Articles

You didn’t sign up to sell, but now… well, you own revenue. CS leaders must now rethink how they approach metrics, performance, and, critically, negotiation. What used to be a sales-led conversation is increasingly in CS’s hands....

Christine Lawther led her customer success team from 0 to 80+ AI adoption wins. Learn how she mapped tasks, tackled change management, and used AI tools to boost efficiency – one micro-win at a time....

Aligning business-wide initiatives and driving frictionless renewals are key goals for any customer success leader in a business that follows a recurring revenue model. In this article, we'll explore how to leverage customer success operations (CS Ops) to achieve organization-wide alignment....

In this guide, we break down 10 practical, real-world ways CSMs can use AI right now to deepen customer understanding, scale proactive support, boost productivity, and level up their strategic value....

Ensuring your customers are all aboard ship and thriving is of particular importance to the field of customer success and retaining customers. But for some first-timers, the options for nailing retention might be overwhelming. Where do you start?...

First it was ChatGPT, then Agentic AI, and now it’s NotebookLM that’s the next thing to whack on your AI radar. You might think, “This sounds powerful, but I don’t know where to start.” NotebookLM is here to transform your customer success operations without requiring any technical expertise...

Bringing CS into the sales process – even in small, strategic ways – can eliminate those frustrating handoffs, surface risk earlier, and keep customers aligned from day one. It’s not about slowing down deals. It’s about making them stick....

How have customer experiences evolved? For years, automated or interactive voice systems have set the bar painfully low, and as a result, customers...

As a CSM, figuring out the best way to interact with customers can be a challenge. You don’t want to bombard them with emails or product updates, nor do you want to leave them in the lurch. This is where high-touch and low-touch engagement models come into play....

Despite the initial revenue sting, a lost customer isn’t the end of the road. Raymond Otero outlines how one second chance sparked a transformation for his client – and why win-back strategies matter more than ever....

Balancing B2B and B2C means segmenting by need and value, personalizing where it counts, and scaling where possible. At YPulse, we use shared data insights to guide tailored outreach, cross-pollinate strategies, and flex between high- and low-touch to drive consistent, efficient success....

As we move through 2025, the landscape of customer success (CS) continues to evolve at a rapid pace.  What originated as a response...

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,...