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.

SKOs Are Going Virtual (Again). How 4 CS Leaders Are Reformatting Their Sessions.

Issue #89: SKOs Are Going Virtual (Again). How 4 CS Leaders Are Reformatting Their Sessions

[January 12, 2021] The Best Managers Don’t Fix—They Coach, Hugging the X-Axis, These Are the 5 Best Data-backed Sales Tips of 2021.

Issue #88: Customer Success Is Not a Department—It’s a Business Model Innovation

Issue #88: Customer Success Is Not a Department—It’s a Business Model Innovation

[January 5, 2021] Discovering the New “North Star” KPIs for Customer Growth, Risk Calculus and Social Norms, 5 Takeaways From OpenView's Podcast, CS: Defined for 2022.

Customer Success Executive Career Rubric.

Issue #87: Use This Rubric to Become the Customer Success Executive Your Company Needs

[December 22, 2021] 7 Reasons Why CCOs Need to (Eventually) Own Revenue, IBM’s Janine Sneed on Where CS Is Headed, Cultivating a Strong Product <> CS Relationship.

Celebrating Our Teams’ Accomplishments in 2021

Issue #86: Celebrating Our Teams’ Accomplishments in 2021

[December 15, 2021] Top CS Career Paths, Stop Treating the Symptoms of Churn, 3 CSM Comp Structure Questions, The Best Email Tips, What It Means to be a Manager, Director, or VP.

GitLab's Director of Customer Success Operations Jeff Beaumont.

Issue #85: 3 Ways GitLab’s CS Ops Team Drives Retention

[December 8, 2021] CS Is Where 90% Of the Revenue Is, A Guide to Uncommonly Quick Decisions, 5 Myths of Digital CS, Assembling A World-Class CS Org With TSIA.

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.