ClientSuccess

🎯 Reset, Refocus, and Realign for 2025 As the year winds down, many companies are taking stock of their achievements and resetting priorities for the year ahead. For Customer Success Managers, this is the perfect opportunity to revisit, reset, and document customer goals for 2025. If you’ve struggled to get clear goals documented in the past, now is the time! Many customers are already in planning mode, which makes these conversations not only easier but expected. But give them the space they need; the last two weeks of the year might not be the best time to ask for their time to discuss. But January is right around the corner, so now's the time for you to prepare for these conversations. Here are 3 tips to help you clarify and confirm your customers’ goals: 1️⃣ Start with what you know: Reference historical data, past conversations, and this year’s outcomes. Use this as a foundation to spark the discussion. 2️⃣ Ask "why" repeatedly: Dig deeper into the impact they’re hoping to achieve. Goals should tie directly to business outcomes, so ask thoughtful questions to uncover the underlying motivations. 3️⃣ Co-create the plan: Don’t just capture goals—document them collaboratively. Agree on success metrics, timelines, and how you’ll track progress together. Pro tip: Use ClientSuccess to easily document, track, and measure these goals in collaboration with your customers. Our platform makes it simple for both CSMs and Leaders to align on what success looks like and stay accountable throughout the year. Let’s make 2025 the year of measurable impact and strategic partnerships. 💡How are you planning to reset customer goals for the new year? Share your strategies below! 

Join us TODAY for the ClientSuccess Webinar: Accelerating Time to First Value happening at 11 AM MT / 1 PM ET! This is your last chance to register and gain actionable insights on reducing time to first value, building trust, and driving customer success with two industry leaders: 🎤 Donna Weber, Customer Onboarding and Value Realization Expert 🎤 Dave Blake, Founder/CEO of ClientSuccess 📋 What you’ll learn: ✅ Why first value is the key to customer retention. ✅ Practical ways to sidestep onboarding pitfalls and engage customers. ✅ Proven tips to deliver quick wins and set the foundation for long-term success. ⏳ Don’t miss out – it’s not too late to register! 👉 REGISTER NOW and we’ll see you soon! https://lnkd.in/gp7zzxZg #customersuccess #customeronboarding #timetovalue

When Was the Last Time You Audited Your CS Platform? 🤔 Your Customer Success Platform (CSP) is a powerhouse for managing customer relationships, but like any tool, it needs regular attention to stay sharp and aligned with your goals. At ClientSuccess, we recommend conducting an internal audit at least every six months. Why? Because your business evolves, your customer needs shift, and your processes mature. Regular audits ensure your CSP supports your strategy rather than holding it back. Here are 5 areas to review and optimize during your CSP audit: 1️⃣ Customer Health Scoring – Are your metrics still relevant? Update your scoring model to reflect evolving customer behaviors and business priorities. 2️⃣ Playbooks and Workflows – Are your automations driving efficiency or creating bottlenecks? Ensure they're aligned with your team's needs and customer lifecycle. 3️⃣ Reporting and Insights – Are you tracking the right data? Validate that your dashboards deliver actionable insights for decision-making. 4️⃣ Integrations – Are your connected systems working seamlessly? Test integrations and assess if new tools or updates are needed. 5️⃣ Team Training and Adoption – Is your team using the platform effectively? Identify gaps and provide ongoing education to maximize adoption and value. 👉 Pro Tip: Involve your CSM in this process! They can help benchmark best practices and ensure your platform is running at peak performance. So, when was the last time you audited your CSP deployment? Drop a comment below! 👇 If it's been a while, now’s the perfect time to schedule a review.

