Customer Success Management is a dynamic role, and finding CSM talent is no easy feat. Let's look at how to craft the perfect Customer Success job description to land your next superstar Customer Success Manager. Jump to examples of Customer Success job descriptions ..read more

Have you heard the big news? Natero is joining Freshworks! This marks the next chapter in Natero's journey, and we couldn't have done it without the support of our amazing users. Freshworks is one of the fastest growing SaaS companies in the world, and we can't wait to bring data-driven Customer Success Management to modern businesses like never before ..read more

From launching new accounts to helping existing customers achieve their goals and securing renewals, Customer Success teams have no shortage of responsibilities. With so many demands on a CSM's time, it's not surprising that leadership teams are ramping up investment in tools and resources to better support Customer Success teams. The concept of "Enablement for Customer Success" has developed out of this need ..read more

The debate over what types of financial incentives companies should offer customer-facing employees has been unfolding for years. Department stores have gone back and forth on whether salespeople should be paid commission, and cable companies have started paying their support reps retention bonuses. How do you determine which compensation plan aligns with the customer's (and by extension, the company's) best interests? This question is especially fitting for Customer Success teams operating at the intersection where company and customer goals meet ..read more

Welcome CustomerLink to the Natero family! We are thrilled to announce that Natero has acquired CustomerLink, a technology and services firm based in Dublin, Ireland. This acquisition strengthens Natero's presence in Europe and expands service and support for our growing EMEA and APAC customer base ..read more

The start of a new year is a good time to reflect on our ambitions for the year ahead and acknowledge the mistakes we've made. Some errors are easy to remedy, while others require us to change our behavior in more substantial ways. Here are four mistakes I commonly see Customer Success teams make and how to address them ..read more

When Customer Success Managers talk customer health, Net Promoter Score (NPS) inevitably comes up. Since its introduction, NPS has spread rapidly and continues to be adopted by more and more CSM teams. But why has NPS become the gold standard for measuring customer sentiment and loyalty? To understand this, let’s take a closer look at what Net Promoter Score is and how CSMs can use it ..read more

Natero connects with a long list of popular business apps, and we're excited to announce our newest batch of native integrations! Aircall, JitBit, and Netsuite are some of the latest sources of customer data for our ever-expanding Customer Success software platform ..read more

Customers are conditioned to see their Customer Success Manager (CSM) as the central point of contact with their vendor. As such, CSMs are the natural first stop for any project a customer wants to discuss. Interested in switching over to annual billing? → Email your CSM. Want to brainstorm a new use case? → Bring it up during your weekly call. Need a custom-built integration? ... You get the idea ..read more

Relationships are at the core of all customer interactions, but it’s impossible to have a productive one if the communication is one-sided. In our personal lives, we have the luxury of writing people off who don't reciprocate our efforts to form a bond. In business, this is rarely the case. As a result, Customer Success Managers (CSM) often struggle to come up with ways to bring unresponsive customers back into the fold. This article will outline strategies CSMs can employ to re-engage customers and establish relationships built on respect ..read more