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AI
- AI explained: an introductory guide to keeping up with Artificial Intelligence
- AI for customer success operations: How to design a segmentation strategy with AI as your assistant
- ChurnZero Product Release Notes: May 2025
- Customer health scores in the age of AI.
- Cutting leadership change churn by nearly 75%: A case study
- Data security for customer success: A CS leader’s guide to protecting your customers’ trust.
- Five tips on AI prompt writing (with real world Customer Success examples)
- Getting to the human touch at scale with generative AI in customer success
- Growth beyond the sale: how customer context and data build a growth engine.
- How to advance your CS team’s AI maturity (and why it could improve your NRR)
- How to get your company started, not stuck, with AI
- How to improve customer success ratios: Why it’s an operational challenge, not a staffing issue.
- How to leverage AI for customer retention
- How to make the biggest impact with AI video in customer success
- How to run a feature adoption audit and get ahead of “retention bombs.”
- How to scale customer success with tiered, AI engagement.
- How to use AI for customer discovery conversations and turbocharge your insights.
- Inside Engagement AI and ChurnZero’s AI Capabilities for Customer Teams
- Leading with elegant problem solving: You Mon Tsang on Your Leadership Podcast
- Meet ChurnZero’s AI Agents: the agentic AI for customer success teams.
- Need to drive AI adoption faster? Find your customer team’s AI champion.
- New research: AI in customer success—what’s working and what it means
- Playing to win in CS: How leaders can align revenue ownership and use AI to empower CSMs.
- Playing to Win In CS: Making the right calls on AI and CRMs vs. CSPs.
- Playing to win: In football and customer success.
- Reframing your thinking about generative AI
- Sales teams outpace CS on AI adoption and measurement.
- Supercharge your success with ChurnZero’s new Customer Success AI™
- The AI blind spot: How customer success teams can start measuring AI impact
- The AI paradox: CS teams are saving time but NRR isn’t budging.
- The Second Quarter: Playing to Win
- We used AI agents to help build our Customer Advisory Board. Here’s what they found that we couldn’t.
- What AI needs from you to make it work in customer success.
- What does an AI-first customer success strategy look like?
- What generic AI keeps getting wrong about customer success.
- What it takes to make AI agents work for your customer success team.
- When is it time to centralize your customer team’s AI?
- Why AI is no longer optional: Insights from SaaS Capital’s 2025 B2B Benchmarking Survey
- Will AI replace customer success managers? Here are sound arguments from both sides.
- Your data isn’t the problem. Waiting is.
ChurnHero Award Winners
CRM CSP
- Five clear signs your customer success technology needs an upgrade.
- Four essential questions to help you design your digital customer success strategy
- How to amplify digital customer success with your support team’s insights
- Playing to Win In CS: Making the right calls on AI and CRMs vs. CSPs.
- Post-sale teams, stop treating your CRM like a Swiss Army knife
- Serious About Customer Success? Your CRM is Not Enough!
- Should you buy or build your customer success platform?
- Three 2024 Customer Success Leadership Study key findings and what they mean for CS leaders
- What do the best customer success leaders have in common?
- What every CRO should know about customer success, and how to set them up to win.
- Why customer success should take the lead on customer contact database health
Digital CS
- [Q&A] Ready to Scale: The Tech Stack That Drives Your Digital Customer Success Program
- 5 digital Customer Success tactics that ChurnZero makes easy
- Beyond email: four essential digital customer engagement channels for CS teams
- Digital customer engagement: how to balance one-to-one and digital interaction
- Digital Customer Success Pyramid to Drive Retention
- Four digital customer success trends to watch in 2025
- Four essential questions to help you design your digital customer success strategy
- Four steps to build a digital customer success strategy from scratch
- Get back to basics: 4 email automation best practices for Customer Success
- How Online Communities Create Customer Advocacy and Retention
- How to build a community to support a scaled customer success team
- How to build a digital customer success proof of concept
- How to build your digital customer success strategy: an expert’s guide (part two)
- Lessons Learned about Building Remote Customer Success Teams from 4 Years on the Job
- Lost in the maze? Simplify your customer journey map with these five tips
- REST API gives CS leaders more room to lead.
- Scaling customer success: What to consider when transitioning to a digital customer success strategy
- The top 2024 customer success trends predicted by industry experts
- Using digital customer success internally to enable your CSMs
- When churn isn’t a bad thing, ideas for automating personal emails, principles of a customer-centric company
Engagement
- 12 Quick and Easy Engagement Automations for Customer Success
- 5 Steps to Engaging Executives
- 5 Tips for How to Deal With an Angry Customer
- 6 Ways to Spread the Customer Love
- 8 tips for encouraging your team to write content for your customer community
- 9 Common Difficult Customer Conversation Mistakes & How to Avoid Them
- 9 Well-Meaning Yet Harmful Phrases to Avoid with Customers
- A Quick-Start Guide to Low-, Mid-, and High-Touch Renewal Outreach Using Plays
- Churn Monster: The Victim
- CSM Confidential – Part 1: Difficult Customer Conversations
- Customer advocacy: How to get your customers and Customer Success team invested
- Customer feedback: the importance of both positive and negative reviews
- Cutting leadership change churn by nearly 75%: A case study
- Dear CSM: Stop calling customers just to “Check In”, Marketing, CS, and Sales Alignment, and Getting CS Budgets Approved
- Digital customer engagement: how to balance one-to-one and digital interaction
- Digital Customer Success Pyramid to Drive Retention
- Find your ideal action item every time with customer success data alchemy
- Four customer engagement strategies for SaaS companies
- Four digital customer success trends to watch in 2025
- Get back to basics: 4 email automation best practices for Customer Success
- How Best to Create a B2B Customer Survey
- How customer success can use storytelling to drive renewals
- How often should customer success meet with customers face-to-face?
- How SaaS Companies Can Improve Customer Experience
- How to activate the ripple effect in B2B2C customer success
- How to align customer success and customer education (and send customer value soaring)
- How to automate customer success without sacrificing customer intimacy
- How to build a community to support a scaled customer success team
- How to build a digital customer community and maximize its impact
- How to build a sustainable customer advocacy program for 2026
- How to build buzz in your customer community: Four engagement strategies
- How to Drive Conversions from Trial to Paid Subscriptions
- How to identify and reduce customer friction points
- How To Lead Quarterly Business Reviews (QBRs) Customers Want To Attend
- How to make the biggest impact with AI video in customer success
- How to manage conflict in customer success
- How to operationalize customer advocacy into a growth engine.
- How to supercharge your company’s customer marketing with ChurnZero
- How to use AI for customer discovery conversations and turbocharge your insights.
- How wrong customers can cripple your growth, reasons sales should care about CS, how to make your customers fall in love with you
- If You Don’t Ask, The Answer Is Always No
- Inside Engagement AI and ChurnZero’s AI Capabilities for Customer Teams
- Key questions for your next CS hire, tips for handling unreasonable customers, keeping a customer when your champion leaves
- Nailing the Customer Handoff Between Sales and Customer Success
- Outcomes-based customer success
- Q&A: How to Conduct Customer Exit Interviews and Use What You Learn to Fight Churn
- Q&A: The Right Way to Handle Customer Objections & Negotiations
- Q&A: Unpacking the Power of the Executive Business Review
- QBR mistakes to avoid, how annual plans can reduce churn, linking customer education to product use and adoption
- Rethinking the Quarterly Business Review
- Rules of Engagement for Customer Success and Sales
- Seven customer community building tips for SaaS CSMs
- Seven things B2B SaaS customer teams can learn from consumer subscription businesses
- Simplify Handoffs between Sales and Customer Success, The Importance of User or Customer Onboarding, the Anatomy of a Customer Success Quarterly Business Review
- Strategies for an Effective Partnership between Customer Success & Sales – Part 2
- The customer success outreach technique for hitting all of your accounts with value, regularly
- The importance of defining your users’ onboarding story, tips to up your QBR game, how to hire a proactive CSM
- The magic of cross-functional communication, sales mistakes that lead to churn, achieving CS transformation
- The power of positive reinforcement: 13 customer wins worth celebrating
- The Psychology Behind Effective Customer Success
- Tips for Handling Customer Problems, Customer Success Myths Busted, and Improving Productivity with Automation
- Voice of the Customer – Part 2 – Analyze and Respond
- Voice of the Customer – Part 3 – Close the Loop
- We used AI agents to help build our Customer Advisory Board. Here’s what they found that we couldn’t.
- What is outcomes-based customer success?
- When customers give notice: handling the cancelation conversation
- Why CSM needs to be a single digit hire, luxury & customer success, excuses to talk to your customers
- Why customer advocacy matters more than ever
- Why You Need to Engage New Users Even After Product Launch
- Why your product moat is disappearing.
- Your Point of Contact Left: Now What?, Customer Success Hiring Questions, and Engaging Customers without Annoying Them
Events
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Expansion
- Apply the REACH Framework to drive expansion in customer success
- How to advance your CS team’s AI maturity (and why it could improve your NRR)
- How to build a customer expansion strategy that scales.
- How to design a customer experience that AI can’t copy.
