Customer Success Salary Report 2024

At the Customer Success Festival London, we caught up with Franca-Sofia Fehrenbach, Head of Customer Success at PlanRadar, for an in-depth chat on turning customer love into cold hard cash. We dive into how sales, marketing, and success need to be joined at the hip to truly drive account expansion....

Hiring the right Head of Customer Success? Well, that’s crucial for any organization looking to enhance customer satisfaction, reduce churn, and drive growth. This guide presents 19 key interview questions designed to assess candidates for this vital role. Each question is accompanied by:...

From the early days of SaaS to the post-pandemic world, the landscape of customer relationships has dramatically shifted. That’s really what this article is about; I want to share my personal journey and make a case for why Chief Customer Officers (CCOs) should own revenue....

At the Customer Success Festival London, we spoke to Danielle Lloyd, Head of Customer Success at TryHackMe, about retaining that human-first element whilst using AI technologies with your customers....

CSMs vs Account Managers: Not just a rebrand. Customer Success Managers aren't just Account Managers in SaaS clothing. These roles are distinct, each with unique responsibilities and impacts on business growth....

Customer success is continuously evolving, and our roles are changing all the time. In this article, discover the fundamentals of change management and how you can enable change in your company....

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....

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....

Like all data collection about people, surveys are a tool that can be misused – and boy, do we know the eye-rolls they can induce! When done right, surveys can be your secret weapon. This article will divulge seven proven strategies to make your surveys truly worthwhile....

It’s not easy starting out in a new role, especially if that role is already a subsect of a relatively new field like customer success, like CS Ops. For those looking to transition into this field, understanding the unique challenges and opportunities it presents is critical....

Building a world-class customer success team is crucial for driving measurable customer results and fostering long-term business growth. In this article, discover strategies and practical steps for creating and nurturing a high-performance customer success team....

Communities enable customers to interact, share knowledge, and find solutions without needing one-to-one interactions with CSMs....

Customer success operations, otherwise known as CS Ops, is a new type of role we’re beginning to see crop up within customer success. Like any ordinary operations role, CS Ops functions within customer success to help it run smoothly....

At the Customer Success Festival London, we spoke to Natalie Fraser, Director of Customer Success at Litera, about getting sales and customer success aligned on customer value....

Too often, culture is seen as fluffy or secondary to tangible business goals. But the reality is, culture should never be an add-on – it must be an integral part of how we lead our teams....