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Who’s in customer success?

The focus in growth and attention of customer success within an organization is definitely a very positive trend. Many companies, including very large enterprises, are remodeling their businesses to support customer centric organizational structures. They actively fund, staff and resource

What Are The Customer Lifecycle Stages?

Customer success professionals can – and have – written thousands of articles about the customer lifecycle. From best practices to lessons learned, we are constantly challenging ourselves to deliver value throughout the customer lifecycle with more efficiently, scale, etc. But

How to Structure Your CSM Compensation

If your company is struggling with creating an effective customer success compensation strategy, you are not alone. Based on the results from Totango’s 2016 Customer Success Salary Survey, companies are continuing to shift more revenue responsibility to customer success. Individual

Growth Hacking with User Behavior

The subscription economy has exploded over the last decade. Top SaaS companies with flexible, innovative technologies are in high demand.  The lower barrier to entry however, has created a myriad of competitive pressures on SaaS providers.  To dominate their markets,

3 Things Customer Success Management Is NOT

What is the best way to manage your customers? It’s the billion dollar question that subscription businesses want to know. As customer success continues to grow, it is important to take a critical look at common management frameworks and evaluate

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