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Practicing profitable customer success
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How to Nail the CSM Interview

Customer Success Managers (CSMs) must perform exceptionally well throughout the interview process because expectations of hiring managers are justifiably very high. For CSMs, the interview process is like preparing for and nailing an important customer meeting. Both...

Designing Your Premium Success Offerings

SaaS customers will gladly pay an additional fee to insure they realize more value faster, with less effort and while getting better results. To convince them to do so, you have to explain how you’ll do it. The above graphic illustrates that the right premium services...

How Does a Customer Success Leader Manage Up?

This post is mostly a reminder to myself and an example of the importance of sharpening the saw of my management skills ala Stephen Covey. It could also be useful in coaching your direct reports on working with their favorite manager. Pro Tips to Manage Up Effectively...

Why Customer Success Owns Training

“If you don’t deliver revenue, you’re not sitting at the table,” confided my boss, the Customer Success leader for our company. She reported to the CEO and owned renewals and shared upsell. She owned a piece of the pie and sat at the table with the big kids. She...
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