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.

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.

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.