- How to increase net revenue retention with Customer Success qualified leads (CSQLs) and strategic operations
- How to own more of the decisions that drive your NRR
- How to stop losing revenue by fixing preventable churn
- Is it magic, or ChurnZero? SalesIntel reveals the secrets of its expansion success.
- Playing to win in CS: How leaders can align revenue ownership and use AI to empower CSMs.
- Preventing churn without growing revenue is playing not to lose.
- Q&A: Selling for People Who Don’t Love Sales – Part 2
- Redefining customer health.
- Sales teams outpace CS on AI adoption and measurement.
- The AI paradox: CS teams are saving time but NRR isn’t budging.
- The Fourth Quarter: In customer success, championships are won in the details.
- The SaaS Debate: Who Owns the Renewal and Upsell? Customer Success vs. Sales
- Three reasons your health score isn’t predicting churn.
- What to measure in your first 90 days as a CS leader.
- Your next expansion opportunity is closer than you think. Here’s how to reach it.
Management
- “Negotiate the mandate,” and other advice for nailing a VP of CS interview.
- [Infographic] Top 5 Traits of a Customer Success Leader
- [Videos] Q&A With Customer Success Leaders
- 12 reasons Customer Success teams need training
- 12 Steps to Conducting a Productive Customer Success Brainstorming Session
- 20 Customer Success Interview Questions to Ask CSM Candidates
- 20 quick insights on Customer Success and SaaS metrics with Dave Kellogg
- 3 BIG RYG Sessions that Help You Level Up as Customer Success Manager
- 4 Must-Know Metrics for Chief Customer Officers
- 4 Ways to Break Your Meeting Monotony
- 5 digital Customer Success tactics that ChurnZero makes easy
- 5 Essential Steps for Customer Journey Mapping Initiatives
- 5 pieces of career advice for starting in Customer Success
- 5 steps for a smoother customer escalation
- 5 tips for first-time managers in customer success
- 6 Key Takeaways From ‘Managing Friction Between Customer Success and Other Company Departments’ Panel
- 6 Ways To Get Customer Success More Clout (and a Seat at the Table) – Part 2
- A guide to proactive at-risk customer strategies
- A look back at entrepreneurial lessons learned and the rise of net revenue retention with ChurnZero CEO You Mon Tsang
- A roadmap to coaching your CSM team to success (Part 3 of 3).
- Achieving Customer Success Maturity: Focus Areas, Pitfalls, and Warning Signs
- Advice from Customer Success Experts
- Apply the REACH Framework to drive expansion in customer success
- Are you ready to implement, or just ready to buy?
- Avoiding the ‘where did we go wrong’ moment, Millennial Customers and the Customer Success Tipping Point
- Balancing stress as a CSM: Six lessons I wish I’d learned sooner
- Building credibility fast: How to earn trust now and set the stage for your next promotion.
- Busting Customer Success myths, should you prioritize churn or growth, why CS pros make the best leaders
- Championing the Customer Success team’s role in a way that other teams can’t ignore
- ChurnZero Power-Users Share Tips, Tricks and Best Practices
- Coaching new CSMs? Don’t overlook these three core skills.
- CS Career Guide: Customer Success Job Titles, Descriptions, & Salaries
- CSMs getting stuck? Keep moving with the Next Best Action Framework for customer success.
- Customer Success and finance: 8 metrics to build closer alignment
- Customer Success and product: how to align your customer-centric stars
- Customer Success benchmarks: headcount and budgets
- Customer Success capacity planning and budget guide
- Customer success career advice: a talent playbook for CS job seekers and hiring managers
- Customer Success Management Tips for Rebuilding the Partnership, How to Prepare for a Customer Success Interview, Customer Success is your Company’s Success
- Customer Success Maturity Model
- Customer Success Skills: Striking a Balance
- Customer Success Starts Within: 6 Ways to Put Employees First
- Customer Success Team Structure: How To Build Your CS Team by Company Size and With AI
- Customer success under the CRO: five tips for customer leaders
- Customer Success vs. Customer Support vs. Account Management vs. Professional Services: What’s the Difference?
- Customer Success, Start Playing Offense to Build Your Executive Presence
- Data security for customer success: A CS leader’s guide to protecting your customers’ trust.
- Decision boundaries: Creating guardrails that help CSMs improve customer experience.
- Do customer success teams have an operational leadership gap?
- End of Year Customer Success Checklist
- Everything you need to know about customer advisory boards
- Expert Tips from Customer Success Leaders
- Facing economic challenges in Customer Success? Revisit the foundations of your program
- Five essential truths for customer success leaders in mid-2024
- Five hiring trends for Customer Success professionals to know in 2023
- Five revenue terms your CS and sales teams should define together.
- Five things Customer Success professionals want in their next position
- Five unconventional customer success interview questions: why to ask them, and how to answer.
- From churn to champions: Leveraging professional development for customer retention
- Get ready for 2026 with our top 12 recommended 2025 reads and views for customer leaders
- Got self-doubt? How to silence imposter syndrome in Customer Success
- Growth beyond the sale: how customer context and data build a growth engine.
- How Customer Success can get a bigger piece of the budget pie with Jeff Heckler
- How Customer Success can transform your SaaS business
- How Customer Success can use a force field analysis to drive change (in 5 steps)
- How Customer Success can use metrics to better engage investors and boards
- How customer success leaders can help their teams manage stress
- How fast is too fast? Scaling your customer success team at the right pace.
- How out-of-date are your CSM job descriptions?
- How to advance your CS team’s AI maturity (and why it could improve your NRR)
- How to avoid the biggest AI mistake that CS teams make (and what you can do instead).
- How to become a CCO: four customer leaders share how they leveled up
- How to break the cycle of customer success fire drills.
- How to build a customer expansion strategy that scales.
- How to close the CSM training gaps that hold your customer team back.
- How to close your team’s CSM revenue readiness gap.
- How to create more effective job descriptions for customer success and professional services roles
- How to crush your expansion goals through sales and customer success alignment
- How to design a customer experience that AI can’t copy.
- How to design customer success compensation plans that attract top-tier talent
- How to drive bigger outcomes with a smaller customer success team
- How to empower your CSMs to own and analyze customer churn
- How to grow from a manager to a leader in customer success
- How to guide your team and customers through change management
- How to help CSMs sell with a trusted advisor mindset.
- How to help CSMs succeed in 2024: a CSM’s perspective
- How to identify customer success scope creep and turn it around.
- How to improve customer success ratios: Why it’s an operational challenge, not a staffing issue.
- How to lead CSMs to success: a VP’s perspective
- How to lead your customer success team through rapid change
- How to make friends and influence your finance team
- How to match your CSMs’ strengths and skills to your customer success model
- How to Nail Implementation and Customer Success Handoffs
- How to own more of the decisions that drive your NRR
- How to retain CSMs when you can’t promote them to leadership
- How to scale customer success with tiered, AI engagement.
- How to scale smart and unlock growth with fractional customer success leadership
- How to shorten your CS team’s time to understanding.
- How to stop losing revenue by fixing preventable churn
- How to train CSMs to work smarter: five expert insights for CS leaders
- How to transform a customer success team in 90 days
- How to Transition Customers to a New CSM in 4 Steps
- How to unblock your CSMs’ revenue performance in four decisive steps.
- How to work effectively with your CFO as a customer success leader
- Is your customer success charter out of date?
- Key SaaS and Customer Success metrics you should care about with Dave Kellogg
- Making the jump from Customer Success to CEO with FranConnect’s Gabby Wong
- Methods for measuring customer loyalty, why CS isn’t just a feel-good name for account management, can successful customers crisis-proof your company
- Minding the relationship gap, learning from masters of CS, checking in on B2B trends, achieving the owners mindset
- Mindset before skillset: Rachel Provan’s secret to effective customer success leadership
- Mythbuster monthly: CSM to Customer Ratio
- Need more customer success budget? Operational excellence is the key.
- Need to drive AI adoption faster? Find your customer team’s AI champion.
- Negotiation tactics for customer success managers
- Pro Tips from Customer Success Leaders
- Q&A Recap: 2021 Customer Success Leadership Study Results Revealed
- Q&A recap: the startup’s guide to Customer Success
- Q&A recap: Using RevOps to connect Customer Success to the bottom line
- Q&A: How To Transform Reviews Into Recurring Revenue
- Q&A: Role of Customer Success According to Three Leading Investors
- Q&A: Unpacking the Power of the Executive Business Review
- Redefining customer health.
- Ripples of Customer Success Across Your Organization, Handoffs Between Sales and Customer Success, and Boosting Customer Success Team Morale
- Sales sold what? The cost of misalignment and how to fix it.
- Sales teams outpace CS on AI adoption and measurement.
- Serious About Customer Success? Your CRM is Not Enough!
- Setting Expectations with Customers, Becoming a Customer Success Leader, and The Difference Between Customer Success and Account Management
- Seven customer community building tips for SaaS CSMs
- Seven customer success principles for protecting revenue.
- Seven trust-building tactics to increase customer loyalty
- Strategies for an Effective Partnership between Customer Success & Sales – Part 1
- Strategies for an Effective Partnership between Customer Success & Sales – Part 2
- The 5 customer success revenue metrics that matter (to the board, the market, and you)
- The AI paradox: CS teams are saving time but NRR isn’t budging.
- The best customer success leaders create more problem solvers.
