The Customer Success Salary & Landscape Survey 2026

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....

I've spent the last 13 years in Xbox support. In October 2025, I shared a case study at the virtual Customer Support Summit about a Tier 3 transformation that changed how Xbox thinks about escalations....

Stop fighting biology. Learn why 70% of changes fail and how to use behavioral science to lower stress and make new habits stick for good....

Management can present a number of challenges that might not have originally been apparent to you, but which require you to adapt quickly, not least when it comes to mixed levels of data literacy across your team. Leadership means equipping your CSMs to bridge that gap....

A structured assessment framework that helps you evaluate how developed and effective your customer advocacy program truly is....

Customer onboarding is one of the most critical aspects of any business. It sets the tone for the entire customer experience and can literally be the difference between a customer deciding to stick with your company, or finding an alternative with your competitors....

The age-old debate of customer retention versus acquisition remains a pivotal discussion point for marketers, entrepreneurs, and executives. Both strategies are crucial for growth, but determining which should be prioritized can significantly impact a company's success....

Have you ever wondered what it’s like to work in customer success for a company within the marketing and advertising industry?...

If you want to build a business that gives your customers exactly what they want, you need to make customer success a priority....

A CCO’s practical playbook for AI-driven B2B support...

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

It’s all well and good to actively seek new customers, but what happens if you ignore your current customer base? Plot twist: they churn. In fact, 68% of customers will go elsewhere if they feel the company they’re buying from doesn’t care about their business....

A practical framework designed to help support teams adopt AI in a focused, measurable, and sustainable way....

Wish customer success salary information was transparent? Help us figure out what the top skills are in CS. Now’s your chance to have your say....

Getting an email from the customer saying that they’re not going to renew their subscription is always a bad experience for a CSM. Unfortunately, in many cases, the decision has already been made, and there isn’t much CSMs can do....