Customer Success Collective

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Customer Success Collective

The Customer Success Collective is a global community of customer advocates.

If you want to learn, share, develop, network, and scale with your CS comrades, you're in the right place.

31/01/2025

Your team just flagged churn risks in your biggest account. Now what? 🤔

Imagine being armed with strategies that turn those risks into renewed contracts (without scrambling for last-minute solutions). With Customer Success Certified: Core live training, you'll learn practical frameworks to anticipate challenges and deliver results before they escalate.

Walk away with:
✅ Templates you can implement immediately.
✅ Proven methods to drive customer outcomes and OKRs.
✅ A CPD-accredited certification that showcases your strategic value.

📅 Seats are limited for the next live cohort on March 4 from 9am CET.

Download the brochure: https://eu1.hubs.ly/H0g5P2h0

Your career (and your customers) will thank you. 🙌

24/01/2025

There's a lot of talk at this stage of the year, but our promise to you is real:

In 2025, we'll produce two in-depth, data-backed reports that enable you to make career decisions with confidence. 💪

→ The Customer Success Salary Report (to work out if you're being paid fairly)
→ The State of Customer Success Report (to benchmark your skills against top CSM performers)

These research reports are rich in statistics, heavy on insights, and TEAMING with takeaways.

But we need your voice, your experience, to build them:

Your input today becomes your leverage tomorrow, whether you're negotiating your paycheck or pitching to leadership to get buy-in.

You’ll get two in-depth, data-backed reports with just one powerhouse survey: https://eu1.hubs.ly/H0g5q_J0

Aren’t you just a teensy bit curious to know:

💰 How much can you earn as a Head of CS in NYC vs. London?
💭 What the benefits of an adoption framework are?
🧠 How do other organizations handle low-touch, high-touch, and tech-touch engagement?
⚖️ Whether CS teams are responsible for renewals?

Oh, and we haven’t mentioned the best part. When you complete the survey, you’ll receive a collection of 60+ CS-tailored ChatGPT prompts, completely free.

What do you say? Make your mark on customer success today. 👇

https://eu1.hubs.ly/H0g5q_J0

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21/01/2025

Ever wish you had a support system that truly gets it? Melissa isn’t alone in feeling the impact of Pro+ membership. With instant access to 10+ certifications, 60+ templates, and 400+ hours of OnDemand content, Pro+ gives you everything you need to tackle tough customer success challenges and thrive in your role.

Oh, and let’s not forget the free ticket to an in-person Customer Success Summit (worth $1,295) to expand your network and stay ahead of industry trends.

Join Melissa and hundreds of other CS leaders who have discovered what it means to be truly supported.

Download the Pro+ brochure today: https://eu1.hubs.ly/H0f_3H10

17/01/2025

Your customers are growing. Are you?

Imagine this: you're leading a customer success team, decisions are flying at you, and you're the one everyone's counting on to get it right. But what happens when "winging it" stops working?

Customer Success Leadership Accelerator isn’t about fluff or theory. It’s about learning exactly how to lead with confidence. From building high-performing teams to executing strategies that keep customers (and execs) happy, you’ll walk away ready to run the show.

Secure your spot in the February 25 cohort: https://eu1.hubs.ly/H0fJFFC0

P.S. Certified leaders earn $6,431 more per year. Ready to be one of them?

08/01/2025

Lost a CSM on your team? Don’t let your clients feel like Woody.

Did you know that losing a trusted CSM can shake customer confidence as much as losing a star employee?

Here's the blueprint to keep your customers happy (even when their favorite CSM moves on): https://eu1.hubs.ly/H0fJq_S0

When a CSM leaves, it creates "customer limbo" – that dreaded period where clients feel abandoned and uncertain. But here's what we’ve learned:

1. Think like a relay runner. The best transitions happen when both CSMs match pace and smoothly hand over the baton. Plan for 2–4 weeks of overlap when possible.

2. Create a "customer blueprint" that documents everything from account history, communication preferences, and key stakeholders.

3. Your secret weapon? Internal champions. These super users can help new CSMs navigate company culture and maintain continuity during transitions.

