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The Intersection of Customer Success and UX

I started my early career as a UX (User Experience) Professional. If you aren’t familiar with UX, according to the International standard on ergonomics of human-system interaction, ISO 9241–210, is defined as:  A person's perceptions and responses resulting from the...

How to Hire Bad A$$ CSMs

The expansion of Customer Success continues to impress me. This time five years ago, a search on LinkedIn for “Customer Success” roles rendered around 100 results. Today, I can perform the same search and find 105k advertised positions. Opportunities are abundant if...

Five Steps a VP of CS Needs to Get Started

Recently I was interviewed about the best way to get started in a new role as a new VP of Customer Success (CS).  As I prepared for that interview, I was thinking, I can just reuse what I’ve done before. I reviewed the personal onboarding plans I had created for...

Join the Customer Success Network
Membership to the CSN is open to any professional interested in learning about Customer Success, or working in a customer-facing role. We look forward to your contributions to the Customer Success Network, hearing about your experiences in the field, and the ensuing stimulating discussions.