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Every VP of Customer Success knows the number. 110% net revenue retention is the benchmark that separates the high-performers from the average, the teams that get budget from the ones that fight for it, the companies that compound their ARR from the ones that tread water. It comes up in board meetings, in investor decks, […]

Most customer advocacy programs fail before they start because the person building them is waiting for budget, headcount, or executive sign-off that never comes. If you’re the head of CS at a 30-person SaaS company and you also own retention, renewals, and onboarding, you probably know this feeling. But the assumption that advocacy requires a […]

There is a question that comes up at almost every B2B SaaS company past a certain size. Someone in a leadership meeting asks: who handles customer references? Who builds the case study pipeline? Who runs our advocacy program? And after a beat of silence, everyone turns to the CS team. Customer marketing is one of […]

Most customer health scores fail because they measure what is easy to collect, not what predicts renewal, churn, or expansion.

The CSMs who grow accounts the most are the ones who refuse to sell. Here is what they do instead; the timing, the signals, and the language that turns expansion into a CS outcome, not a sales target dropped onto CS.

Picture a Monday morning. A CSM has a renewal call in 40 minutes with a $180K account. They open the CRM. Last activity note: six weeks ago. Health score: yellow, updated last Thursday. They open the product analytics dashboard. Login frequency looks normal. They scan the support ticket history. Nothing critical. They close four tabs […]