The big picture is clear. Customer success teams are critical to the health of SaaS organizations. Their top metrics are almost all revenue-driven. Companies with higher NRR are also more likely to invest in CS. But are CS teams’ goals, budgets, and tech stacks keeping up? Three of the 2024 Customer Success Leadership Study’s key […] The post Three 2024 Customer Success Leadership Study key findings and what they mean for CS leaders appeared first on ChurnZero ..read more

At most SaaS companies, the line item for customer success budgets is dedicated to headcount. This is why on our annual survey of customer success leaders, we ask about “non-headcount budgets.” This non-headcount approach is a technique for understanding how SaaS companies are investing in the needs of their customer success teams. In other words, […] The post The average customer success budget ranges from $110,500 to $667,250 appeared first on ChurnZero ..read more

Metrics are the language of business. Metrics are the key to aligning with finance, proving value to your leadership and of course understanding the health of the business.  So what metrics are customer success teams tracking as we move into 2024? Net revenue retention (NRR) was the top metric at the end of 2023, according […] The post The top 9 customer success metrics for 2024 appeared first on ChurnZero ..read more

Everyone knows a CS leader who stands out from the competition. But what playbooks, strategies and techniques do the best customer success leaders have in common – and what do they prioritize to help their teams succeed? Peter Armaly, a seasoned CS leader, principal at Valuize, and author of Mastering Customer Success, recently dove into […] The post What do the best customer success leaders have in common? appeared first on ChurnZero ..read more

From creating instant emails to summarizing customer accounts in seconds, AI is a dream tool for CSMs. Is it just as powerful for a customer success operations leader?  As it turns out, using AI for customer success operations by leveraging its research and analytical capabilities can yield equally impressive results.   ChurnZero’s You Mon Tsang says that […] The post AI for customer success operations: How to design a segmentation strategy with AI as your assistant appeared first on ChurnZero ..read more

Outcomes based customer success, a strategy that focuses on ensuring customers achieve their desired outcomes, sounds intuitive. But with so many stakeholders in the picture, including your team, your customers, and other internal teams, it’s easier said than done. That’s especially true when it comes to aligning everyone on outcomes and gathering the data to […] The post How to hold customers accountable, and other outcomes based customer success best practices appeared first on ChurnZero ..read more

As a customer success leader, it’s your job to construct the best team model with the CSMs you have. This is a puzzle, because every CS team is made up of disparate, unique, and sometimes conflicting personalities, who each bring different experiences and skillsets to their roles. One way to solve this puzzle is to […] The post How to match your CSMs’ strengths and skills to your customer success model appeared first on ChurnZero ..read more

In just a few short weeks, I’ll be taking the stage alongside Chief Listening Officer Bob London at ChurnZero’s ZERO-IN 2024 conference to talk about how to automate customer success without sacrificing customer intimacy. Bob is an expert in customer discovery and listening skills. My expertise, as you know from my articles here, lies in […] The post How to automate customer success without sacrificing customer intimacy appeared first on ChurnZero ..read more

Outcomes-based customer success is a strategy focused on ensuring that customers achieve their desired outcomes with your product. It sounds straightforward but  it’s easier said than done. It takes a focused team with strong listening and coaching skills, a deep understanding of your product, a curiosity to understand customer goals, and a proactive, strategic approach […] The post What is outcomes-based customer success? appeared first on ChurnZero ..read more

This is a guest post by Angela Allred of BrainStorm, Inc. Customer success (CS) and customer education (CE) are both essential to helping customers thrive. Despite their shared goals, these teams often face friction that isn’t fun for either party and makes it harder for them to have real impact.  Customer success is on the […] The post How to align customer success and customer education (and send customer value soaring) appeared first on ChurnZero ..read more