Check out these must-read books for all customer success professionals to get advice, tips and best practices from the industry's top thought leaders in Customer Success.

Change management, at its core, is the act of influencing people to do things differently. It’s behavior change. And that's what Customer Success is about. This article gives CS professionals a simple 3 pillar framework for driving change with your customers.

There is one change you can make this month that will drastically improve every CSM on your team. Best part is…. it takes no more than adjusting your MBOs to implement it.

After taking that first Customer Success Manager role — what’s next? Where can I go as a CSM in my career? That’s what we’re answering today on CSFG. Hundreds of interviews with CS professionals over the last 10 years have given us an understanding of the most common career paths following someone’s first Customer Success Manager role.

17 CS Leaders weighed in on the best practices for a successful account transition, and from those 17 responses it came down to 5 key areas. Nail these 5 components of your customer transition, and you’ll be set up for success with the previous CSM, the new CSM, and the customer.

If you’re in Customer Success, this list of must-listen podcasts will take your career to the next level.

Driving adoption comes in two flavors. CS teams need to focus on increasing both breadth of usage, and increasing depth of usage. We’ll dig into why.

In part three we dive into how to make your Risk Management Framework actionable through analytics, playbooks, and operations.

If you’ve taken action from the post in Part 1, you should have a concrete understanding of why your customers churn and reduce as backed up by qualitative and quantitative data. This is exactly what you’ll need to feed into this next post which talks about building the actual Framework. We’ll break that down into 4 actionable steps below:

In a new era of covid-related business volatility, subscription software companies are facing a new normal: adapting to increased risk across your customer base. Addressing risk of this magnitude requires a comprehensive framework for identifying customer risk, tracking and managing risk through the risk lifecycle, allocating proper resources to address that risk, and ultimately mitigating risk before churn.

The power of a well timed question can’t be understated while interviewing for a Customer Success position. This post includes 22 questions to ask in your upcoming Customer Success interview.

Now more than ever, the need for building Customers for Life is critically important for SaaS companies. Here’s how to increase your customer partnership strength after the first renewal as both an individual CSM and  CS Leader.

This is the second of a two-part series exploring underrated skills in the Customer Success profession: Data Analysis (which we talked about in Part I) and Project Management (which we’ll talk about in here).

CSMs must have the ability to switch between two key functions for success. The ability to lead through the good times and the bad. This question aims at uncovering whether your CSM candidate has the ability to lead as a peacetime CEO.

A deep dive on a top trait to look for when hiring a Customer Success Manager — the ability to understand, translate and storytell through data.

Slack is the business application bringing content, people, and data together to collaborate towards a customer’s desired outcome. Learn how to collaborate with your account team via Slack for Customer Success.