April 1, 2026
Take our 2026 State of Customer Success Survey
We’ve launched our State of Customer Success survey, designed to develop on-the-ground insights about the fast-evolving role of CSMs. You can take the survey below —
Read On →Observations
April 1, 2026
Is Your Customer Success Program Sticky?
In SaaS we talk a lot about sticky features: those product features that customers use so consistently, they literally become the workflow. We don’t talk about whether or not customer success is sticky, and that’s a problem.
Read On →March 31, 2026
When a Welcome Feels Like Work
B2B onboarding tends to follow a universal script. The opportunity closes. The system’s provisioned. A ‘welcome email’ goes out — and this might the first of maybe two, or even three. Someone schedules a kickoff meeting and … maybe implementation stays on track, maybe it doesn’t.
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