State of Customer Success 2026 Report

An outline of the vision, mission, values, and success criteria for your CAB while providing actionable steps for member selection, engagement, and key outcomes....

Leadership roles can feel like you must shift your priority from yourself to your team or company. But the opposite is true. Nils Vinje explains that good leadership starts with prioritizing yourself....

One of the most complex yet often misunderstood aspects of customer success is implementation. It's the critical bridge between sealing the deal and driving long-term adoption – a phase that sets the tone for the entire customer relationship. But implementation isn't onboarding, nor is it adoption....

The ballots have closed and the anticipation is building as we get set to honor the top achievers in customer success at this year's Customer Success Awards....

There's more to CRM and CS than the basics, so working on these together can prove a challenge. Monica Flaherty, Global Business Strategy Leader at Microsoft, has a ton of experience working as a CS leader in the CRM space....

Customer success has shifted from a supportive function to a key driver of business growth and profitability. In this article, discover how GoCardless has monetized CS....

When a customer success manager (CSM) leaves their company, moving on to pastures new, there’s a real threat to the stability of the client accounts they’re responsible for. When a trusted point of contact departs, it can shake customer confidence and loyalty....

How do you continue to improve your practices, team members, and strategies without losing steam? Mark Higginson, EVP, Customer Success at SixFifty sits down to discuss how to build your team to a phenomenal 11/10....

A structured framework designed to help end client relationships professionally and positively....

Catch up on sessions all things CX and support from the likes of Siemens, PAR Technology, DevRev and more....

Catch up on sessions all things CX and support from the likes of Siemens, PAR Technology, DevRev and more....

The structural change of mergers and acquisitions is felt keenly by CSMs. As customer-facing professionals, they're weathering the storm from both angles; they're employees but also the trusted advisors who customers turn to....

How do you balance the tech and human parts of onboarding to make sure customers feel truly valued? Brian Nicholls, ex-Vice President of Customer Success and Revenue Operations at RoadSync knows all about managing these components in a way that makes onboarding thrive....

In this article, discover the strategies used at PayPal to stay ahead in the dynamic world of payments, from driving growth to future-proofing the business through innovation....

Working for yourself to managing others is a huge transition to make. Josh Zamora, ex-Director of Global Customer Success at Service Now helps manage the transition and building trust within a new management position....