Roundtable
Customer Success in 2026: Trends, Goals, and Fears
If 2025 is anything to go by, we’re in for an eventful 2026 in customer success. It will …
Webinars and Podcasts
Building Customer Success from the Ground Up: Real Strategies for Startup Teams | Webinar
In this session, Irina Cismas, Head of Marketing at Custify, was joined by Kourtney Thomas, Head of Customer …
Webinars and Podcasts
From National Swimmer to CS Builder: How Ellen Quirke Is Shaping CS | Mastering CS: Ep 45
In this episode of Mastering CS Candid Leader Insights, Irina Cismas sits down with Ellen Quirke, Head of …
Best Practices
Build Once, Repeat Forever: How To Create Scalable Playbooks That Grow With Your Customer Base
A playbook is your business’s operational blueprint for customer success (CS). It defines how to onboard customers, manage …
Customer Success Articles
Localized Onboarding With AI Voice: Lift Activation & URR in 60 Days
Whether a new user understands your product—and decides to stay—often depends on your multilingual onboarding. Many SaaS teams …
Webinars and Podcasts
From Banking to Customer‑Centric Ops: How Simon Montgomery Is Scaling ID‑PAL | Mastering CS – Ep 44
In this episode of Mastering CS Candid Leader Insights, Irina Cismas sits down with Simon Montgomery, COO at …
SaaS Business
Top 11 SaaS events you should know about in 2026
The 2026 calendar is stacked with high-impact SaaS events that promise deep insights, serious networking, and a clear …
Webinars and Podcasts
From No-Code Builder to Strategic CS Leader: How Ryan Miller Is Scaling Customer Success at Cogniss | Ep 43
In this episode of Candid Leader Insights, Irina Cismas sits down with Ryan Miller, Head of Customer Success …
Roundtable
Our Top Customer Success Influencers of 2025
2025 asked a lot of Customer Success. Results improved, but so did stress and burnout. Yet we weren’t …
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 …
Webinars and Podcasts
From Support to Strategic Growth Engine: How Jonny Davies Is Scaling Customer Success | Ep 42
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
17+ 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, …
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 …
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 …