"Solid Handover" workflow should not feel like a relay race.  No need to “pass the baton” between Sales and CS. We’ve all been there: A deal closes, and the CSM is left digging through a "black hole" of scattered emails, call recordings, and cryptic CRM notes. Now we can leverage AI to bridge this gap. The post includes a suggested prompt to help you create a solid brief of a new client based on sales notes , emails, and calls.

If you have worked in Customer Success for as long as I have, you know the feeling of the week between Christmas and New Year’s. It is a strange sort of limbo. No major client priorities. Your inbox slows down, your calendar is relatively empty, and you are left with a binary choice: Shut down or try to catch up on a year’s worth of admin leftovers. This planned downtime is the perfect breeding ground for Micro-Learning. You need 15 minutes a day to plant seeds that will be

As expansion and retention account for a growing share of SaaS revenue, traditional planning models that prioritize new logo acquisition are increasingly misaligned with how growth is actually generated.

We often assume that the most profound impact comes from those who stay: family, lifelong friends, long-term colleagues. But what about the people who pass by for only a moment… and still change everything? The dynamic of our lives creates new opportunities to meet new acquaintances. In fact, our paths are filled with temporary people.

Earning your customer’s trust does not take place during smooth moments; it’s built when priorities shift, challenges arise, and your customer looks to you for guidance. Great CSMs lean into these difficult conversations.

A few weeks back, I attended two events with fellow Customer Success professionals. The buzz around AI was everywhere—so much so that if...