Members-only Customer support How to deal with customer complaints Let’s say one of your customers is dissatisfied with your product and can’t stop yelling about a software glitch. Or perhaps they’re peeved with their customer experience and want to raise a complaint about the service. So, if you encounter this, what should you do? Let’s unpack that....
Members-only Templates and frameworks Customer interview cheat sheet A practical guide designed to help you ask smarter, more insightful questions during customer interviews....
Members-only CS careers 25 Customer Success Manager job interview questions If you're preparing for a Customer Success Manager (CSM) interview – whether you're an applicant or a hiring manager – this comprehensive guide will provide valuable insights into the key questions you might encounter or should ask....
Members-only Customer Success How to lead an inherited customer success team Customer success is often inherited, not built, especially when you’re stepping into an existing team. Discover how to lead an inherited CS team....
Members-only CS careers What is the salary of a Director of Customer Success? Customer success leadership is on the rise, and roles like Director of Customer Success are pivotal in shaping company retention strategies, expansion efforts,...
Members-only CS strategy Voice of the Customer (VoC) strategy framework A structured approach for gathering, analyzing, and acting on customer feedback across every stage of the customer journey....
Members-only Revenue generation Customer success is the missing link in your GTM strategy I believe customer success has a crucial – and often underestimated – role in defining and driving GTM strategy. In fact, when CS teams are deeply aligned with the commercial engine of a company, they don’t just support growth, they power it....
Members-only Customer Success Why monetizing customer success isn’t optional anymore Customer success is evolving from a cost center to a growth engine. Here's how GoCardless turned CS into £6.8M in revenue....
Members-only CS operations Your guide to customer success operations (CS Ops) Customer success operations, otherwise known as CS Ops, is a new type of role we’re beginning to see crop up within customer success. Like any ordinary operations role, CS Ops functions within customer success to help it run smoothly....
Members-only Customer Success The Customer Success Index Report Discover how top customer success teams are scaling smarter with AI, expanding impact, and redefining success metrics...
Members-only Metrics & Data Why value is the metric that matters most Early in my career as a customer success manager (CSM), I was obsessed with net revenue retention (NRR), customer satisfaction score (CSAT) and...
Members-only OnDemand AI for Customer Success Summit 2025 | OnDemand Catch up on sessions all things AI from experts from Sprout Social, ID.me, Microsoft, GitHub, Salesforce and more....
Members-only Customer feedback Customer feedback management framework A strategic tool that helps organizations systematically collect, analyze, and act on feedback from customers....
Members-only Revenue generation A complete guide to customer success and account management collaboration If you're struggling to get customer success (CS) and account management (AM) on the same page, you're not alone. Misaligned goals, unclear responsibilities, and inconsistent handoffs can lead to frustrated teams and confused customers....
Members-only Case studies Why OnRamp partnered with us at Customer Success Summit New York 2025 Our summits are designed to bring CS professionals together. Here's what OnRamp had to say about their experience at the Customer Success Summit New York 2025....
