ClientSuccess

?? Webinar Today: "Adapting CS Operating Models for Profitability" The SaaS industry is evolving, and so is the role of Customer Success. As the focus shifts from hypergrowth to sustainable, profitable growth, CS teams must adapt to align with new business goals, prove their value, and scale effectively. Join us today for an exclusive ClientSuccess webinar featuring: ?? Peter Lyon, CCO, Wigmore IT Group ?? Dave Blake, Founder/CEO, ClientSuccess ?? Date: TODAY November 26 ? Time: 11 AM MT / 1 PM ET ?? Register Now: https://lnkd.in/guZ9mi7m Key Topics We’ll Cover: ? Aligning CS strategies with today’s business goals ? Proving and communicating the value of CS ? Building scalable, high-performing CS teams See you there! #CustomerSuccess #SaaS #Profitability #CSLeadership #Webinar

Hiring Your Next CSM? As we all know many companies resume hiring in January, so here’s what every CS Leader needs to know ?? In today’s fast-paced Customer Success landscape, hiring the right Customer Success Manager (CSM) isn’t just important—it’s essential. A great CSM doesn’t just manage accounts; they build lasting relationships, drive customer outcomes, and protect your revenue. But how do you ensure your next hire is set up for success? It starts with clarity and focus. Here are the 3 key considerations every CS leader should keep in mind when hiring their next CSM: 1. Customer-Centric Mindset Your next CSM should be obsessed with understanding customer needs and delivering value. Look for candidates who can demonstrate empathy, problem-solving, and a proactive approach to ensuring customer success. ?? Pro Tip: During interviews, ask for examples of how they’ve gone above and beyond for a customer. 2. Business Acumen CSMs need to balance customer advocacy with business impact. The right hire should understand the connection between customer outcomes and your company’s bottom line—and know how to communicate it effectively. ?? Pro Tip: Evaluate their ability to measure and report on customer health, churn risk, and expansion opportunities. 3. Growth Mindset The CS field is evolving, and your next CSM should be ready to adapt, learn, and grow. Seek candidates who thrive on feedback, embrace challenges, and show a genuine desire to improve their craft. ?? Pro Tip: Ask about a time they learned a new skill or adapted to a major change in their role. Hiring isn’t just about filling a role; it’s about building a team that will help your customers—and your company—thrive. ?? What’s the #1 quality you look for in a CSM? Share your insights in the comments!

Most companies get it wrong when tracking their churn reasons. We hate to be the bearer of bad news but they didn't churn because your stakeholder left the company. When a customer churns, understanding why is critical. But here’s the thing: many companies track churn reasons in ways that only scratch the surface. Poor tracking leads to incomplete insights, which means you’re solving the symptoms of churn instead of addressing the root causes—the real disease. Let’s break it down. ?? The Difference Between Controllable and Uncontrollable Churn Uncontrollable Churn: Factors beyond your influence, like a customer going out of business or being acquired. Controllable Churn: Factors you can address, like unmet expectations, poor product adoption, or inadequate customer support. Knowing the difference helps you focus your efforts where they’ll have the most impact. Bad Examples of Churn Tracking These are often vague, unhelpful, or mask the real issue: ?? “Budget Issues”: Did the customer not see enough value to justify the cost? ?? “Lack of Features”: Which features were missing, and why were they critical? ?? “Internal Priorities Changed”: What triggered this shift, and could you have influenced their priorities? Good Examples of Churn Tracking The best churn reasons are specific, actionable, and tied to controllable factors: ? “Customer did not achieve [specific outcome] by [specific time].” ? “Low product usage in [key feature or workflow].” ? “Insufficient onboarding led to incomplete setup and low engagement.” Why This Matters When you dig into root causes, you gain actionable insights: Refine your onboarding processes to drive engagement. Enhance product features to align with customer needs. Deliver proactive support to prevent churn triggers. At ClientSuccess, we’re committed to helping CS teams move beyond surface-level reasons and tackle churn at its source. Because when you solve the disease, not the symptom, you create lasting customer success. ?? How does your team track churn reasons today? Share your insights or challenges below—we’d love to hear from you!