4. Transparency is non-negotiable. Proactive communication from leadership shows customers they're still a priority.

The key isn't preventing CSM turnover – it's building a system so robust that any transition feels seamless to your customers.

Read the full scoop in our article: https://eu1.hubs.ly/H0fJmD80

07/01/2025

Your customers aren’t just data points – they’re individuals with unique experiences, needs, and voices that deserve to be heard. But how do you transform that into a customer success strategy that truly resonates?

Customer Success Certified: Core is about more than just “retention” and “churn” jargon. It’s about understanding the core of customer success: how to build authentic relationships, gather meaningful feedback, and create strategies that deliver long-term impact.

From onboarding to metrics, this certification helps you develop customer-centric approaches that not only look good but actually drive success.

Stop guessing and start knowing: https://eu1.hubs.ly/H0fCjPL0

31/12/2024

Ready to lead with confidence? Exec+ is your gateway to mastering customer success and making connections that propel your career.

Gain access to exclusive events, industry insights, leadership certifications, and a global network of CS leaders.

Plus, enjoy invite-only dinners, workshops with top execs, and a supportive members-only community.

Starting February 25, you can join the Leadership Accelerator Program to take your leadership skills to the next level.

Let’s elevate your leadership game and fast-track your path to the C-suite.

https://eu1.hubs.ly/H0fvX7V0

24/12/2024

Imagine this: You’re analyzing last quarter’s churn metrics, and suddenly it clicks – you’re solving the wrong problem. The real issue? Customers are quietly slipping away before you even notice.

What if you could predict those silent exits before they happen? With Customer Retention Certified: Masters, you'll not only spot the signs but also turn disengaged customers into loyal advocates.

This isn’t fluff – it’s a toolkit of proven strategies, templates, and real-world insights from leaders at LinkedIn, Asana, and more.

📌 Bonus? You’ll walk away with lifetime access to every lesson, fireside chat, and framework to sharpen your skills at any time.

Ready to make churn a thing of the past?

Get certified now: https://eu1.hubs.ly/H0fvSM20

20/12/2024

Unlock your leadership potential in a six-week coaching program designed to leave you feeling confident leading your customer success strategy, and delivering maximum impact.

Through live weekly sessions with a customer success expert, supported by a cohort of peers on the same trajectory as you, this six-week coaching and training program has been specifically designed to help you unlock your leadership potential, and accelerate your journey to becoming a confident, informed, and results-driven leader.

You’ll learn how to:
💡 How to transition from practitioner to leader.
🤝 How to deal with stakeholders previously your peers or seniors.
🎯 Strategizing and setting OKRs.

Applications have now opened for new and aspiring leaders to join the upcoming cohort starting February 25, 2025.

https://eu1.hubs.ly/H0fhMJM0

10/12/2024

Your customers don’t just want solutions – they want success. Are you delivering it?

If you’ve ever struggled with customer churn, unclear metrics, or aligning CS strategy with business goals, you’re not alone. These challenges keep even the best customer success managers awake at night.

Imagine walking into your next team meeting armed with proven frameworks, real-life case studies, and an accredited certification that not only validates your expertise but also helps you drive results from day one.

Join Customer Success Certified: Core live training on March 4, 2025, and spend a day learning directly from industry experts. You’ll leave with actionable strategies to:

✅ Reduce churn.
✅ Accelerate onboarding success.
✅ Drive measurable customer outcomes.

Ready to invest in your customers—and yourself?

Secure your spot now: https://eu1.hubs.ly/H0fb58l0

02/12/2024

🚨 Last Chance Alert! 🚨

We know your feed is packed with Black Friday deals, so let’s keep this short:

Today is the FINAL day to save 15% on all certifications and L&D membership plans!

Here’s what you’ll miss if you wait:

✅ Vetted tools & resources to sharpen your skills.
✅ Insider insights from seasoned industry experts.
✅ Globally recognized certifications that give your career a competitive edge.

Use code: CYBER2024 to secure your discount.

Don’t wait – this offer ends tonight! Ready to invest in your growth?

👉 https://eu1.hubs.ly/H0f3Jqh0

29/11/2024

🚀 BREAKING: Your career glow-up starts now. 🚀

Black Friday’s not just for gadgets – it’s for game-changing growth.

