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
Webinars and Podcasts
How Andrey Tirel Drives Adoption and Builds Relationships at Jellyfish | Mastering CS: Ep 93
In this episode of Mastering CS: Candid Leader Insights, Irina Cismas sits down with Andrey Tirel, Senior Customer … Continued
Best Practices
Enterprise SaaS: What Changes When You Move Upmarket
SOC 2 doesn’t mean you’re ready to deliver. A practical checklist for the security, implementation, and CS gaps that stall enterprise SaaS rollouts.
Looking for a specific topic?
Webinars and Podcasts
How Frances Dupree Brings Legal Ops Experience to CS at Agiloft | Mastering CS: Ep 92
In this episode of Mastering CS: Candid Leader Insights, Irina Cismas sits down with Frances Dupree, Principal Customer … Continued
Best Practices
AI Knowledge Bases for SaaS: How Citations Make Customer Answers Verifiable
Explore the advantages and disadvantages of building AI-assisted knowledge bases for SaaS: what works, what to look for, and how to do it.
Webinars and Podcasts
How Eric Mistry Turns Automation Into a CS Superpower at Zapier | Mastering CS: Ep 91
In this episode of Mastering CS: Candid Leader Insights, Irina Cismas sits down with Eric Mistry, Customer Success … Continued
Webinars and Podcasts
How Rachel Weller Builds and Scales CS Teams Across Regions at Canary Technologies | Mastering CS: Ep 90
In this episode of Mastering CS: Candid Leader Insights, Irina Cismas sits down with Rachel Weller, Head of … Continued
Webinars and Podcasts
How Kevin Andrews Brings a Product and Acting Background to CS at BombBomb | Mastering CS: Ep 89
In this episode of Mastering CS: Candid Leader Insights, Irina Cismas sits down with Kevin Andrews, Product Engagement … Continued
Webinars and Podcasts
How Daniel Hyre Brings Relationship-First Thinking to CS at ScreenCloud | Mastering CS: Ep 88
In this episode of Mastering CS: Candid Leader Insights, Irina Cismas sits down with Daniel Hyre, Customer Success … Continued
Get more insights!
Industry insights you’ll actually need. Delivered to your inbox weekly.
Guides
Complete Guide to Building a Customer Journey Orchestration Strategy
Customer journey orchestration is a complex tactic that involves tailoring the entire journey a customer has with a … Continued
Webinars and Podcasts
How Donia Hesham Tiers 100+ Accounts and Drives Loyalty CS in the Middle East | Mastering CS: Ep 87
In this episode of Mastering CS: Candid Leader Insights, Irina Cismas sits down with Donia Hesham, Senior Customer … Continued
Webinars and Podcasts
How Konstantin Kleemann Brings Banking Expertise to CS at SAP Taulia | Mastering CS: Ep 86
In this episode of Mastering CS: Candid Leader Insights, Irina Cismas sits down with Konstantin Kleemann, Senior Customer … Continued
Webinars and Podcasts
How Noémie Tosser Measures Success When the Product Is Human Coaching | Mastering CS: Ep 85
In this episode of Mastering CS: Candid Leader Insights, Irina Cismas sits down with Noémie Tosser, Customer Success … Continued
Webinars and Podcasts
How Freddie Franklin Leads CS and Builds AI Agents at zeroheight | Mastering CS: Ep 84
In this episode of Mastering CS: Candid Leader Insights, Irina Cismas sits down with Freddie Franklin, Head of … Continued
Best Practices
White Space Analysis: Finding Untapped Expansion Opportunities
In business terms, white space designates the opportunities and areas where a company can innovate, strengthen its offerings, … Continued
Webinars and Podcasts
How Pratiksha Tewari Runs Agile CS at a Conversational AI Platform | Mastering CS: Ep 83
In this episode of Mastering CS: Candid Leader Insights, Irina Cismas sits down with Pratiksha Tewari, Senior Customer … Continued
Guides
SaaS Renewal Management: How to Manage Subscriptions at Scale
Most businesses today, like many consumers, navigate through a maze of subscriptions. If you want to stand out … Continued
Webinars and Podcasts
How Oksana Aloshyna Builds Customer Success Around Relationships, Data, and Self-Service | Mastering CS: Ep 82
In this episode of Mastering CS: Candid Leader Insights, Irina Cismas speaks with Oksana Aloshyna, Strategic Customer Success … Continued
Webinars and Podcasts
How Lee-El Lewinsohn Primo Built and Led CS at a Browser Security Startup | Mastering CS: Ep 81
In this episode of Mastering CS: Candid Leader Insights, Irina Cismas sits down with Lee-El Lewinsohn Primo, former … Continued
Webinars and Podcasts
How Evgeniya Ioffe Leads CS and Builds Her Own CS Platform at Bites | Mastering CS: Ep 80
In this episode of Mastering CS: Candid Leader Insights, Irina Cismas sits down with Evgeniya Ioffe, Head of … Continued
Webinars and Podcasts
How Juliette Marland Built Enterprise CS from Scratch at Redis | Mastering CS: Ep 79
In this episode of Mastering CS: Candid Leader Insights, Irina Cismas sits down with Juliette Marland, former Senior … Continued