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
Lead with Curiosity: How Viola Marku Thinks About CS in a Technical World | Mastering CS: Ep 72
In this episode of Mastering CS: Candid Leader Insights, Irina Cismas sits down with Viola Marku, Head of … Continued
Best Practices
How to Use AI to Improve Customer Experience – 7 Evolving Strategies for AI-First Companies
Learn how SaaS teams can use AI to improve customer experience with sentiment scoring, churn signals, CSM support, automation, and human handoff.
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Webinars and Podcasts
How Veronica Bianchini Puts People First in Enterprise CS | Mastering CS: Ep 71
In this episode of Mastering CS: Candid Leader Insights, Irina Cismas sits down with Veronica Bianchini, Senior Strategy … Continued
Best Practices
How to Prevent Customer Data Leaks in SaaS: A Practical Guide for CS Teams
Guide to spotting customer data leak risk, reducing it, preventing it within customer success, and what to do if something goes wrong.
Webinars and Podcasts
What 10 Years in One Company Taught Katrin Loodus About Customer Success | Mastering CS: Ep 70
In this episode of Mastering CS: Candid Leader Insights, Irina Cismas speaks with Katrin Loodus, Customer Success Manager … Continued
Customer Success Articles
How SaaS Companies Turn Customer Success Into a Growth Engine
Customer success becomes a SaaS growth engine when onboarding, health scoring, expansion signals, feedback loops, and automation turn … Continued
Webinars and Podcasts
Why Nir Kalish Believes AI Will Never Replace White-Glove Customer Success | Mastering CS: Ep 69
In this episode of Mastering CS: Candid Leader Insights, Irina Cismas sits down with Nir Kalish, VP of … Continued
Webinars and Podcasts
How Alexandra Ardelean Brings Process Design and Cultural Intelligence to CS | Mastering CS: Ep 68
In this episode of Mastering CS: Candid Leader Insights, Irina Cismas sits down with Alexandra Ardelean, Senior Customer … Continued
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SaaS Business
Strategies to Increase Revenue in SaaS: 8 Customer-Led Plays for Retention, Expansion, and Growth
Traditionally, when companies seek to increase revenue, they start with the obvious: higher prices, extra fees, new subscription … Continued
Webinars and Podcasts
How Silvana Prodan Brings Language, Culture, and Critical Thinking to CS | Mastering CS: Ep 67
In this episode of Mastering CS: Candid Leader Insights, Irina Cismas sits down with Silvana Prodan, Team Lead … Continued
Webinars and Podcasts
How Anne LiCata Builds Trust and Drives AI Adoption in Life Science CS | Mastering CS: Ep 66
In this episode of Mastering CS: Candid Leader Insights, Irina Cismas sits down with Anne LiCata, VP of … Continued
Webinars and Podcasts
How Vlad Zholnerchuk Builds Technical Customer Success in Healthcare | Mastering CS: Ep 65
In this episode of Mastering CS: Candid Leader Insights, Irina Cismas sits down with Vlad Zholnerchuk, CS Team … Continued
Webinars and Podcasts
How Kiko RodrÃguez Moreno Does Customer Success in Cybersecurity | Mastering CS: Ep 64
In this episode of Mastering CS: Candid Leader Insights, Irina Cismas sits down with Kiko RodrÃguez Moreno, Customer … Continued
SaaS Metrics
NPS Benchmarks: 5 Mistakes CS Teams Make When Reading the Score
NPS benchmarks vary significantly by business model, survey language, and customer segment, yet most CS teams compare their … Continued
Webinars and Podcasts
How Dylan Berno Is Building a Signal-Driven CS Function at Coast | Mastering CS: Ep 63
In this episode of Mastering CS: Candid Leader Insights, Irina Cismas sits down with Dylan Berno, Head of … Continued
Tools
16 Best Sales Enablement Software Solutions
Sales enablement tools are platforms designed to help throughout the sales process, assisting the sales team in increasing … Continued
Webinars and Podcasts
How Sarah Chipps Scaled Customer Success Through Specialization and Systems | Mastering CS: Ep 62
In this episode of Mastering CS: Candid Leader Insights, Irina Cismas speaks with Sarah Chipps, Manager of Customer … Continued
Webinars and Podcasts
How Mark Rocklin Builds CS Operations and Lasting Customer Relationships | Mastering CS: Ep 61
In this episode of Mastering CS: Candid Leader Insights, Irina Cismas sits down with Mark Rocklin, Director of … Continued
Webinars and Podcasts
How Beatriz Toledo Builds Trust and Drives Adoption in Nonprofit CS | Mastering CS: Ep 60
In this episode of Mastering CS: Candid Leader Insights, Irina Cismas sits down with Beatriz Furlan Toledo, Customer … Continued
SaaS Metrics
How Ebba Klementsson Built Customer Success from Scratch at Refapp | Mastering CS: Ep 59
In this episode of Mastering CS: Candid Leader Insights, Irina Cismas sits down with Ebba Klementsson, Customer Success … Continued