What’s the #1 Skill Every CS Leader Should Master in 2025? ?? Customer Success is evolving at lightning speed. As we look ahead to 2025, the demands on CS leaders are higher than ever. To stay ahead, it’s critical to sharpen the right skills that drive impact and set the stage for growth. But we want to hear from YOU—our amazing community of CS professionals and leaders! ?? What do you think is the #1 skill every CS leader should master to succeed in 2025? Vote below and share your thoughts in the comments! ?? Data-Driven Decision-Making ?? Cross-Functional Collaboration ?? Financial & Business Literacy ?? Strategic Vision & Planning ?? Have another skill in mind? Let us know in the comments! Let’s spark a conversation and collectively shape the future of Customer Success leadership. ?? Poll active now—make your voice heard!

?? What’s Next for Customer Success? Predicting 2025 ?? The world of Customer Success (CS) is evolving rapidly, and as we prepare for another transformative year, we can’t help but wonder: What will Customer Success look like in 2025? ?? Will AI-driven customer insights reshape how we engage and retain customers? ?? Could self-service models dominate the CS landscape, or will high-touch relationships remain key? ?? What role will CS play in driving revenue growth and operational efficiency across SaaS companies? At ClientSuccess, we’re all about fostering conversations that push our industry forward. So, let’s hear from YOU! ?? Drop your boldest predictions for Customer Success in 2025 in the comments below. Whether it’s a game-changing technology, an emerging trend, or a new best practice, we want to know what you see on the horizon. Let’s create the future of Customer Success—together. ??

?? Upcoming Webinar: Storytelling & the Voice of the Customer ?? Are you ready to transform customer feedback into a powerful business asset? Join Dave Blake, CEO of ClientSuccess, and Doug Norton, Head of Customer Success leader, for an exclusive webinar on leveraging storytelling and the voice of the customer to drive real impact. Doug has been recognized by execs for his unique, highly effective approach to customer advocacy. In this session, he’ll share his insights on how to turn even the most vocal or “angry” customer feedback into actionable insights that resonate across your organization. What you’ll take away: ? Proven strategies for transforming all types of customer feedback into insights that drive change ? Techniques for crafting compelling customer stories that speak to executives and stakeholders ? Tips to amplify the voice of the customer and influence company strategy ?? Date: Tuesday, November 12 ? Time: 12 pm MT / 2 pm ET Don’t miss out on this opportunity to sharpen your storytelling skills and elevate the voice of your customers! Register now to save your spot ?? https://lnkd.in/e7NegGNz

At ClientSuccess, our commitment to the Customer Success ecosystem runs deep, and we’re proud to see the community recognize our leaders through SuccessHACKER Thought Leadership Awards: ?? Kristi Faltorusso, as a Top 25 Influencer in Customer Success ?? Dave Blake, as a Top 100 Strategist ?? Krista Roberts, as a North America Thought Leader Watchlist honoree Their vision and dedication are helping drive innovation across the industry. Please give them a follow! #CustomerSuccessLeadership #ClientSuccess

Steal this playbook to cut in half your customers' onboarding time! Next Tuesday, October 29 at 10am PT / 1 pm ET, Dave Blake, Casey Trujillo and ??? Todd Kirk will share and discuss onboarding best practices. In this webinar, we will: - Review a real case study to see how Fishbowl was able to reduce customer onboarding time by 62%. - Get an overview of the digital playbook Fishbowl used, and learn how to adapt and adopt it in your organization Plus, learn about your free access to the ClientSuccess x BrainStorm program and why you need to join the waitlist. Register now ? https://lnkd.in/dpHmvJ6e See you there!

Today, Roger Mendez will share how he creates and deploys Customer programs at Cisco. Whether you can connect for the live at 10 am PT / 1 pm ET or just want to receive the replay, It's still time to register! https://lnkd.in/epRdUmrv

?? Ready to scale your Customer Success operations? Join us for the following two Tuesdays as Dave Blake hosts top experts in customer success: ?? October 22: Roger Mendez (Cisco) shares the blueprint for scaling CS programs What you'll learn: - Building scalable customer success frameworks - Aligning customer success with business outcomes - Enhancing speed-to-value and operational excellence Register now: https://lnkd.in/epRdUmrv ?? October 29: ??? Todd Kirk & Casey Trujillo (BrainStorm) reveal how to cut customer onboarding time in half with their proven digital playbook. What you'll learn: - How Fishbowl reduced onboarding time by 62% - The digital playbook that made it happen—adapt it for your organization! Don’t miss out—register now! https://lnkd.in/eV_YJA2V #CustomerSuccess #Webinar #Leadership #Scalability