Customer Success Battle Scars: Don’t F@&k Around With Hiring

“I want your job”. Who has been in a leadership position and not heard that at least once from a candidate in response to asking about their career objectives? I was no different when I was younger but I was probably not as brash. I knew early on in my career that I wanted to run … Continue reading Customer Success Battle Scars: Don’t F@&k Around With Hiring

It’s not what you do, but how you make your customers feel in Customer Success

In Customer Success, we all make mistakes from time to time. I made one and it didn’t catch up to me until recently. It happened to be the same day that I saw my CEO speak on the topic of Customer Success and creating advocates. He reminded me that while you may have the best … Continue reading It’s not what you do, but how you make your customers feel in Customer Success

5 easy ways to keep your customer success teams sharp

You may have heard these excuses “we’re too busy” or “we don’t have the budget for training”. When it comes to helping your customer success team members grow and build their skills, these excuses are not only foolish, they can sink your team and your company. You may be a start-up and not have the … Continue reading 5 easy ways to keep your customer success teams sharp

Feature request or the car built for Homer? The Customer Success Dilemma

“We need this new feature and we need it now! My customer has been asking for it for weeks and they can’t use our product the way they want to without it.” This was a fictitious conversation but conversations like this happen each and every day between those that work directly with customers and those … Continue reading Feature request or the car built for Homer? The Customer Success Dilemma

20 Ways to Delight Customers as a Customer Success Manager

I've been very blessed with a wonderful and understanding family that allows me to follow my dreams and for having the chance to work with some amazing people over the years. I worked for a number of great leaders along the way including Nadia DeVilla. She made me realize that in order to grow as … Continue reading 20 Ways to Delight Customers as a Customer Success Manager

Customer Success And Marketing: The New Alignment Battle in B2B

In my earlier days as a customer success manager, I remember getting this irate email from a customer. I don’t remember which customer and I don’t remember exactly what they said but I do remember wanting to find the marketer from my company that sent them the email and giving them a peace of my … Continue reading Customer Success And Marketing: The New Alignment Battle in B2B