The Customer Success Café Newsletter

The Customer Success Café Newsletter

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About
Co-Own The Roadmap: RRRs + Weekly Syncs (Copy/Paste)
A 90-day operating system for customer success: Signals > RRRs > Cadence > KPIs. Includes templates, scripts, tracking sheet, and Journey Impact Report.
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The Customer Success Café
Stop Discounting: The V.A.L.U.E Renewal System
Defend price, protect margin, and close renewals with confidence. Free overview + premium pack: scripts, ROI calculator, and objection playbooks.
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The Customer Success Café
Build Customer Success From Zero: 7-Day Plan + Checklists
Build your first Customer Success department fast: the foundational stack, 10 product events, 3 alerts, a 7-day onboarding plan, and a 90-day rollout—no…
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The Customer Success Café
15 Churn Alerts Every CS Leader Needs
Real plays, thresholds, and scripts to protect renewals and trigger expansion. Proven system that flagged $2.3M at-risk ARR—ready to ship in 2 weeks.
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The Customer Success Café
Why Most Onboarding Fails Before It Even Starts
Most onboarding fails before it starts. Here’s the system top CS teams use to deliver early wins, cut churn, and drive retention.
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The Customer Success Café

Recent posts

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Why Customer Success Still Runs on Spreadsheets (and What to Steal from E-Commerce)
E-commerce automated retention years ago. It’s time CS did too. Discover the lifecycle playbook to cut churn, save hours, and scale impact.
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The Customer Success Café
Stop Sounding Robotic: Smarter Feature Announcements
Most feature launches feel like spam. Here’s a practical playbook to announce features customers actually use, without sounding like a marketing robot.
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The Customer Success Café
How to Stop $1M Customer Churn Before It Happens
High-value deals don’t have to vanish before go-live. Discover the CS playbook to enforce onboarding, define value, and stop $1M churn.
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The Customer Success Café
The Email Coaching Playbook Every CS Leader Needs
CS leaders: concise emails = faster decisions + stronger renewals. Discover the BRIEF coaching framework and tools to transform your team’s…
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The Customer Success Café
The Onboarding Fix Every CS Leader Needs
Silent churn is draining SaaS revenue. Discover how CS leaders fix onboarding to protect renewals and accelerate careers into $120k+ roles.
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The Customer Success Café
The CSM Churn Rescue Playbook That Saves $2.3M+
Turn churn risk into boardroom wins. Discover the proven CSM playbook that saved $2.3M+ in at-risk revenue. Full guide inside.
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The Customer Success Café
5 Boundary Scripts $120k+ CS Leaders Swear By
Learn the scripts, frameworks, and systems that turn difficult customer situations into revenue wins, career growth, and executive trust.
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The Customer Success Café
Want to Make $120k+ in CS? Start with This One Habit.
Stop chasing urgent requests and start building strategic influence. CS pros use this system to grow comp while reclaiming time and respect.
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The Customer Success Café
Silent Churn Detection: The QUIET Method
Learn the QUIET framework to spot silent customer churn early, protect revenue, and advance your Customer Success career with battle-tested strategies.
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The Customer Success Café
Weekly CS Impact Report #1 — $200k+ Salary Intel
🚀 LAUNCH: Weekly CS Impact Report series! Industry intelligence on $200k+ salaries, AI premiums, and proven negotiation frameworks inside.
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The Customer Success Café
Customer Success Executive Coaching Programs for VP and Director Roles
Join 200+ CS leaders who advanced to VP/Director roles. Async, outcome‑focused coaching for $120k–$200k+: portfolio rebuild, interview prep, QBR…
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The Customer Success Café
Stop Defending Budgets. Start Generating Pipeline
While peers defend budgets, top CS leaders generate $2M+ pipeline through customer referrals. Complete system + tools inside. Trusted by 4,300+ pros.
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The Customer Success Café