Save up to 15% on:

🎟️ Summit tickets – Rub elbows with the pros
🎓 Certifications – Unlock next-level skills
📚 Membership plans – Your ultimate career toolkit

This is the best offer you’ll see all year, so let your L&D budget work smarter, not harder.

👉 https://eu1.hubs.ly/H0dYgsy0

22/11/2024

Got plans on December 3? Join Emily Fetherston, Enterprise Customer Success Manager at Veeam Software, for an exclusive, one-day live training session in customer success, starting at 9am GMT.

Expect:

👩‍🏫 Expert-led sessions on customer feedback, retention, churn, and metrics.

📜 CPD-accredited certification.

📚 OnDemand access to course modules with extra content from Intercom, Google, RingCentral, and 20+ templates and frameworks.

🤝 Networking opportunities with like-minded peers.

And here’s the best part: you can save $300 by enrolling now at the special introductory price of just $999. This offer includes both live training and OnDemand access, making it an unbeatable deal compared to the OnDemand version alone.

Be quick, as there's less than three weeks to secure your spot.

https://eu1.hubs.ly/H0dMrW30

18/11/2024

Is there an extraordinary individual whose dedication and brilliance has transformed your workplace this year?

Whether it's a colleague who consistently goes above and beyond, a visionary manager driving innovation, or even your own remarkable journey of achievement, now's the moment to celebrate excellence.

Their extraordinary talent knows no bounds – a visionary whose 2024 achievements are just a preview of the groundbreaking transformations they'll unleash in 2025.

All you need to do is:

1. Visit this link: https://eu1.hubs.ly/H0dQ6830
2. Fill out the simple nomination form
3. Share your nominee's impact on customer success

It really is *that* simple. Nominate your standout performer for CSC's Ones to Watch in 2025.

15/11/2024

🤔 What does it really take to build seamless cross-team collaboration? 🤔

In our Customer Success Certified: Leadership program AMA, Dominique Duquennoy, Head of Customer Success EMEA at SS&C Blue Prism, reveals his top strategies for fostering effective teamwork across functions.

Key strategies he highlights:
1️⃣ Map out each team’s objectives, with clear roles and responsibilities.
2️⃣ Use a "responsible, accountable, consulted" model to keep everyone aligned.
3️⃣ Set shared goals that require collaboration, bringing in leaders and sponsors from different teams to drive success.
4️⃣ Celebrate wins together! Sharing successes reinforces and celebrates the power of collaboration.

Want the full AMA session with Dominique?

Check out the link for more insights: https://eu1.hubs.ly/H0dBJ020

05/11/2024

Struggling to get ahead of churn before it’s too late? Losing clients at renewal and battling high churn rates?

Without a strong grip on churn management, it’s easy to feel like your efforts aren’t moving the needle. This can hold you back from achieving the kind of customer success you know is possible.

Customer Churn: Certified is launching soon to change that! 🚀 This advanced program is designed to transform you from a churn firefighter to a strategic churn manager.

Learn from industry leaders with decades of experience and get hands-on with real-world strategies, predictive analytics, and proven frameworks to lower churn and boost customer loyalty.

💡 Why join?

Stay one step ahead: Detect churn risk early to safeguard customer relationships.
Lead with data: Leverage predictive insights to tackle churn before it starts.
Level up your role: Become a crucial asset to any customer-focused team.

Don’t miss out! Join the waitlist now to save $100 at launch.

https://eu1.hubs.ly/H0dqvT90

31/10/2024

Trick or treat yo' self to a spooky good time! 🎃👻

25/10/2024

Feeling overwhelmed by the complexities of customer success? 😵‍💫

Customer success is essential for every organization, yet it can be challenging to navigate the many interconnected elements of this field.

We understand!

That’s why we developed a robust Customer Success Framework. This straightforward guide will help you:

⭐ Simplify the intricacies of customer success.
⭐ Foster enduring customer loyalty.
⭐ Craft exceptional customer experiences.

Leave the confusion behind and start thriving!

