Customer Success Articles
Customer Churn – The Ultimate Guide with Tactics and Strategies
The definitive guide on SaaS churn: everything we know about preventing customer churn and reducing MRR churn with examples.
What Is Net Dollar Retention (NDR) and How to Improve it
Best Free and Paid Customer Success Tools Every CSM Should Use
Customer Success Articles
2025 Customer Success Year in Review – News, Challenges, & Must-Reads
There’s a lot of chatter about customer success in 2026. Many are predicting the best year yet. Finally, …
Webinars and Podcasts
Surviving as a first-time CSM – Part II | Webinar
In this webinar, Irina Cismas, Head of Marketing at Custify, sat down once again with Irina Vatafu, Head …
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Webinars and Podcasts
From Support to Strategic Growth Engine: How Jonny Davies Is Scaling Customer Success
In this episode of Candid Leader Insights, Irina Cismas sits down with Jonny Davies, Head of Customer Success …
Roundtable
What’s the Best CSM Commission Percentage? CS Leaders Debate
What’s the best CSM commission percentage? 10%? 20%? How about 30%? What if I told you it’s not …
Customer Success Articles
16+ Customer Success Events and Conferences you need to attend in 2026
Attending customer success events is one of the most effective ways to connect with experts, benchmark your strategy, …
Webinars and Podcasts
Scaling High-Touch CS in an AI World: Lessons from Kasia Laugenie | Mastering CS – Ep 42
In this new episode of the Mastering CS podcast, Irina Cismas, Custify’s Head of Marketing, sits down with …
Customer Success Articles
LAER Model in Customer Success: How To Use It For Efficiency
Customer engagement is the bread and butter of customer success. Without proper engagement tactics, we wouldn’t be able …
Customer Success Articles
The CFO’s Guide to Customer Success: Speaking Finance’s Language
As a Customer Success professional, your world revolves around engagement scores, customer health, and adoption metrics. Yet across …
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SaaS Metrics
What Is a Product-Qualified Lead (PQL)? PQL vs SQL vs MQL
A product-qualified lead is a lead who has signed up for your product, either through a free trial …
Best Practices
The UX/UI of a Customer-Facing Knowledge Base: Designing for Self-Service and Retention
A customer-facing knowledge base (KB) isn’t a static FAQ archive; it’s a core product surface that shapes onboarding, …
Webinars and Podcasts
The survival guide for first-time CS leads | Webinar
In this webinar, Irina Cismas, Head of Marketing at Custify, sat down with Irina Vatafu, Head of Customer …
Roundtable
The Ideal Customer Success Team Structure | CS Leaders Debate
When you’re building a customer success team, you need to pay close attention to every detail of your …
Best Practices
Mastering the Product Adoption Curve to Drive SaaS Success
The product adoption curve is already a classic marketing topic – but where did it start? What does …
Webinars and Podcasts
Sara Vera Cruz on Negotiation, Adoption & Cross-Team CS | Mastering CS – Ep 41
In this new episode of the Mastering CS podcast, Irina Cismas, Custify’s Head of Marketing, sits down with …
SaaS Metrics
AI in Customer Success – 10 Most Impactful Tactics to Try Today
Customer success, even from its early beginnings, has positioned itself at the forefront of business tactics. If we’re …
Webinars and Podcasts
Glenn Debattista on Leadership & Community| Mastering CS – Ep 40
In this new episode of the Mastering CS podcast, Irina Cismas, Custify’s Head of Marketing, sits down with …
Best Practices
Benefits of Customer Centricity: Why You Should Put Customers First
Customer centricity is nothing new. We’ve been talking about it more or less since our blog began. Even …
Best Practices
How to Politely Fire a Customer and Protect Your Reputation
So, you want to break up with a client. I get it. Sometimes, there’s no way around it. …
SaaS Metrics
7 Best Customer Experience Analytics Tools (2025): Features, Use Cases, Pricing
Cutthroat competition in today’s market has set the customer experience above price or product. The numbers support this …
Webinars and Podcasts
The Cost of Free: Rethinking what we charge for in CS | Webinar
In this webinar, Irina Cismas, CMO of Custify sat down with Clare Knight from the Onboarding Lab and …