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Practicing profitable customer success
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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...

Vision or Visionary

The on-call support phone rings once on my nightstand and slaps me awake. “Paul speaking, how can I help…?” I almost finish my sentence before I’m interrupted, “You changed something and now the product doesn’t work!” I knew the customer was wrong. We never push...
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