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
Roundtable
Reengaging Churned Customers 101: Where Sales and CS Meet
Re-engaging churned customers is the practice of reaching back out to clients who’ve switched providers. That outreach initiative …
Webinars and Podcasts
How Cameron Hogg Drives Customer Success in Construction Tech | Mastering CS: Ep 49
In this episode of Mastering CS: Candid Leader Insights, Irina Cismas sits down with Cameron Hogg, Customer Success …
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Webinars and Podcasts
What Gillian Stringer Thinks About Change Management and Real CS Partnership | Mastering CS: Ep 48
In this episode of Mastering CS: Candid Leader Insights, Irina Cismas speaks with Gillian Stringer, Senior Client Partner …
Webinars and Podcasts
How Catalin Petre Runs Customer Success in a Database Scale-Up | Mastering CS: Ep 47
In this episode of Mastering CS: Candid Leader Insights, Irina Cismas speaks with Catalin Petre, Customer Success Manager …
SaaS Metrics
Why Acquisition Quality Matters More Than Acquisition Volume
Suppose you’re in a growth meeting and someone claims, “We doubled sign-ups this month.” While that may sound …
Webinars and Podcasts
From Sales to CS: why Arek Czarnecki switched and what changed | Mastering CS: Ep 46
In this episode of Mastering CS: Candid Leader Insights, Irina Cismas talks with Arek Czarnecki, Head of Customer …
Tools
9 Best Sentiment Analysis Tools to Better Understand Your Customers in 2026
As AI solutions are on the road to full adoption in the business world, sentiment analysis and sentiment …
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 …
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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 …