Artem Gurnov

One of the key success factors for customer retention is having a strong champion on the client’s side. Champions are responsible for driving the adoption of your product, getting buy-in from the team, helping employees to get on board with it, and more....

The work of a Customer Success Manager (CSM) is not always filled with unicorns and rainbows. CSMs often find themselves in tough situations, where it seems all is lost and the customer is not going to renew their subscription....

Getting an email from the customer saying that they’re not going to renew their subscription is always a bad experience for a Customer Success Manager (CSM). Unfortunately, in many cases, the decision has already been made, and there isn’t much CSMs can do....

Taking ownership of the book of business is critical for a Customer Success Manager (CSM) to be effective. This involves having a clear understanding of which customers should be engaged and ensuring that strategic guidance is provided in a timely manner....

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....