Customer success and retention

Keeping the customers you already won, and the team that does it.

All Breaking into GTM Doing the work Leading a GTM team How the best do it

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What is the difference between customer success and customer support? Support is reactive and ticket shaped: the customer has a problem, you solve it, you close it. Customer success is proactive and outcome shaped: yo... Breaking into GTM 3 resources → What does a good customer onboarding actually look like? Good onboarding is measured in time to first real value, not in how many training sessions you delivered. Pick one observable moment that means the... Breaking into GTM 4 resources → How do I build a customer health score that actually predicts churn? Start with four to six inputs, not twenty. The ones that earn their place are depth of product usage (not logins), breadth across the account, supp... Doing the work 4 resources → How do I run a QBR that the customer does not find a waste of time? Stop opening with your usage dashboard. Open with the outcome they told you they were buying, and show progress against it in their numbers, not yo... Doing the work 4 resources → My champion at a big account just left. What do I do? Move within 48 hours, before someone else defines your product for the new person. Send a short personal note to the incoming contact congratulatin... Doing the work 4 resources → GitLab publishes its entire customer success handbook. What is worth copying? Three things. The renewal tracking process, because it shows what a renewal looks like as an operational pipeline with stages and owners rather tha... How the best do it 4 resources → What separates a best-in-class QBR from a status update? Benchmarking and a point of view. The best QBRs tell a customer where they sit relative to comparable customers, then say plainly what the top perf... How the best do it 4 resources →

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