- The Customer Health Score Handbook Overview
- The essential customer success trends of 2026… predicted by the experts
- The four CX pillars that every Customer Success leader should know with ChurnZero Chief Customer Officer Abby Hammer
- The four moments where choosing a customer success platform goes right or wrong
- The Importance of Product-Led Growth for Customer Success
- The indispensable role of Customer Success in B2B SaaS with ChurnZero CEO You Mon Tsang
- The power of a customer experience philosophy
- The power of defining Customer Success with Abby Hammer and StartupCX
- The seven steps of a successful customer success book shift
- The two most important stages of customer lifecycle management in uncertain times
- The ultimate guide to customer success in SaaS
- Three big takeaways from the BIG RYG 2023 keynotes
- Three chief customer officer job descriptions we love
- Three Customer Success strategies to safeguard business stability and spur growth in a downturn
- Three reasons your health score isn’t predicting churn.
- Three ways customer success can support product management to everyone’s benefit
- Too many alerts, too little action: Tips for rebuilding your CS alert process.
- Top 5 Slack Communities for Customer Success Professionals
- Top 5 Udemy Courses to Upskill Your Customer Success Career
- Top LinkedIn Learning Courses for Customer Success
- Understanding the Joint Success Plan: A Tool for Outcome-Based Customer Success Management
- What causes stress in customer success teams, and why?
- What every CRO should know about customer success, and how to set them up to win.
- What happens when metrics become customer success goals, and how to fix them.
- What is a chief customer officer? [definition, responsibilities, characteristics]
- What is Customer Success enablement?
- What it takes to succeed in a new SaaS market with ChurnZero CEO You Mon Tsang
- What skills do customer success professionals need in 2024?
- What to measure in your first 90 days as a CS leader.
- Where to be: The must-attend events for customer revenue leaders in the second half of 2025
- Which Customer Success best practices should you keep or let go in 2023?
- Why and how 2023 can become the year of Customer Success
- Why customer success teams get stuck—and how to break the cycle
- Why Customers aren’t using your SaaS Solution, 10 Biggest Mistakes in Customer Success, and Levering Customer Success Automation
- Why is customer success still seen as less valuable than sales in 2025?
- Why is NRR declining and what to do about it.
- Why the autonomous customer success future is great news for CS teams.
- Why your CS/sales rules of engagement matter, and how to fix them.
- Why your product moat is disappearing.
- Winning over Customer Success talent: Four ways to build a better interview process
- Would your customer do the trust fall with you?
- Your data isn’t the problem. Waiting is.
Meetup
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Misc.
- 10 Customer Success Blogs to Bookmark and Start Reading Today
- 10 ideas to increase product adoption during the summer slowdown
- 10 Punny Customer Success Jokes
- 10 WTF (What’s the Future?) Predictions for Customer Success
- 12 Customer Success predictions and trends for 2023
- 12 Key Takeaways from ChurnZero’s BIG RYG Customer Success Conference
- 15 Customer Success Predictions for 2021
- 2018 in Review: ChurnZero’s Top 10 Blog Posts of the Year
- 3 Strategies to Help Customer Success Teams in Uncertain Times
- 5 Customer Success Newsletters to Subscribe To
- 5 TED Talks that Translate to Customer Success
- 6 Essential Tactics to Create a Persuasive Business Case
- 6 Things CSMs Need to Do Today to Blow Q4 Out of the Water
- 8 BIG RYG Speakers to Follow on Twitter
- A Day in the life of a Customer Success manager using ChurnZero
- Churn Monster: Black Swan
- Churn Reasons: You’re Not Digging Deep Enough
- ChurnZero Becomes One of the First Custom-Built Integrations on Segment
- ChurnZero Builds Momentum with Industry Awards and Accolades in Q2 2022
- ChurnZero Customer Success Professional Spotlight
- ChurnZero Customer Success Professional Spotlight
- ChurnZero Customer Success Professional Spotlight
- ChurnZero Customer Success Professional Spotlight – Brian Hartley
- ChurnZero Customer Success Professional Spotlight: George Boyar
- ChurnZero Earns a 2020 Top Rated Award From TrustRadius
- ChurnZero earns G2 Best Software awards for 2023
- ChurnZero Establishes New European Headquarters to Support Global Growth
- ChurnZero Named 2019 Moxie Award Finalist
- ChurnZero Named 2019 SaaS Awards Winner
- ChurnZero Named Overall SaaS Category Winner in 2020 APPEALIE Awards
- ChurnZero Once Again Named the #1 Momentum Leader by G2
- ChurnZero product release notes: Q1 2023
- ChurnZero Raises $25 Million in JMI Equity-Led Series B Funding
- ChurnZero Raises $7M in Series A Funding Round
- ChurnZero Recognized by SIIA CODiE Awards as Best Customer Success Management Solution
- ChurnZero Security: Announcing SOC 2 Type 2 Compliance
- ChurnZero’s 10 Customer Success Leaders to Watch in 2019
- ChurnZero’s 10 Customer Success Leaders to Watch in 2020
- ChurnZero’s 10 Customer Success Leaders to Watch in 2021
- ChurnZero’s 10 Customer Success Leaders to Watch in 2022
- ChurnZero’s Greatest Hits from 2019: Feat. Top 10 Blog Posts and Other Noteworthy News
- ChurnZero’s Greatest Hits from 2020 Feat. Top 10 Blog Posts and Other Noteworthy News
- ChurnZero’s greatest hits of 2022
- CS Platform Increases Team Efficiencies and Optimizes Trial-to-Paid User Conversions – A Success Story
- CSM Confidential – Part 2: Dealing with Internal Challenges
- Customer Experience vs. Customer Success: Are They the Same?
- Customer Success leader spotlight: Mary Poppen, involve.ai
- Customer Success Summer Reading List
- Dashboards & Automation Drive Team Efficiency – A Success Story
- EY Announces You Mon Tsang as an Entrepreneur Of The Year® 2021 Mid-Atlantic Award Finalist
- From 16 to 5 to 1!
- Health Scores and Automation Increase Team Productivity – A Success Story
- Here’s to customer success in 2023: a wrap-up of new ChurnZero features, resources, and recognition
- How Customer Success is Rising from Response to Recovery: Usage Insights from ChurnZero
- How to build a customer success employee mobility program and why it matters
- How to build a renewal pipeline with sales rigor as a customer leader
- How to build scalable customer onboarding that still feels high-touch
- How to combine CSP and CRM data to fight churn
- How to Proactively Engage Clients and Automate Your High Touch Service – A Success Story
- Humans, machines, humans again
- Introducing BIG RYG
- Is ChurnZero right for you? The latest reviews of ChurnZero’s customer success software
- Kayne West, Customer Success v. Customer Service, Churn Reduction Tips
- Key metrics for CS execs, making every employee a part of CS, the importance of your CLV:CAC ratio
- Meet the winners of 2020’s ChurnHero Awards for customer success
- Meet the winners of 2021’s ChurnHero Awards for customer success
- Meet the winners of 2022’s ChurnHero Awards for customer success
- Meet the winners of the first CSM Appreciation Week awards
- Music, Cars and Apps
- Predictions for Customer Success in 2018
- Preparing Your Team for an Uncertain Future
- Primers, tips, the best and the worst
- Q&A: How Your Organization Can Achieve a Customer-First Transformation
- Q&A: The Case for Billable Customer Success
- Ready for Vacation? 4 Tips to Help Every CSM Relax & Disconnect
- Spotting customer churn risks in 2025: the six Churn Monsters to watch
- Spring Cleaning Customer Success Checklist
- Stealing Customers, Anatomy of Connected Customers & CSM’s New BFF
- Strategic customer success: minimizing post-sale chaos with Tim Conder.
- Summary: The guide to book shifts for CSMs
- Ten Tips and Steps, Chips and Monthly Goodies
- The 10 customer growth trends and tips that every leader should know for 2026
- The perfect 30-60-90 day plan for a new customer success leader
- The Results Are In: BIG RYG 2020 Polls
- The Ultimate Customer Success Playlist to Keep You Motivated This Summer
- Three 2024 Customer Success Leadership Study key findings and what they mean for CS leaders
- Top 5 ChurnZero Webinars from 2021 to Watch and Share
- Top 5 Customer Success communities to join
- What are the best Customer Success YouTube channels? Start with our top five.
- What makes ChurnZero a 2022 CODiE award Customer Success finalist?
- What’s on the agenda for the BIG RYG 2023 customer success conference?
- What’s the Job Outlook for Customer Success Professionals?
- When to Invest in CS Technology: Top 10 Signs
- Where do you stand?: Five hot topics of debate in Customer Success
- Where Is Customer Success Headed in 2022?
- Why Customer Success leaders should attend BIG RYG 2022
- Your Company Will Get A Taste of Remote Work. What Happens Post-Coronavirus Crisis? Try This Hybrid Remote Schedule That Works.
Onboarding
- 5 Questions to Kickstart Your Customer Onboarding
- 5 Reasons Why Holding Your Customers Hand Early On Can Be Beneficial For SaaS
- 5 Signs You May Need to Revamp Your Onboarding Process
- 8 SaaS Onboarding Best Practices
- Critical onboarding mistakes to avoid, what works (and doesn’t!) for structuring CS, predicting churn without machine learning
- Everboarding explained: how to drive continuous growth with continuous onboarding
- How “minimalist onboarding” could transform your product adoption
- How a Growing SaaS Company Increases Customer Motivation and Output During Implementation
- How to automate onboarding without sacrificing the customer experience.