👉 Explore our framework and elevate your customer success strategy: https://eu1.hubs.ly/H0d5kt20

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🤔 What does it really take to build seamless cross-team collaboration? 🤔 In our Customer Success Certified: Leadership program AMA, Dominique Duquennoy, Head of Customer Success EMEA at SS&C Blue Prism, reveals his top strategies for fostering effec

🤔 What does it really take to build seamless cross-team collaboration? 🤔 In our Customer Success Certified: Leadership program AMA, Dominique Duquennoy, Head of Customer Success EMEA at SS&C Blue Prism, reveals his top strategies for fostering effective teamwork across functions. Key strategies he highlights: 1️⃣ Map out each team’s objectives, with clear roles and responsibilities. 2️⃣ Use a "responsible, accountable, consulted" model to keep everyone aligned. 3️⃣ Set shared goals that require collaboration, bringing in leaders and sponsors from different teams to drive success. 4️⃣ Celebrate wins together! Sharing successes reinforces and celebrates the power of collaboration. Want the full AMA session with Dominique? Check out the link for more insights: https://eu1.hubs.ly/H0dBJ020 #CustomerSuccess #Leadership #TeamManagement #AskMeAnything

Trick or treat yo' self to a spooky good time! 🎃👻

Feeling overwhelmed by the complexities of customer success? 😵‍💫 Customer success is essential for every organization, yet it can be challenging to navigate the many interconnected elements of this field. We understand! That’s why we developed a

Feeling overwhelmed by the complexities of customer success? 😵‍💫 Customer success is essential for every organization, yet it can be challenging to navigate the many interconnected elements of this field. We understand! That’s why we developed a robust Customer Success Framework. This straightforward guide will help you: ⭐ Simplify the intricacies of customer success. ⭐ Foster enduring customer loyalty. ⭐ Craft exceptional customer experiences. Leave the confusion behind and start thriving! 👉 Explore our framework and elevate your customer success strategy: https://eu1.hubs.ly/H0d5kt20 #CustomerSuccess #ProfessionalDevelopment #CareerGrowth

We know that skilfully managing your customer success team is essential for driving impactful strategies and achieving outstanding results. That’s why we’re excited to share the highlights from our recent AMA session with Elizabeth Blass, Chief Custom

We know that skilfully managing your customer success team is essential for driving impactful strategies and achieving outstanding results. That’s why we’re excited to share the highlights from our recent AMA session with Elizabeth Blass, Chief Customer Officer at Karbon. 🚀 In the video below, Elizabeth dives deep into one of the most critical questions for any customer success leader: How can you effectively reduce churn and hit that 90% Gross Revenue Retention (GRR) target? Elizabeth emphasizes the value of focusing on leading indicator metrics like: 🔹 Onboarding: How quickly do your customers reach their first value moment? 🔹 Support: Are your first response times and resolution times keeping customers happy? 🔹 Product: What trends are you seeing in your weekly active users? By digging into these insights, you'll be better equipped to refine your strategies and drive lasting customer success. Don't just track the numbers—understand them. Click the link for the full AMA session: https://eu1.hubs.ly/H0c3MhV0 #CustomerSuccess #Leadership #TeamManagement #AskMeAnything #KPIs

Got plans for September 3? Join us in San Francisco for a one-day customer success training session to learn from an industry expert and network with peers in your area. Expect: 👩‍🏫 Expert-led sessions on customer feedback, retention, churn, and m

Got plans for September 3? Join us in San Francisco for a one-day customer success training session to learn from an industry expert and network with peers in your area. Expect: 👩‍🏫 Expert-led sessions on customer feedback, retention, churn, and metrics. 📜 CPD-accredited certification. 📚 OnDemand access to course modules with extra content from Intercom, Google, RingCentral, and 20+ templates and frameworks. 🤝 Networking opportunities with like-minded peers and complimentary drinks. And the best part? Use code SUMMER2024 to save $149 before August 31. https://eu1.hubs.ly/H0byRgH0 #CustomerSuccess #Networking #ProfessionalDevelopment #SanFrancisco

