Startup

Building a CS department from the ground up in a startup feels impossible. In this article, you’ll discover how to do just that....

If you’re the first person in your organization with the task to add structure to this chaos, you likely face familiar challenges: limited budgets, zero CS-specific tools, and almost no product usage data. It’s up to you to create something sustainable that works....

How can you onboard customers effectively at scale without throwing more people at the problem? The answer lies in a lean, data-driven approach....

Startups are turning their CSMs into product experts—why? Startups need CSMs to be product experts to drive adoption & retention. Learn why this shift matters & how to avoid burnout in your CS team....

First impressions really matter. Effective onboarding ensures customers hit their first “aha!” moment quickly. But, how do you build an onboarding process without burning out your team or your customers?...

In this article, I'm going to share how I got here and the seven lessons I’ve learned along the way so that you too can build a killer customer success function for your startup:...

Most companies face challenges when sculpting out a customer success function – let alone startups. So where should you start?...

Do your customers love your product or do they tolerate it? To answer that question, you may need to ask another question: How much work do you do to make your customers successful?...

It used to be you sold someone a product, handed them a wordy and confusing manual, and then walked away. You can’t do that anymore....