- How to Create a Great User Onboarding Experience That Leads to Product Adoption and Customer Success
- How to improve SaaS free trial to paid conversions
- How to Increase Your CS Team’s Efficiencies and Reduce Client Onboarding Time – A Success Story
- How to optimize your customer onboarding strategy: a six-point checklist.
- How to set baseline SaaS onboarding metrics
- How to turn SaaS implementation insights into a strategic asset.
- Meet the winners of 2023’s ChurnHero Awards for customer success
- Q&A recap: Driving customers to value during onboarding, at scale
- Q&A: Rethinking Customer Onboarding to Accelerate Success
- Quick-Start Guide to Low and High-Touch Onboarding Outreach
- Simplify Handoffs between Sales and Customer Success, The Importance of User or Customer Onboarding, the Anatomy of a Customer Success Quarterly Business Review
- The five biggest Customer Success software implementation mistakes—and how to avoid them
- The fundamental flaw of proactive CS, fixed vs. growth mindset in CS, strategies to revamp your onboarding
- The importance of defining your users’ onboarding story, tips to up your QBR game, how to hire a proactive CSM
- Three effective strategies for improving customer onboarding with AI
- Why SaaS implementations fail: 11 customer implementation mistakes to avoid
Operations
- [Q&A] Customer Success Operations: Why You Need It & How to Set It Up for Maximum Revenue Impact
- 16 Ideas for Getting Started with Automated Alerts
- 20 quick insights on Customer Success and SaaS metrics with Dave Kellogg
- 4 Must-Know Metrics for Chief Customer Officers
- 5 Essential Steps for Customer Journey Mapping Initiatives
- 5 Free Customer Success Tools
- 5 of the Best Customer Success Infographics
- 7-Point Audit Checklist for Customer Success Software
- 9 Customer Success operations questions answered by experts
- AI for customer success operations: How to design a segmentation strategy with AI as your assistant
- Are you ready to implement, or just ready to buy?
- Breaking Down the Ultimate Question – NPS
- Complete guide to NPS: the ultimate question
- Customer Health Scoring: The Why & How
- Customer Segmentation Models: Frameworks & Best Practices
- Customer Success metrics that matter
- Customer Success Operations 101: How CS Ops Drive Retention and Scale
- Customer Success Operations: Top Takeaways from ChurnZero Virtual RYG
- Empowering your customer success team through community
- Everything you need to know about recurring revenue
- Five clear signs your customer success technology needs an upgrade.
- Four customer success initiatives that’ll delight your CRO in 2026.
- Four key insights for SaaS and CS leaders from the 2024 B2B SaaS Benchmarking Survey
- How Customer Success can use a force field analysis to drive change (in 5 steps)
- How Customer Success can use metrics to better engage investors and boards
- How customer success software benefits your sales, marketing, and product teams
- How going the extra mile to understand customers propelled Squire into a $750m SaaS company
- How In-App Communication helps Customer Success Teams, Customer Success is a Growth Engine, Aligning Sales and Customer Success
- How to amplify digital customer success with your support team’s insights
- How to benchmark your NPS
- How to build your digital customer success strategy: an expert’s guide (part two)
- How to design customer success compensation plans that attract top-tier talent
- How to Effectively Deal with a Bottleneck in Your Customer’s Journey
- How to increase net revenue retention with Customer Success qualified leads (CSQLs) and strategic operations
- How to Map Your Customer’s Vector Path To Determine Whether They’re Heading in a Positive Trajectory
- How to Measure the Effectiveness of Customer Health Scores
- How to measure value realization
- How to optimize your customer onboarding strategy: a six-point checklist.
- How to win at customer success in a baseline year
- Is Your Customer Segmentation Too Basic?
- Key SaaS and Customer Success metrics you should care about with Dave Kellogg
- Lead Scoring vs Customer Health Scoring
- Let’s share data, not software logins.
- Lost in the maze? Simplify your customer journey map with these five tips
- Meet ChurnZero’s AI Agents: the agentic AI for customer success teams.
- Methods for measuring customer loyalty, why CS isn’t just a feel-good name for account management, can successful customers crisis-proof your company
- New research: AI in customer success—what’s working and what it means
- Post-sale teams, stop treating your CRM like a Swiss Army knife
- Q&A recap: Using RevOps to connect Customer Success to the bottom line
- Q&A: How to Use Sales and Marketing Data to Create a Connected Customer Experience
- Q&A: Lessons Learned: A Reflection on Customer Journey Mapping
- Q&A: Surprising Insights About Customer Health Scores and Its Impact on Recurring Revenue
- Reducing Churn at Scale Using the ChurnZero Integration with HubSpot
- Sales sold what? The cost of misalignment and how to fix it.
- Should you buy or build your customer success platform?
- The crucial nuance behind seven top Customer Success metrics for SaaS companies
- The deferred NRR impact of “quiet” customer success team cuts.
- The four moments where choosing a customer success platform goes right or wrong
- The four-step blueprint to build a customer health scoring program with Valuize Chief Client Officer Emily Ryan
- The pros and cons of charging for customer success, and how to make it work.
- The top 2025 customer success trends predicted by SaaS experts
- The why, when, and how of customer (re-)segmentation with ChurnZero CCO Alli Tiscornia
- Three effective strategies for improving customer onboarding with AI
- Too many alerts, too little action: Tips for rebuilding your CS alert process.
- Top customer success software integrations in 2023
- Using digital customer success internally to enable your CSMs
- Want to keep revenue ownership in 2026? Master these four customer revenue metrics.
- What do the best customer success leaders have in common?
- What is a Good NPS Score?
- When is it time to centralize your customer team’s AI?
- Why customer journey mapping is essential for go-to-market alignment
- Why customer success should take the lead on customer contact database health
- Why NRR (net revenue retention) is the one metric to rule them all for SaaS
- Why the future of customer success is autonomous (and it’s great news for the people you lead)
Product Adoption
- 10 ideas to increase product adoption during the summer slowdown
- 9 Walkthrough Tips To Increase Product Adoption
- A Quick-Start Guide To Low- and Mid-Touch Feature Adoption
- Beyond ICP: Why Customer Success needs to stress ideal customer behaviors to increase user adoption with Jason Whitehead
- Breaking adoption inertia: How to get teams to stick with new software
- Customer Education & Its Best Practices
- How to guide your team and customers through change management
- How to hook customers on your product’s value with Jeff Newman
- How To Lead Quarterly Business Reviews (QBRs) Customers Want To Attend
- How to measure value realization
- How to run a feature adoption audit and get ahead of “retention bombs.”
- Meet the winners of 2023’s ChurnHero Awards for customer success
- Product usage data: what it is and how to get started with Ethan Riley
- QBR mistakes to avoid, how annual plans can reduce churn, linking customer education to product use and adoption
- The power of positive reinforcement: 13 customer wins worth celebrating
- What makes ‘good’ data in Customer Success with ChurnZero Implementation Team Lead Lexi Quinn
Release Notes
- ChurnZero product release notes Q1 2025: Engagement AI, Synthesia integration, Success Plans
- ChurnZero product release notes Q2 2025: AI meeting follow-ups, Engagement AI, Success Plans
- ChurnZero product release notes Q3 2025: AI workflow enhancements, AI-powered support, and staying closer to your Success Plans
- ChurnZero product release notes Q4 2024: Success Plans, Meetings Updates + Integrations, new Command Center
- ChurnZero Product Release Notes: April 2026
- ChurnZero Product Release Notes: August 2025
- ChurnZero Product Release Notes: August 2026
- ChurnZero Product Release Notes: December 2025
- ChurnZero Product Release Notes: February 2026
- ChurnZero Product Release Notes: January 2026
- ChurnZero Product Release Notes: July 2025
- ChurnZero Product Release Notes: July 2026
- ChurnZero Product Release Notes: June 2025
- ChurnZero Product Release Notes: June 2026
- ChurnZero Product Release Notes: March 2026
- ChurnZero Product Release Notes: May 2025
- ChurnZero Product Release Notes: May 2026
- ChurnZero Product Release Notes: November 2025
- ChurnZero Product Release Notes: October 2025
- ChurnZero product release notes: Q1 2023
- ChurnZero product release notes: Q2 2023
- ChurnZero Product Release Notes: September 2025
- Product release notes: New ChurnZero AI enhancements for Q4 2025
- What’s new with ChurnZero: product release notes for Q1 2024
Research
- 11 Customer Success statistics, quips and quotes on investing in these teams
- A look at customer retention benchmarks for SaaS in 2023
- Big on impact; short on investment: Key trends from the 2022 Customer Success Leadership Study
- Customer Success benchmarks: headcount and budgets
- How much do SaaS companies spend on CS?
- How out-of-date are your CSM job descriptions?
- How to close your team’s CSM revenue readiness gap.
- How to help CSMs sell with a trusted advisor mindset.
- How to run a feature adoption audit and get ahead of “retention bombs.”
