- From Coordinator to Consultant: How the CSM Role Is Actually Changing
The Customer Success Manager role has never been easy to define. Depending on the organization, a CSM might spend most of their time managing renewals, running QBRs, handling escalations,… Read more: From Coordinator to Consultant: How the CSM Role Is Actually Changing - AI Will Not eliminate CSMs. But It Will Eliminate Teams That Don’t Use It.
The question of whether AI will eliminate Customer Success Managers has been circulating for the past two years. It’s the wrong question. The more useful one — and the… Read more: AI Will Not eliminate CSMs. But It Will Eliminate Teams That Don’t Use It. - The Four Tools That Actually Correlate With Better Client Retention
There’s no shortage of CS software on the market. Health score dashboards, engagement platforms, workflow automation tools, AI copilots — the category has expanded faster than most teams can… Read more: The Four Tools That Actually Correlate With Better Client Retention - Scaling Client Success Without Burning Out Your TeamThere’s a version of CS scale that looks like success from the outside and feels like burnout from the inside. More accounts per CSM. Faster response expectations. Bigger books… Read more: Scaling Client Success Without Burning Out Your Team
- What Is CS Ops — And Why More Teams Are Adding ItEvery high-performing customer success team has something working behind the scenes. Not more CSMs. Not a bigger budget. A function that makes sure the right client gets the right… Read more: What Is CS Ops — And Why More Teams Are Adding It
