issue #81: Get Your 1:Many Customer Onboarding Right

[November 10, 2021] You’re Not Wasting Your Mentor’s Time, CX In a Digital-First World, Being Nice and Effective, Think About Renewals Before a Customer Signs.

Gainsight’s Director of CS Ops & Admin Community Seth Wylie

Issue #80: Breaking into CS Ops and How to Grow From There, with Gainsight’s Seth Wylie

[November 3, 2021] The Rise of CS as a Profit Center, The Benefits of Looking Stupid, How CS Ops Drives Market Valuation, Make it Easy for Customers to Leave.

Zeina Marcotte, Customer Success Ops & Strategy leader at LinkedIn.

Issue #79: An Inside Look at LinkedIn’s 25-Person CS Ops Team

[October 27, 2021] Most Churn Happens in 3-6 Months (Here’s What to Do), Variable Comp. Models for CSMs, Creating a Profitable Human 1st Business, Pro Serv Subscription Model.

Xero's CCO Rachael Powell

Issue #78: A CCO’s Inside-Out Approach to Customer Experience

[October 20, 2021] The Ten Customer Commandments, How New Managers Fail ICs, How to Increase the LTV of Your Customers, 10 Observations From Implementing CS.

5 Ways Companies Will Need to Rethink CS

Issue #77: 5 Ways Companies Will Need to Rethink CS

[October 13, 2021] Why (Nearly*) Every SaaS Company Should Have A CCO, 3 Practices to Scale A Winning Team, Top 2021 CS Strategists, How to Close More 6-Figure Deals.

Diversity and inclusion in Customer Success.

Issue #76: Step 1 to Increasing Diversity: Start With Your Existing Employees

[October 6, 2021] Actually Influencing the Product Roadmap as a CS Leader, What It Really Means to be Manager, Director, or VP, No Objection ≠ Agreement, 10 Things Changing in CS.

The role of customer success operations in tech-touch programs.

Issue #75: The Role of CS Ops in Tech-Touch Programs

[September 29, 2021] The 10 Commandments of Salary Negotiation, The Question I Regret Not Asking CSM Candidates, Retention Rates vs. Valuation, Enforce the Right to Disconnect Using CS.