📢 Big changes underway… 🎨 Fresh look 💜 New feel 🚀 Familiar territory Different label, same table. Pull up your seat for the same great content, now with a swanky new vibe! Customer Success Colllective is looking a little different - but it’s still your go-to for high-value articles, exclusive videos, podcasts, events, courses, and much more. Plus, our ever-growing community. Look forward to seeing you on the journey ahead. ✨ #customersuccesscollective #rebrand #newbeginnings #staytuned

Is AI taking over customer success, or is human touch still king? 🤔 In another special IRL episode of the CS School #podcast, we dive deep with Danielle Martin, Head of Customer Success at TryHackMe, to explore this hot topic. Discover: ➡️ How TryH

Is AI taking over customer success, or is human touch still king? 🤔 In another special IRL episode of the CS School #podcast, we dive deep with Danielle Martin, Head of Customer Success at TryHackMe, to explore this hot topic. Discover: ➡️ How TryHackMe balances AI efficiency with personalized experiences ➡️ Ethical considerations when implementing AI in CS ➡️ Overcoming AI adoption challenges ➡️ Future AI trends that will revolutionize customer success Join us for a masterclass in blending automation with authentic connection to deliver exceptional customer experiences! https://eu1.hubs.ly/H0bf1wM0 #CustomerSuccess #AI #HumanTouch #Podcast

Calling all aspiring customer success leaders! 👋 Are you ready to take your career to new heights and become a confident, data-driven, and impactful CS leader? Hear from the best in the business, like Elizabeth Blass, Chief Customer Officer at Karbon,

Calling all aspiring customer success leaders! 👋 Are you ready to take your career to new heights and become a confident, data-driven, and impactful CS leader? Hear from the best in the business, like Elizabeth Blass, Chief Customer Officer at Karbon, as they share their insider secrets to mastering customer-business harmony, fostering a customer-centric culture, and driving measurable results. This online course is your fast-track to customer success leadership prosperity. Tap into the experience of industry experts and walk away with the knowledge, tools, and skills to elevate your team and organization. Join the waitlist to get early access to bonus footage and 10% off when it launches! 👇 https://eu1.hubs.ly/H08qfx00 #CustomerSuccess #Leadership #CareerGrowth #ProfessionalDevelopment

First impressions matter, especially when it comes to onboarding. Think you're nailing it? Think again. Dive into guidecx ’s latest article to discover the magic potion: automation. 🤖 Why? Because ticking boxes isn’t enough. Let's redefine efficiency, eliminate those pesky human errors, and truly set our clients up for success. Ready to transform? Here’s your shot: https://www.customersuccesscollective.com/how-to-automate-your-client-onboarding-process/?utm_source=facebook&utm_medium=social&utm_campaign=content&utm_id=content #CustomerSuccess #CustomerOnboarding #Automation

To say AI has taken off in the last 12 months is probably an understatement. How're you and your team using it to be more efficient? With new tools being released almost daily, keeping up is a never-ending chase. 🏃‍♀️ We're launching a series of guides and workshops to cut through the jargon and show you how AI can amp up your work. 🚀 You'll hear from top industry experts sharing their AI know-how so you can use the right tools to help you 10x productivity and be the go-to AI expert in your company. 💪 Don't get left behind! Sign up to the waiting list today to be the first to know when our AI workshops are available. Seize the AI advantage! 💥 #AI #ArtificialIntelligence #AIAdvantage #MachineLearning #FutureOfBusiness https://lnkd.in/eej3EwTk

In our modern, globally-connected workspace, one of the most common and costly challenges customer success leaders face is communication breakdown. Misunderstandings can lead to missed deadlines, costly errors, and internal conflict, a problem that becomes magnified with remote or international teams. 💼🌍 The good news? We have a solution that directly addresses these communication breakdowns.… 🥳 Our six-week Customer Success Leadership Accelerator Program is specifically tailored for 👇 ✔️ Those who have one or two direct reports. ✔️ New managers in the last 18 months. ✔️ Those looking to step into a management role in the next 12 months. Wanna join? Go ahead and secure your seat below 👇 https://certified.customersuccesscollective.com/p/customer-success-leadership-accelerator #customersuccess #csc #customersuccesscollective #leadership

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