Data is the backbone of every successful Customer Success strategy. But not just any data—accurate, current, and relevant data is what fuels insights, drives decisions, and creates meaningful customer interactions. 🚀 Yet, many companies struggle with data hygiene, leaving their teams to navigate incomplete, outdated, or irrelevant information. This leads to missed opportunities, inefficiencies, and even frustrated customers. 🔍 Here's why ... Data silos across teams. Lack of clear ownership or governance. Processes that don't keep pace with growth. But here’s the good news: with the right focus, Customer Success teams can transform their data into a reliable asset. 💡 Here are 3 Ways YOU can Improve Data Hygiene: 1️⃣ Standardize Data Collection: Define what “good” data looks like—be consistent in fields, formatting, and inputs. 2️⃣ Conduct Regular Data Audits: Schedule routine checks to clean, update, and validate your data to ensure accuracy. 3️⃣ Set Up Clear Ownership: Assign responsibility for maintaining data quality, whether it’s a single owner or cross-functional governance. When teams commit to better data hygiene, the impact is undeniable. ✨ When we get this right, we are so POWERFUL 💪 Proactively Identify Risk: Spot patterns and trends before they become churn drivers. Deliver Personalized Experiences: Use accurate data to tailor strategies and strengthen customer relationships. Make Data-Driven Decisions: Build trust with stakeholders by sharing insights backed by reliable data. Good data isn’t just a nice-to-have—it’s a game changer. Take the time to get it right, and watch your Customer Success initiatives thrive. 🌟 What strategies has your team implemented to ensure data quality? Let’s share ideas below! 👇

Playbooks are the secret sauce of a well-oiled Customer Success team—but only when done right. The truth? Most playbooks fail to deliver because of three common mistakes. Let’s change that. Playbooks should empower your team to drive outcomes, not just check off tasks. However, many teams fall into these traps: 1️⃣ Overcomplicating the Process – Too much detail can overwhelm your team. Playbooks should guide, not micromanage. 2️⃣ Building for the Ideal, Not the Real – Playbooks must reflect real-world customer scenarios, not hypothetical ones. 3️⃣ Failing to Involve the Team – If your team isn’t involved in creating the playbook, they won’t feel invested or see its value. Here’s how to get it right: ✔ Keep It Simple – Use clear, actionable steps that align with measurable outcomes. ✔ Iterate Constantly – Playbooks aren’t static. Regularly update them based on feedback and evolving customer needs. ✔ Embed Team Collaboration – Include your CSMs in the creation process to ensure buy-in and practicality. 💡 Playbooks aren’t just tools—they’re frameworks for success. Done well, they create consistency, improve efficiency, and set the foundation for scalable growth. What’s your experience with playbooks? Share your lessons in the comments!

🚀 Webinar Today: "Adapting CS Operating Models for Profitability" The SaaS industry is evolving, and so is the role of Customer Success. As the focus shifts from hypergrowth to sustainable, profitable growth, CS teams must adapt to align with new business goals, prove their value, and scale effectively. Join us today for an exclusive ClientSuccess webinar featuring: 🔹 Peter Lyon, CCO, Wigmore IT Group 🔹 Dave Blake, Founder/CEO, ClientSuccess 🗓 Date: TODAY November 26 ⏰ Time: 11 AM MT / 1 PM ET 🔗 Register Now: https://lnkd.in/guZ9mi7m Key Topics We’ll Cover: ✅ Aligning CS strategies with today’s business goals ✅ Proving and communicating the value of CS ✅ Building scalable, high-performing CS teams See you there! #CustomerSuccess #SaaS #Profitability #CSLeadership #Webinar

Hiring Your Next CSM? As we all know many companies resume hiring in January, so here’s what every CS Leader needs to know 🎯 In today’s fast-paced Customer Success landscape, hiring the right Customer Success Manager (CSM) isn’t just important—it’s essential. A great CSM doesn’t just manage accounts; they build lasting relationships, drive customer outcomes, and protect your revenue. But how do you ensure your next hire is set up for success? It starts with clarity and focus. Here are the 3 key considerations every CS leader should keep in mind when hiring their next CSM: 1. Customer-Centric Mindset Your next CSM should be obsessed with understanding customer needs and delivering value. Look for candidates who can demonstrate empathy, problem-solving, and a proactive approach to ensuring customer success. 💡 Pro Tip: During interviews, ask for examples of how they’ve gone above and beyond for a customer. 2. Business Acumen CSMs need to balance customer advocacy with business impact. The right hire should understand the connection between customer outcomes and your company’s bottom line—and know how to communicate it effectively. 💡 Pro Tip: Evaluate their ability to measure and report on customer health, churn risk, and expansion opportunities. 3. Growth Mindset The CS field is evolving, and your next CSM should be ready to adapt, learn, and grow. Seek candidates who thrive on feedback, embrace challenges, and show a genuine desire to improve their craft. 💡 Pro Tip: Ask about a time they learned a new skill or adapted to a major change in their role. Hiring isn’t just about filling a role; it’s about building a team that will help your customers—and your company—thrive. 💬 What’s the #1 quality you look for in a CSM? Share your insights in the comments!