- How to unblock your CSMs’ revenue performance in four decisive steps.
- How to use ChurnZero to share customer success data across your organization
- Q&A recap | 2022 SaaS retention benchmarks
- Q&A Recap: 2021 Customer Success Leadership Study Results Revealed
- Q&A: Customer Success Study Results Revealed
- The AI blind spot: How customer success teams can start measuring AI impact
- The average customer success budget ranges from $110,500 to $667,250
- The top 9 customer success metrics for 2024
- Three 2024 Customer Success Leadership Study key findings and what they mean for CS leaders
- Who owns customer renewals and expansions: Customer Success, sales or account management?
- Why is NRR declining and what to do about it.
- Why the autonomous customer success future is great news for CS teams.
- Why your CS/sales rules of engagement matter, and how to fix them.
Retention
- 3 Key Customer Success Insights that Drive SaaS Growth
- 4 types of churn, 3 approaches to maximizing CLV, 2 elusive metrics everyone biffs, 1 start-up who beat average churn by 1000% – and ChurnZERO
- 9 Customer Retention Strategies for SaaS
- A data-driven framework for customer success renewals forecasting
- A look at customer retention benchmarks for SaaS in 2023
- A look back at entrepreneurial lessons learned and the rise of net revenue retention with ChurnZero CEO You Mon Tsang
- A Quick-Start Guide to Low-, Mid-, and High-Touch Renewal Outreach Using Plays
- Busting Customer Success myths, should you prioritize churn or growth, why CS pros make the best leaders
- Churn Monster: Abandoned
- Churn Monster: Acquired
- Churn Monster: Bad Fit
- Churn Monster: Cash-Strapped
- Churn Monster: Championless
- Churn Monster: Cheater
- Churn Monster: Disengaged
- Churn Monster: Ghosted
- Churn Monster: Manic
- Churn Monster: Slacker
- Churn Monster: Stuck
- Churn Monster: The Victim
- Churn Monster: Unlucky
- ChurnZero named a Leader in the 2024 Gartner® Magic Quadrant™ for Customer Success Management Platforms
- CS as a SaaS growth strategy, measuring churn the right way, cultivating super users
- Customer Churn Analysis to Predict Early Churn
- Customer health scores in the age of AI.
- Customer offboarding: How to part on great terms with Sean Brookover
- Customer renewal forecast to improve accuracy & predictions.
- Customer Success Renewal Playbook: Strategy & Best Practices
- Cutting leadership change churn by nearly 75%: A case study
- Did your customer champion leave? Use this five-step playbook to reduce churn risk
- Ditch your 30-slide deck for this effective, one-slide alternative to QBRs
- Empowering your customer success team through community
- Everboarding explained: how to drive continuous growth with continuous onboarding
- Five churn mitigation tips for mid-2026.
- Guide summary: 7 Smart Customer Success Playbooks
- How Can Customer Support Work With Customer Success to Improve Retention
- How Online Communities Create Customer Advocacy and Retention
- How to advance your CS team’s AI maturity (and why it could improve your NRR)
- How to automate onboarding without sacrificing the customer experience.
- How to bounce back stronger when a customer champion leaves with Ali Cudby
- How to design a customer experience that AI can’t copy.
- How to Drive Conversions from Trial to Paid Subscriptions
- How to earn your CFO’s trust with customer success data, rigor, and forecasting
- How to empower your CSMs to own and analyze customer churn
- How to increase net revenue retention with Customer Success qualified leads (CSQLs) and strategic operations
- How To Lead Quarterly Business Reviews (QBRs) Customers Want To Attend
- How to make customer education your secret sauce for customer-led growth
- How to Optimize Your Renewal Process When Sales Owns It
- How to own more of the decisions that drive your NRR
- How to protect GRR more effectively as a customer leader
- How to redesign your customer journey for future scale
- How to scale a customer education program with a small team
- How to set up a customer education program from scratch
- How to stop CS firefighting, turning customers into advocates, data-driven hacks to reduce churn
- How to stop losing revenue by fixing preventable churn
- How to Use the Voice of the Customer in Your Renewal Conversations
- Is it magic, or ChurnZero? SalesIntel reveals the secrets of its expansion success.
- Leading with elegant problem solving: You Mon Tsang on Your Leadership Podcast
- Master the strategy of multithreading in customer success: Q&A with Emilia D’Anzica
- Negotiation tactics for customer success managers
- Net Revenue Retention vs. Gross Revenue Retention: Explained
- Nine proven tactics and strategies for proactive customer retention
- Playing to win in CS: How leaders can align revenue ownership and use AI to empower CSMs.
- Preventing churn without growing revenue is playing not to lose.
- Q&A recap | 2022 SaaS retention benchmarks
- Q&A: How to Conduct Customer Exit Interviews and Use What You Learn to Fight Churn
- Q&A: Selling for People Who Don’t Love Sales – Part 2
- Q&A: Understand the Growth and Retention Metrics of SaaS Companies from Recent Surveys and M&A Activity
- Q4 Customer success renewal process strategies
- QBR mistakes to avoid, how annual plans can reduce churn, linking customer education to product use and adoption
- Reasons for customer churn: resistance to change
- Redefining customer health.
- Reducing Churn at Scale Using the ChurnZero Integration with HubSpot
- Revealed: The four essential customer growth roles for higher NRR
- Sales teams outpace CS on AI adoption and measurement.
- Seven-step guide to perform a customer churn analysis
- Steps to Proactively Manage Your Q4 Renewal Period
- Strategic customer success: minimizing post-sale chaos with Tim Conder.
- The 16 signs, symptoms and causes of customer churn in SaaS
- The AI paradox: CS teams are saving time but NRR isn’t budging.
- The essential skill set for CSMs
- The Fear of Churn
- The Fourth Quarter: In customer success, championships are won in the details.
- The magic of cross-functional communication, sales mistakes that lead to churn, achieving CS transformation
- The power of positive reinforcement: 13 customer wins worth celebrating
- The real impact of customer education on adoption and NRR
- The SaaS Debate: Who Owns the Renewal and Upsell? Customer Success vs. Sales
- The silent cause of customer churn: champion change
- The top CSM habits that separate the best from the rest
- Three reasons your health score isn’t predicting churn.
- Too many alerts, too little action: Tips for rebuilding your CS alert process.
- Understanding the Real Impact of Improving Customer Retention
- Veto Power, Customer Success Stories, Upselling Tricks and CABs
- Want to keep your customer success platform? Reposition it.
- What if the way you define customer value is wrong?
- What to measure in your first 90 days as a CS leader.
- When customers give notice: handling the cancelation conversation
- Who has skin in the CS game, the pain of bad-fit customers, techniques to combat involuntary churn
- Who owns customer renewals and expansions: Customer Success, sales or account management?
- Why are in-person customer meetings so effective for retention?
- Why Customer Success Should Care About Review Sites And Which Ones To Focus On
- Why NRR (net revenue retention) is the one metric to rule them all for SaaS
- Why retention is the most important metric we look at
- Why your product moat is disappearing.
- Will a customer success platform increase your NRR?
ZERO-IN
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ZERO-IN Conference
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Newsroom
Awards
- 2022 APPEALIE Best Customer Success award finalist
- Aaron Levine named a 2022 Tech CFO Star by DC Live
- Best Place to Work
- Best Product Management Software
- Best SaaS Product for Customer Services/CRM
- ChurnZero 2022 Appealie award winner: Best SaaS product, best Customer Success product
- ChurnZero Community team shortlisted for Customer Success Excellence Award
- ChurnZero earns Customer Success Award for its exceptional CX team, alongside multiple Overall SaaS Awards, at 2024 APPEALIEs
- ChurnZero earns GetApp Category Leaders 2023 Award
- ChurnZero Leads G2’s Momentum Report for Customer Success Software
- ChurnZero Leads Momentum Grid on G2 For Second Season
- ChurnZero named 2024 Customer Success Team of the Year by Customer Success Collective
- ChurnZero named a Customer Engagement Software Frontrunner by Software Advice
- ChurnZero Named a Leader in G2 Crowd’s Fall 2018 Report
- ChurnZero Named CODiE Award Finalist for Best Customer Success Management Solution
- ChurnZero Named Customer Success Leader in G2 Winter 2020 Momentum Report
- ChurnZero Named in Northern Virginia Tech Council 2019 Tech 100 Honorees
- ChurnZero named to 2023 Capterra Customer Engagement Software Shortlist
- ChurnZero Named to the 2018 NVTC Tech 100 List
- ChurnZero Selected as Best Tech Startup Finalist in 2019 Timmy Awards
- ChurnZero Shortlisted for 2021 SaaS Awards
- ChurnZero shortlisted for Most Innovative Use of AI at 2024 SaaStock Awards
- ChurnZero Team Named in Top 100 Customer Success Strategists
- ChurnZero wins Trust Radius Best Relationship, Best Product, and Best Value Awards 2023
- ChurnZero: Winner of a 2024 Stackie Award
- Customer Experience Software Leader
- DC Inno’s Fire Awards: Meet the 50 winners of 2021
- Emerging Startup “Minicorn”
- G2 Reveals Best Software Companies 2020: ChurnZero Earns Spot on List
- Most Loved Software
- MVP Award – Reducing CHurn
- One of Best DC software Tech Companies
- Overall SaaS Company
- Overall SaaS Company
- Red Hot Company
- SIIA Codie Awards: ChurnZero finalist for Best Customer Success Management Software
- Software Leadership Award (Abby Hammer and 10 customers)
- The Best 20 Solutions on Crozdesk
- Top 10 Customer engagement
- Top 100 Fastest Growing Product
- Top 30 Rated Hubspot Integrations
- TrustRadius Announces ChurnZero as a 2019 Top Rated Award Winner in Customer Success Software
- You Mon Tsang Named Finalist for E&Ys Mid-Atlantic Entrepreneur of the Year 2023
In the News
- 10 Best Customer Success Tools in 2025
- 10 Hottest GTM Startups in 2024, According to Revenue Execs
- 50 CMOs to Watch in 2025
- 9 Best Customer Success Software I’d Pick to Stop Churn
- A guide to the 18 best customer success software
- AI and Cybersecurity – Everything You Wanted to Know, But Were Afraid to Ask
- AI Can Get You the Customer. It Can’t Keep Them.
