Ones to Watch in Customer Success 2025

A collection of pre-written email scripts designed to engage users who have completed a key action within your product for the first time....

A company's success hinges on the satisfaction and success of its customers. But what does it mean to monetize customer success operations? How can businesses focus on delivering genuine value to their clients, while also improving their bottom line?...

A structured tool to assess the performance of CSMs across various key competencies....

The world of customer success has undergone significant transformations in recent years, driven by the rise of digital-first approaches and the ever-changing economic landscape....

They say good things come in threes, and they’d be right. Why? Because The State of Customer Success report is back for its third year! But first, we need your help to create it. Take part in our survey and shape the results of our report....

We’ve all heard of change management, and we understand that at any given point in time, every organization is going through some sort of change. In this article, we'll take you through how to navigate change with a transformation philosophy....

Customer onboarding solutions are designed to automate the tasks and steps in your onboarding process, creating full transparency in the entire project. But how can you know if your organization is ready for a powerful solution like this?...

In this article, I’m going to provide: a brief introduction and explain why I’m the right person to talk about this subject; some context about Indeed and the challenges we face in delivering value to our complex customers; four key insights you can take back to your own companies....

In this article, discover why CSMs should not only be focusing on assisting customers, but developing their technical skills so they can serve customers better, and ultimately reduce churn and boost revenue....

We’ve looked into how you can market your SaaS product, create a great go-to-market SaaS strategy, and track the success of your SaaS marketing with the right metrics – now, we’re diving into how you can price your SaaS product....

What comes to mind when you think of value realization? What actually is value realization? How do we help the customer realize the value of the product or service we’re offering? At what point does the customer realize value?...

Empathize with users and uncover hidden pain points or aspirations that may otherwise go unnoticed with this empathy map template....

Are you ready to future-proof your customer success efforts with effective customer health scoring? In this article, I’ll explore the transformative power of health scoring in driving customer success and business growth....

There’s a lot of ambiguity around the customer health score metric, namely when should you implement it in your business. Here to dispel any misconceptions about the customer health score is Patti Zack, Chief Customer Officer at FiscalNote, who's joined us on the CS School podcast....

Let the record state that being in a customer success role is not easy. You’re working with clients every day who vary in personalities, are from different organizational backgrounds, and are constantly coming to you for advice and best practices....