Keep and grow the customers you win
Customer success and retention
Keeping the customers you already won, and the team that does it.
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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...
How do I structure a customer success team once one person is not enough?
Pick your organising axis on purpose. By segment (enterprise, mid market, SMB) is the default and works when your customers differ mostly in size. ...
Should my CSMs carry a quota?
Eventually yes, but not before your product renews reliably on its own merits. Paying a CSM on expansion when the product is still churning turns t...
How do I stop the sales to customer success handoff from breaking every time?
Two fixes do most of the work. First, bring CS into the deal before the contract is signed, not after, so the customer meets the person who will ru...
How do I forecast renewals so the number is actually believable?
Stop forecasting from CSM sentiment. Build it from a small set of predictive inputs (usage trend, executive engagement, support pattern, open escal...
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 do the best teams cover a long tail of customers without a CSM per account?
They split the book deliberately and then invest properly in the scaled half. Strategic accounts keep named CSMs. Everything below a revenue line g...
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