- AI in User Onboarding: From Personalization to Optimization
- AiThority – ChurnZero Launches Success Insights, Enabling SaaS Companies to Proactively Identify the Reasons Why Customers Renew and Churn
- Are customer success teams starting to stabilize?
- Authority Magazine: Leading from the C-suite – Alli Tiscornia
- Best 26 Product Tour Software in the Market 2025
- BuiltIn – Seven tips from the C-suite for future Customer Success leaders
- BuiltIn – Three skills essential to a Customer Success career
- CHURN.FM Episode 164 – The evolution of focus on net revenue retention
- ChurnZero Adds Feature Enhancements to Its Customer Success AI Tool
- ChurnZero named a Red Hot Company for 2024 by DCA Live
- ChurnZero named to DCA Live’s 2023 Red Hot Companies List
- ChurnZero shortlisted for 2024 SaaS Awards in three Best Product categories
- ChurnZero shortlisted in five Best SaaS Product categories at 2023 SaaS Awards
- CMSWire – 5 ways transparent personalization can win over customers
- Considering a hybrid work schedule? Here are the pros and cons of each model.
- CS In Focus Podcast: Unlocking Digital Customer Success
- Customer success enters the limelight as an answer to SaaS market woes
- Customer Think: How to unstick your relationship with Product
- CustomerThink – For SaaS companies, it’s the customer’s world. Don’t lose your spot.
- CustomerThink – How to make your support your lead generation goldmine
- CustomerThink – Teaching to Fish: Why Self-Sufficiency Means Customer Success
- CXChronicles Episode 168 – ChurnZero’s Abby hammer talks about the Customer Success
- Destination CRM: ChurnZero Makes Customer Success Priority No.1
- Digital Disrupted Episode 87 – How to save the SaaS model
- Eight Customer Success software platforms to consider
- ESG Webinar: Retaining and Growing Customers in 2024
- ESG: 2022 Customer Success Leadership Study Signals Industry at a Turning Point
- For Subscription Businesses, Customer Success Could Be The Essential Investment Of 2023.
- Forbes – America’s Best Startup Employers
- Forbes – Customer success strategies to safeguard business stability and spur growth in a downturn
- Forbes – Having cash flow problems? Here’s where to look first.
- Forbes – How Customer Success can transform your SaaS business
- Forbes – The three golden rules of a customer-centric subscription business
- Forbes – Why NRR (Net Revenue Retention) Is The One Metric To Rule Them All For SaaS
- Forbes: How To Get Your Company Started, Not Stuck, With AI
- HBR: How mid-market can retain customers in a downturn
- HBR: In a Downturn, Focus on Existing Customers — Not Potential Ones
- How Different Companies Handle Hybrid Work Schedules in 2023
- How is AI impacting customer retention?
- Infinite Renewals Podcast: Building Credibility with Customers with Alli Tiscornia
- Leading with elegant problem solving.
- Martech Cube – ChurnZero announces BIG RYG 2022
- Martech Cube – ChurnZero Rated Most Loved Customer Success Software by TrustRadius
- MarTech360: Interview with Hunter Montgomery, Chief Marketing Officer, ChurnZero
- Metrics that Measure Up Podcast: The Evolution of Customer Success
- Modern SaaS Finance Podcast: David Appel with You Mon Tsang of ChurnZero
- More customer success leaders are reporting to the CEO, report finds
- Need a Stronger Revenue Pipeline? Look to Your Existing Customer Base.
- Practical CSM Podcast: Customer Success + Product = Success BFFs
- Practical CSM: The Role of AI in Customer Success Management
- Revenue Unscripted: Unlocking Recurring Revenue: Reducing Churn
- ROI Podcast: Creating a customer success mindset featuring ChurnZero’s Lukas Alexander
- SaaS North podcast: ChurnZero founder You Mon Tsang on what it means to be data-oriented in Customer Success
- SaaSCan: The Critical Customer Metrics for Each Stage of Your SaaS Company’s Journey
- SaaStr podcast 489: The cutting edge techniques for Bbilding customer-centric support teams with Abby Hammer
- SaaStr: The Earlier, the Better – How Customer Success Compounds Your Growth with ChurnZero Chief Customer Officer Alli Tiscornia (Video)
- SaaStr: Where Customer Success Reports To Typically, Who Really Owns Renewals, And More from Churn Zero
- Sales Tech Star – ChurnZero Appoints Chief Financial Officer as the Company Continues on an Impressive Growth Trajectory
- Sales Tech Star – Churnzero Launches Success Insights, Enabling Saas Companies To Proactively Identify The Reasons Why Customers Renew And Churn
- Sales Tech Star – ChurnZero Rated Most Loved Customer Success Software by TrustRadius
- Sales Tech Star – Interview with You Mon Tsang, CEO and Cofounder at ChurnZero
- SalesStar Podcast: How to Establish Better Customer Success Frameworks with You Mon Tsang
- SalesTech Star: Why Customer Success Is a Revenue Driver—and How to Drive More of It
- SalesTech: ChurnZero Releases Launchpad to Enhance CS Processes, Productivity and Platform Expertise
- SalesTechStar Podcast: The Future of Customer Success with Allison Tiscornia, Chief Customer Officer at ChurnZero
- Super Forum 2024: Kickstart your community’s customer success connection.
- Talk Advocacy To Me: Are CSPs the untapped secret weapon for customer advocacy?
- Tech People Podcast: Customer Success Best Practices with Ben Rosenberg
- Technical.ly: ChurnZero raises $25M to grow customer success, and the software that powers it
- The 6 best customer success tools in 2025
- The Best CX Lessons From Real Customer Conversations
- The CS Operating System: How Customer Teams Can Enter the New Era and Run a Scalable Book of Business
- The Execution Paradigm: How ChurnZero’s Agentic Essentials Reshapes Customer Success
- The ICP Intelligence You Need is Already Inside Your Organization
- The Revenue Is Already There. Is Your Customer Success Team Ready to Capture It?
- Top 9 AI assistants to increase workplace productivity
- Uncharted Podcast: When To Raise VC Capital and When to Avoid It – With ChurnZero CEO You Mon Tsang
- Unchurned: Partnering with the Product Team for Customer Success
- Unlocking Success: The Role of CSMs and Forecasting in Business ft. Alli Tiscornia
- Valuize Podcast: Maximizing NDR by Assigning Customer Success with Revenue Accountability with Alli Tiscornia
- Washington Business Journal – Fast-growing D.C. tech firm doubles its revenue, plans new international subsidiary
- WBJ (Paywall): What’s in store for 2023? These D.C.-area business leaders offer their takes — and resolutions
- What is Gross Revenue Retention? With You Mon Tsang, ChurnZero
- Why And How 2023 Can Become The Year Of Customer Success
- Why Customer Success is Marketing’s Best Kept Secret
- Women in Tech: How to increase NRR and GRR with Customer Success with Alli Tiscornia
- Women in Tech: The path to the C-suite with Alli Tiscornia and Abby Hammer
- You Mon Tsang of ChurnZero on AI in Customer Success
- Your Best Prospect Data Comes From Customers You Already Have
- Your Best Prospect Data Comes From Customers You Already Have
- ZERO-IN 2024 aims to elevate customer success: Forrester Featured Blogs
Press Release
- “This is category-defining”: ChurnZero wins dual honors at 2025 SaaS Awards for data innovation and enterprise excellence
- 2024 SaaS industry research by ChurnZero and SuccessCOACHING reveals high job satisfaction, challenging workloads for CSMs
- ChurnZero achieves record hiring in first two quarters of 2022 and more than doubles staff in last 12 months
- ChurnZero and LinkedIn launch the LinkedIn Learning Professional Certificate for Customer Success
- ChurnZero and Northpass partner to put effective and engaging digital customer education platform in Customer Success teams’ hands
- ChurnZero and partners launch 7th Customer Success Leadership Study, examining AI’s impact on the profession.
- ChurnZero and Synthesia pioneer the future of AI-powered customer engagement
- ChurnZero announces 2022 ChurnHero Awards winners
- ChurnZero announces 2023 CSM Awards winners
- ChurnZero announces Australian subsidiary as global growth accelerates
- ChurnZero announces BIG RYG 2022: the Customer Success leadership summit in Washington, D.C.
