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 #108: Retaining Underrepresented Talent Comes Down to 2 Things
[September 7, 2022] Join Me at CS100 Summit, Hire, Retain, and Promote Black Leaders, CS in the Age of Uncertainty, Good Interviewer/Bad Interviewer.
Issue #107: The One Skill Every CSM Needs to Become a Leader
[August 3, 2022] What the &%^! Is Customer-Led Growth?, Now’s the Time to Retool Your Hiring Process, 3 Ways to Thrive in an Economic Downturn, Onboarding for Raving Fans.
Issue #106: Elevate Your Customer Onboarding Experience With the CEO of Strikedeck
[July 13, 2022] Customers Hate These 3 Things, Measuring Value to Customers, Deliberately Underselling as Sales Strategy, What to Do When Feedback Doesn’t Land.
Issue #105: Personalizing Digital CS With the HEART Framework
[June 22, 2022] How Are We Going to Deal With This Economy?, Predicting a Stakeholder Change, Stop Overcomplicating It: The Simple Guidebook to Upping Your Management Game.
Issue #104: Time To Value: Vanity Metric or Important Signal?
[June 8, 2022] Your Guide to Growth Amid Uncertainty, VOC at Scale With Box Exec, 103 Bits of Advice I Wish I Had Known, CLG: Buzzword or Business Strategy?
Issue #103: Level up Your CS Enablement With This Framework
[May 25, 2022] I Always Ask My Team This Unique Question, 7 Tips for a New CCO, Returning to the Office? Not So Fast., A CS Leader's Impact on Company Valuation, Contract Terms in CS.
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.