Most companies get it wrong when tracking their churn reasons. We hate to be the bearer of bad news but they didn't churn because your stakeholder left the company. When a customer churns, understanding why is critical. But here’s the thing: many companies track churn reasons in ways that only scratch the surface. Poor tracking leads to incomplete insights, which means you’re solving the symptoms of churn instead of addressing the root causes—the real disease. Let’s break it down. 🔍 The Difference Between Controllable and Uncontrollable Churn Uncontrollable Churn: Factors beyond your influence, like a customer going out of business or being acquired. Controllable Churn: Factors you can address, like unmet expectations, poor product adoption, or inadequate customer support. Knowing the difference helps you focus your efforts where they’ll have the most impact. Bad Examples of Churn Tracking These are often vague, unhelpful, or mask the real issue: 🚫 “Budget Issues”: Did the customer not see enough value to justify the cost? 🚫 “Lack of Features”: Which features were missing, and why were they critical? 🚫 “Internal Priorities Changed”: What triggered this shift, and could you have influenced their priorities? Good Examples of Churn Tracking The best churn reasons are specific, actionable, and tied to controllable factors: ✅ “Customer did not achieve [specific outcome] by [specific time].” ✅ “Low product usage in [key feature or workflow].” ✅ “Insufficient onboarding led to incomplete setup and low engagement.” Why This Matters When you dig into root causes, you gain actionable insights: Refine your onboarding processes to drive engagement. Enhance product features to align with customer needs. Deliver proactive support to prevent churn triggers. At ClientSuccess, we’re committed to helping CS teams move beyond surface-level reasons and tackle churn at its source. Because when you solve the disease, not the symptom, you create lasting customer success. 💬 How does your team track churn reasons today? Share your insights or challenges below—we’d love to hear from you!

What’s the #1 Skill Every CS Leader Should Master in 2025? 🤔 Customer Success is evolving at lightning speed. As we look ahead to 2025, the demands on CS leaders are higher than ever. To stay ahead, it’s critical to sharpen the right skills that drive impact and set the stage for growth. But we want to hear from YOU—our amazing community of CS professionals and leaders! 👉 What do you think is the #1 skill every CS leader should master to succeed in 2025? Vote below and share your thoughts in the comments! 🔘 Data-Driven Decision-Making 🔘 Cross-Functional Collaboration 🔘 Financial & Business Literacy 🔘 Strategic Vision & Planning 💬 Have another skill in mind? Let us know in the comments! Let’s spark a conversation and collectively shape the future of Customer Success leadership. 🌟 Poll active now—make your voice heard!

🚀 What’s Next for Customer Success? Predicting 2025 🌟 The world of Customer Success (CS) is evolving rapidly, and as we prepare for another transformative year, we can’t help but wonder: What will Customer Success look like in 2025? 💡 Will AI-driven customer insights reshape how we engage and retain customers? 💡 Could self-service models dominate the CS landscape, or will high-touch relationships remain key? 💡 What role will CS play in driving revenue growth and operational efficiency across SaaS companies? At ClientSuccess, we’re all about fostering conversations that push our industry forward. So, let’s hear from YOU! 👉 Drop your boldest predictions for Customer Success in 2025 in the comments below. Whether it’s a game-changing technology, an emerging trend, or a new best practice, we want to know what you see on the horizon. Let’s create the future of Customer Success—together. 🌐