- ChurnZero announces BIG RYG 2023, the essential summit for Customer Success leaders
- ChurnZero announces call for speakers for ZERO-IN 2026
- ChurnZero announces CSM Appreciation Week 2024
- ChurnZero announces CSM Appreciation Week for the Customer Success industry
- ChurnZero announces further AI enhancements to help Customer Success teams save time, streamline tasks and increase their impact
- ChurnZero Announces New CCO, CMO, and VP of Sales
- ChurnZero announces second annual CSM Appreciation Week
- ChurnZero announces winners of 2023 ChurnHero Awards
- ChurnZero announces winners of 2024 ChurnHero awards
- ChurnZero announces ZERO-IN 2024
- ChurnZero announces ZERO-IN 2025 with a call for speakers open through May 23
- ChurnZero announces ZERO-IN 2026
- ChurnZero announces ZERO-IN 2026 speaker lineup, focused on AI, revenue and customer growth
- ChurnZero appoints Allison Tiscornia as chief customer officer, promotes Abby Hammer to chief product officer
- ChurnZero appoints chief financial officer as the company continues on an impressive growth trajectory
- ChurnZero appoints Sarah Kiley as chief sales officer to drive revenue growth
- ChurnZero awarded 2022’s “Highest Customer Satisfaction with a SaaS Product” by SaaS Awards
- ChurnZero becomes first purpose-built Customer Success platform to earn 1,000 G2 reviews
- ChurnZero becomes G2’s #1 Customer Success software
- ChurnZero CX team wins the 2025 APPEALIE SaaS Customer Success Award
- ChurnZero earns 2023 APPEALIE SaaS Awards for its Customer Success platform and CX team
- ChurnZero Earns 2023 SIIA CODiE Award for Best Customer Success Management Solution
- ChurnZero earns 2023 TrustRadius Top Rated awards for Customer Success and Customer Onboarding
- ChurnZero earns 2024 Top Rated award for customer success technology from TrustRadius
- ChurnZero earns GreenPlaces certification for commitment to sustainability
- ChurnZero earns industry recognition for AI, analytics and customer satisfaction
- ChurnZero earns ISO 27001 certification
- ChurnZero earns second GreenPlaces certification for sustainability
- ChurnZero earns the TrustRadius Most Loved Award for 2024
- ChurnZero earns top marks in G2’s Spring 2026 Grid Report for Customer Success, reinforcing its position as a leading platform and partner for customer growth
- ChurnZero earns top score in current offering category in assessment of customer success platforms by leading independent research firm
- ChurnZero earns TrustRadius 2023 Best Of awards for Best Feature Set, Best Relationship, and Best Value
- ChurnZero earns TrustRadius Tech Cares Award for third year
- ChurnZero enters 2024 as the customer success industry’s platform and partner of choice
- ChurnZero enters 2025 as AI-powered platform and partner of choice for customer teams
- ChurnZero expands partnership with HubSpot
- ChurnZero extends industry leadership by reshaping customer success with AI teammates
- ChurnZero first to bring AI-powered personalization directly into CS workflows.
- ChurnZero included in Customer Success Platforms, Q4 2025 evaluation by independent research firm
- ChurnZero integrates Snowflake into Customer Success platform
- ChurnZero launches 2022 Customer Success Leadership Study
- ChurnZero launches Agentic Essentials
- ChurnZero launches AI-powered Customer Briefs
- ChurnZero launches certification program for digital customer success
- ChurnZero launches Customer Success AI™
- ChurnZero launches free version of Customer Success AI™
- ChurnZero launches Kit, a native AI assistant that knows customers, and the team and business that support them.
- ChurnZero launches new superpower for customer teams with Engagement AI
- ChurnZero launches Renewal and Forecast Hub for Customer Success teams
- ChurnZero launches Retrospective, an AI churn analysis agent, expanding its Agentic Essentials package
- ChurnZero launches second certification for digital customer success
- ChurnZero launches Service Partner Certification program
- ChurnZero launches Services Suite to accelerate the impact of customer teams
- ChurnZero launches Success Insights, enabling SaaS companies to proactively identify the reasons why customers renew and churn
- ChurnZero launches Success Insights, enabling SaaS companies to proactively identify the reasons why customers renew and churn
- ChurnZero launches survey for 2024 Customer Success Leadership Study
- ChurnZero launches survey for the sixth annual Customer Revenue Leadership Study
- ChurnZero Leverages LinkedIn Sales Navigator’s “Data Validation” to Improve Customer Data
- ChurnZero named a finalist in two categories in the 2026 A.I. Awards
- ChurnZero named a Leader in the 2024 Gartner® Magic Quadrant™ for Customer Success Management Platforms
- ChurnZero named a Leader in the 2024 Gartner® Magic Quadrant™ for Customer Success Management Platforms
- ChurnZero Named a Leader in the 2025 Gartner® Magic Quadrant™ for Customer Success Management Platforms
- ChurnZero named a Trusted Seller by TrustRadius
- ChurnZero named as a Leader in the IDC MarketScape Worldwide Customer Success Applications 2024 Vendor Assessment
- ChurnZero Named One of the Top 30 Rated Integrations on the HubSpot App Marketplace
- ChurnZero named SIIA CODiE finalist in two categories
- ChurnZero Named to G2’s 2026 Best Software Awards
- ChurnZero partners with Absorb LMS and Higher Logic Vanilla to unify digital customer success, customer education, and community management
- ChurnZero partners with Gong to centralize AI customer insights for customer success teams
- ChurnZero partners with Success in Black to advance diversity, equity, and inclusion in Customer Success
- ChurnZero powered by renewable energy in 2023 and 2024
- ChurnZero Rated Most Loved Customer Success Software by TrustRadius
- ChurnZero Recognized as a Leader in the Washington D.C. Tech Scene by G2 Crowd
- ChurnZero recognized for best feature set and relationships in Customer Success software
- ChurnZero recognizes five exceptional customer success teams with 2025 ChurnHero Awards
- ChurnZero releases Launchpad to enhance processes, productivity, and platform expertise for Customer Success teams
- ChurnZero report finds customer success managers aren’t prepared to drive revenue.
- ChurnZero reveals agentic AI teammates to autonomously drive customer growth
- ChurnZero reveals full agenda for ZERO-IN 2024 conference with actionable content geared to helping customer success leaders adapt and win.
- ChurnZero reveals full BIG RYG 2023 agenda
- ChurnZero reveals full ZERO-IN 2025 agenda
- ChurnZero study finds AI investment is outpacing measurement in customer success
- ChurnZero unveils keynote sessions for ZERO-IN 2025, the essential conference for customer revenue and success leaders
- ChurnZero unveils speakers at BIG RYG 2022
- ChurnZero wins 2026 CODiE Awards for AI solutions and customer experience
- ChurnZero wins 2026 SaaS Awards for business intelligence.
- ChurnZero wins SIIA CODiE Award for 2024 Customer Success Team of the Year
- ChurnZero, ESG, and SaaStr launch 2023 Customer Success Leadership Study
- ChurnZero’s Customer Success AI™ shortlisted for two 2024 A.I. Awards
- Customer Success continues to grow in size, influence and impact, ChurnZero and ESG study shows
- Customer success matures as a revenue engine for SaaS businesses, 2024 Customer Success Leadership Study reveals
- Customer success teams becoming more sophisticated despite economic headwinds, ChurnZero, SaaStr, ESG and HubSpot study reveals
- Forbes recognizes ChurnZero as one of America’s Best Startup Employers
- Hoping to lead, but prepared to leave? ChurnZero research highlights CSM career concerns, ambitions, and training needs
- Industry first by ChurnZero gives AI agents unparalleled understanding of a company’s unique processes and product know-how.
- Manage the Big Picture of Your Customers with ChurnZero and Teamwork Integrations
- New study reveals the post-sales B2B roles and tools that increase NRR
Guides
Guides
- 2021 Customer Success Leadership Study
- 2022 Customer Success Leadership Study
- 2023 Customer Success Leadership Study
- 2024 CSM Confidential Report
- 2024 Customer Success Leadership Study
- 2025 CSM Confidential Report
- 2026 CSM Confidential Report
- 2026 Customer Revenue Leadership Study
- 7 Smart Customer Success Playbooks
- Advice from Customer Success experts: Best practices for year-end planning
- Churnopedia: The Customer Success Professional’s Essential Guide to SaaS Metrics
- Convince Your C-Suite a CSP is Essential
- Customer Effort Score (CES) Cheat Sheet
- Customer Health Scoring Cheat Sheet
- Customer Journeys Workbook
- Customer Satisfaction Score (CSAT) Cheat Sheet
- Customer Success Guide: How to Build a Modern SaaS Customer Success Program
- Customer Success Guide: How to Crush SaaS Customer Onboarding
- Customer Success Guide: How to Get C-Suite Buy-in for a Customer Success platform
- Customer Success Maturity Model: Know Where You Stand
- Customer Success Playbook: How to Create Data-Driven Customer Experiences
- Customer Success Software Request for Proposal (RFP)Template
- Getting Started with Alerts Guide
- Getting started with ChurnScores
- Getting Started with Journeys Guide
- How to buy a customer success platform: a free guide for leaders.
