Members-only AI Why AI falls short in customer success without human insight When I think of AI, things that come to mind are often from movies like Minority Report (2002), where predictive data puts people...
Members-only CS careers The difference between Customer Success Managers and Account Managers They’re both two job titles that float around every business and both seem related, right? But it’s not just a case of rebranding; Customer Success Managers (CSMs) are not Account Managers re-packaged for technology industries like Software as a Service (SaaS)....
Members-only Customer engagement 6 reasons why clients don’t want to speak to their CSM Working with a client on a call is the main way for customer success managers (CSMs) to uncover value from their product or service and, as a result, maintain a high level of gross and net retention....
Members-only Customer education What if customer education was your BEST retention strategy EVER? In the first episode of the Retention Rethink podcast series, Gainsight's Taylor Johnston sits down with Elyce Ladany to break down why CS teams cannot treat learning as a “nice to have.” It’s a serious revenue driver....
Members-only Live Sessions The AI-enabled customer org: Metrics, models, and mindset shifts CSCnow is your chance to stream exclusive talks and presentations from our previous events, hosted by customer success experts and industry leaders. It&...
Members-only Events Customer Success Summit Sydney | October 2025 Whether you're looking to reduce churn, improve adoption metrics, or create more effective customer health scores, head back to your desk with a personalized action plan....
Members-only Surveys Feature satisfaction survey template A ready-made questionnaire designed to help you understand users’ first impressions of a new product feature....
Members-only CS careers The Customer Success Manager interview playbook CCO Elizabeth Blass digs into how to sharpen your story, secure the right champions, and take the driver’s seat in your career. This article provides you with an interview prep playbook, a concrete shortlist of mentors and sponsors you want to connect with, and a growth plan....
Members-only Leadership How customer success leaders can drive boardroom decisions If we, as CS leaders, want to shape decisions at the top, we need to move beyond retention and satisfaction metrics. We must speak the language of business, anticipate outcomes, and connect our insights to the company’s core strategy....
Members-only Leadership How customer success can get a seat at the table in 8 steps Why are we even having a conversation about "getting a seat at the table"? Here's what I'd hazard a guess at: in customer success, we're very helpful people and maybe too busy focusing on the jobs we have to do for our customers that we don't focus enough on advocating for our own careers....
Members-only Customer value How to maximize customer value when your customers have tight budgets It's no longer enough to offer a great product; you must clearly and consistently demonstrate exceptional value....
Members-only Awards Your shortlist for the 2025 Customer Success Awards 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....
Members-only Templates and frameworks The HEART framework a user experience (UX) measurement model to help teams evaluate the quality of their product experience by focusing on key user-centered metrics....
Members-only Tools How to build a customer success toolkit when you have a limited budget A practical guide to deliver enterprise-level customer success on a startup budget using smart workflows, integrations... and your existing CRM....
Members-only Videos Revenue at a discount with Donnovan Simon In this episode of The Daily Standup Live, host Dillon Young sits down with Donnovan Simon, VP of Client Success at Blackline Safety, live from the Customer Success Collective Summit in New York City....
