Articles

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....

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....

Customer success leadership is on the rise, and roles like Director of Customer Success are pivotal in shaping company retention strategies, expansion efforts,...

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....

Early in my career as a customer success manager (CSM), I was obsessed with net revenue retention (NRR), customer satisfaction score (CSAT) and...

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....

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....

Product adoption can be incredibly challenging when your end-users aren’t your direct customers, a common problem in the B2B SaaS space. In a business environment, the customer often isn’t the end user – the actual consumer of your product....

In my organization, customer success is multiplicitous: a CSM is a product expert and a customer expert; they own renewals and product support; they function as an owner and generator of revenue....

Every business encounters customer complaints: they’re an inevitable part of any operation. However, the way these complaints are managed can significantly affect the success of an organization....

Every customer success professional will be acutely aware of how important it is to get customers to use their product. A low-adoption rate is one thing, but unengaged customers left to their own devices may decide to cancel their subscription....

Hitting high renewal rates and driving consistent expansion in customer success isn’t easy. With economic pressure mounting and resources tightening, CS leaders are being asked to do more with less – all while keeping customers happy and growing revenue....

Prioritizing genuine human interactions can be challenging. In this article, discover how to build strong relationships with colleagues and customers....

Here’s the thing: social media shouldn’t be reserved for marketing teams alone. Sure, using it to promote new products and reach new prospects is important, but social media can be used by customer support teams to ensure multiple touchpoints with the customer base....

One of the challenges I had in the earlier days of building out a customer success function was developing predictable renewals and expansion measures. For context, this was when we were still collecting performance data and our historical data could not yet provide sufficient predictive power....