- How to Turbocharge Your Customer Marketing
- Inaugural Customer Success Leadership Study
- Net Promoter Score Cheat Sheet
- New to Customer Success Automation? 15 Ideas to Get Started
- Sixth Annual Customer Revenue Leadership Study
- The AI Roadmap for Customer Teams
- The Churn Monster Playbook
- The ChurnZero Guide to Product WalkThroughs
- The customer health score handbook
- The Customer Success Guide to Smart Segmentation
- The Customer Success leader’s guide to cross-functional alignment
- The Future CCO: Advice For Those On The Path To The Chief Customer Officer Ebook
- The guide to book shifts in customer success
- Top 10 Signs It’s Time to Invest in Customer Success Technology eBook
- ZERO-IN on Building Stronger CS Teams
- ZERO-IN on Customer Advocacy
- ZERO-IN on Revenue Ownership
- ZERO-IN on the Customer Experience
Events
Events
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Webinars
- 2020 CS Leadership Study results
- 2021 Customer Success Leadership Study results revealed
- 2022 Customer Success leadership study results revealed
- 2022 SaaS retention benchmarks – How does your company compare
- 2023 SaaS retention benchmarks: How does your company compare?
- 2024 SaaS retention benchmarks: How does your company compare?
- 2025 SaaS benchmarks on retention and AI: How does your company compare?
- 2026 SaaS Capital Benchmark
- A CSM’s introduction to ChurnZero
- A day in the life of a CSM using ChurnZero
- AI in Action: How ChurnZero Transforms Customer Success
- AI in Customer Success: What’s working, what’s not, and what leaders are seeing
- Automations for high-touch customers
- B2B SaaS benchmarks 2020: How does your company compare?
- Balancing AI, automation, and the human touch.
- Beyond blame: Empowering your CSMs through churn ownership
- Beyond ROI: Reverse engineering the buyer journey for renewal success
- Career development: Improving goal-setting discussions
- Champion scalable and sustainable growth through customer success
- ChurnZero SlackBot: A better way to unlock customer insights
- Coach the coach: NPS calls
- Convincing your CEO to invest more in Customer Success
- Crash Course in Customer Success and SaaS Metrics with Dave Kellogg
- Creating a Single Source of Truth for Customer Success Data
- CRM vs CSP: Why Customer Success Needs a Purpose-Built Platform
- CS everywhere: Leveraging insights across systems
- CSM Awards
- CSM Confidential: What your CSMs need from you to succeed in 2024
- Customer education: The secret sauce for client growth
- Customer health score trends
- Customer Journeys: External Sharing to Reduce Churn
- Customer success and finance: Get aligned!
- Customer Success for companies without usage data
- Customer success maturity model
- Customer Success operations: Why you need it and how to set up for maximum revenue impact
- Customer success strategy implementation
- Customer Success Week 2025 NYC
- Customer success: Gain strength now
- CX Growing Pains: Lessons Learned Scaling to 300% Growth in 3 Years
- DC Coffee with Wednesday Women
- DEI in customer success: True change requires a collective effort
- Digital communication strategies to drive user adoption
- Driving predictable revenue using customer health scores
- Elevating customer engagement
- External customer journey sharing
- Finance & customer success: Come together to chart a clear path to profitability
- From revenue to retention: Syncing CFO & CCO goals
- From start to scale: Navigating the journey of customer education
- High touch and low touch customer engagement strategies
- High touch and low touch customer engagement strategies
- How do you rank? Understand the growth and retention metrics of SaaS companies from recent surveys and M&A activity.
- How to build effective customer success plans
- How to conduct customer exit interviews
- How to drive customer expansion with the REACH Framework™
- How to Drive Predictable Revenue Using Customer Health Scores
- How to get foresight for your 2020 CS planning
- How to have more strategic customer conversations
- How to hit all your accounts with value, regularly
- How to learn what your customers aren’t telling you
- How to master the tough talks every CSM needs to have
- How to scale your post-sale teams during periods of fast growth
- How to streamline onboarding
- How to Understand Usage Data
- How to Understand Usage Data
- How to Use Custom Dashboards to Optimize Customer Success Teams
- How to use ideal customer behaviors to accelerate product adoption
- How to Use Milestones to Drive Desired Outcomes
- How to use sales and marketing data to created connected customer experiences
- How your organization can achieve a customer first transformation
- Impact Webinar – Crawl, Walk, Run: How to level up HealthScores
- Impact Webinar – Customer Success AI
- Impact Webinar – Drive Customer-Centric Growth Using Data
- Impact Webinar – Elevate CS Teams with WalkThroughs
- Impact Webinar – External Customer Journey Sharing
- Impact Webinar – High touch and low touch customer engagement strategies
- Impact webinar – Introducing ChurnZero’s Renewal and Forecast Hub
- Impact Webinar – Introduction to ChurnZero
- Impact Webinar – Managing Onboarding for Low Touch Customers
- Impact Webinar – The right data at the right time
- Impact Webinar: Customer success reports boards want to see
- Impact Webinar: Leveraging platform WalkThroughs to boost adoption and engagement
- Impact Webinar: Tracking customer journeys to reduce churn
- Insights from the 2024 CS Leadership Study
- Introduction to ChurnZero
- Lessons learned from a big a$$ book shift
- Leveraging Alerts to Drive Action
- Leveraging Customer Success to Increase Expansion Opportunities
- Leveraging in-app announcements as part of your Customer Success strategy
- Lifecycle Advocacy: Expanding the CS remit to increase account value
- Managing onboarding for low-touch customers
- Mastering outcomes-based customer success
- Maturing your customer engagement approach
- Maximizing returns through journey mapping
- Meet ChurnZero’s AI Agents: Your new teammates for customer growth
- Meet the Monsters Gameshow
- Navigating post-sale chaos: Strategic customer success
- NextGen CS: Effective business leadership & simple AI strategies
- One-slide value review: The modern alternative to QBRs
- Optimizing automation without development expertise
- Overwhelmed to over quota: How to be a more effective CSM
- Playing to Win: The Customer Success Post-Game Show
- Rethinking customer onboarding to accelerate success
- Revenue tag team: How CROs and CCOs can crush expansion (without crushing each other)
- Reviving a community to support your customer success team
- RevOps: Connecting Customer Success to the bottom line
- Scaling customer success: Digital strategies, ChatGPT, and personalized experiences
- Scaling strategic customer conversations: How AI agents are rewriting the rules of listening
- Selling for people who don’t love sales
- Should new sales be held accountable for churn?
- Stop volunteering your team away: How to define, design, and deliver premium customer success packages
- Strategies for expanding customer relationships and revenue
- Supercharging CS using support insights
- Surviving stress in customer success.
- The 5 customer love languages
- The Career Lifecycle: A framework for owning your next move
- The CSM journey: how to carve your Customer Success career path
- The essential mindset shift for effective CS leadership
- The forever transaction: Driving lifetime value
- The leadership leap: From first time manager to confident leader
- The new competitive advantage: Building customer experiences AI can’t replace
- The path to customer success mastery: Advanced strategies and tactics
- The perfect 30-60-90-day plan for a new customer success leader
- The slump prevention playbook: Bounce back from setbacks
- The startup’s guide to Customer Success
- The state of customer revenue leadership: 2025 benchmark report
- The top 1% CSM blueprint: 5 habits that separate the best from the rest
- Top Questions to Ask When Evaluating Customer Success Solutions
- Tracking customer journeys to reduce churn
- Understanding the real impact of customer retention
- Unlocking the potential of AI for customer growth.
- Unpacking the power of the executive business review
- Using Net Promoter Scores to drive improvement
- What customer success reports boards want to see
- What to do when your customer champion leaves.
- What’s your NBA? Build CS Momentum with the Next Best Action Framework
- What’s next for CS? Essential insights from the 2023 Customer Success Leadership Study.
- Why surveys should be owned by customer success
- Your customer champion just left. Now do this.
Churnopedia
- Annual Recurring Revenue (ARR)
- Artificial Intelligence Terms
- Autonomous Customer Success
- Average Revenue Per User (ARPU)
- Backlog
- Bad Fit Customer
- Bookings vs. Billings vs. Revenue
- Churn Rate
- Cohort
- Cost of Goods Sold (COGS)
- Customer Acquisition Cost (CAC)
- Customer Acquisition Cost (CAC) – Recovering
- Customer Advocacy
- Customer Centric
- Customer Cohort Analysis
- Customer Health Score
- Customer Journey
- Customer Lifetime Value : Customer Acquisition Cost (CLTV : CAC Ratio)
- Customer Onboarding
- Customer Retention
- Customer Success
- Customer Success vs. Customer Service/Support
- Deferred Revenue
- Evaluating customer success software
- Expansion Revenue
- Gross Margin
- Gross Revenue Retention (GRR)
- Ideal Customer Profile
- Lifetime Value (LTV) or Customer Lifetime Value (CLV)
- Monthly Recurring Revenue (MRR)
- Negative churn in SaaS
- Net Promoter Score® (NPS)
- Net Revenue Retention
- Product Adoption
- Unit Economics
- What Is Annual Contract Value (ACV)?
- What Is Renewal Rate in Customer Success?