How to Transition an Account within the Customer Success Team
How to Transition an Account within the Customer Success Team

Transitioning an account from one CSM to another is a fragile situation. Here, you'll discover the necessary steps to take in order to keep the customer relationship intact.

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3 questions to ask when building a CSM comp structure
3 questions to ask when building a CSM comp structure

Compensation is always a hot topic. We’re in the business of making money for our companies, customers and ultimately for ourselves. As leaders, designing a thoughtful compensation plan for

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How to Run Effective Customer Success Cadence Meetings
How to Run Effective Customer Success Cadence Meetings

While regular cadence meetings might not be as exciting as the quarterly business review, they are beneficial for several reasons and can act as the key to unlocking a customer account.

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How to Build a Customer Success Team in an Established Company
How to Build a Customer Success Team in an Established Company

Your business is growing - that's great! But now your teams are bogged down with customer service, and your churn rate is increasing because you haven't got a dedicated Customer

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The Secret to Company Success in B2B
The Secret to Company Success in B2B

Companies often get in their own way of success. They lack an intentional strategy around organizational design, goals, and incentives that can create misalignment across the core go-to-market teams: marketing,

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Revenue Growth is More Important than Happiness in Customer Success
Revenue Growth is More Important than Happiness in Customer Success

When Customer Success was in its infancy, there was a struggle in defining the role. It was a lot of no’s: “we are not customer support” and “we are

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