CS MY WAY

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Exclusive Interview: Lara Barnes, SVP Customer Success & Renewals at Sitecore
Learn from Lara Barnes, Sitecore SVP, about building high-performing CS teams, leveraging data, and navigating the future of customer success. Don't…
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The Customer Success Café
CS My Way #11: Gillian Core, Former SVP of Customer Success
Explore my exclusive interview with Gillian Core, former SVP of Customer Success at Placer AI, and discover her insights on customer success strategies…
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The Customer Success Café
CS My Way #10: Roxanne Rowe, AVP of Customer Success at TrackUnit
Discover exclusive strategies for driving customer success and boosting team performance with Roxanne Rowe, AVP of Customer Success at Trackunit. Dive…
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The Customer Success Café
CS My Way #9: Exclusive Interview with Kevin Herrholtz, Vice President of Customer Success at AddShoppers
Get actionable strategies from Kevin Herrholtz, VP of Customer Success at AddShoppers. Learn how to level up your customer success game in the field…
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The Customer Success Café
CS My Way #8: Exclusive Interview with Kirsten DiChiappari, VP of Customer Success at vCom Solutions
Explore Kirsten DiChiappari's journey at vCom Solutions. Learn about IT management strategies, customer retention, and industry insights shared in this…
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The Customer Success Café
CS My Way #7: Exclusive Interview with Krystel Leal - Head Of Customer Success, OneText
Discover exclusive insights on CS strategies, collaboration, and industry trends from Krystel Leal, Head of CS at OneText, only on the Customer Success…
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The Customer Success Café
CS My Way #6: Exclusive Interview with Melissa Garcia
Learn from the best! Get exclusive insights from Melissa Garcia, Director of Renewal Operations at Chief, in CS My Way #6. Accelerate your customer…
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The Customer Success Café
Jill Favro Sawatzky, Chief Customer Officer, Thought Industries
Explore my exclusive interview with Jill Favro Sawatzky, Chief Customer Officer at Thought Industries, and gain valuable insights into revolutionizing…
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The Customer Success Café
APAC Director, Customer Success at GitLab
Join Catherine Ballantyne, APAC Director, Customer Success at GitLab, on her unique CS journey. Gain insights into success strategies and achievements…
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The Customer Success Café
Christine Lavery, VP of Customer Success, AgentSync
Explore customer success strategies with Christine Lavery, VP of CS at AgentSync, in the exclusive 'CS My Way' interview. Gain insights into challenges…
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The Customer Success Café
Shirley Chapman, Head Of Customer Success, Forrester
Exclusive insights on customer success! Join Shirley Chapman, Forrester's Head of CS, in this in-depth interview. Discover strategies for success and…
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The Customer Success Café
Ming Zhang, VP Customer Success: Insights from A CS Expert
Explore the future of Customer Success with Ming Zhang, VP of CS. Gain insights on AI-driven strategies, operational efficiency, and career progression…
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The Customer Success Café
Join 2,800+ other Customer Success leaders and practitioners now!

AI HUB

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AI Customer Success: Cut Requests 90% with Slack Tools
Automate 80% of customer queries with Mava/Claude AI. Limited seats at 2024 pricing—act by March 15! Includes GDPR checklist & ROI calculator.
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The Customer Success Café
Why AI Matters in CS (But Only 14% Are Ready)
Only 14% of CS teams are AI 'Pacesetters'. Learn how to get AI-ready with proven frameworks that boost CSAT by 35% and reduce response time by 44%.
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The Customer Success Café
AI Revolution: Future-Proof Your Career
AI is disrupting careers at lightning speed. This post reveals the latest AI tools, expert insights, and a blueprint to future-proof your skills and…
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The Customer Success Café
VLOGGER - Google's New Tool for Realistic Talking Videos
Explore how VLOGGER from Google revolutionizes video creation. Effortlessly edit, translate, and generate realistic talking faces from images.
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The Customer Success Café
Introducing Sora: A Revolutionary Text-to-Video Model
Sora is an AI model that can create realistic and imaginative scenes from text instructions. It can generate videos up to a minute long while…
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The Customer Success Café
19 Best AI Customer Success Tools Recommended by Customers in 2024
Explore the top 19 AI customer success tools for personalized, efficient, and scalable experiences in 2024. Revolutionize customer experience today!
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The Customer Success Café
Google's Latest Innovation: LUMIERE
Unlock personalized tutorials, engaging demos, and seamless training with LUMIERE. Explore how this AI tool enhances customer success initiatives.
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The Customer Success Café
7 Ways AI Transforms Talent Acquisition for Customer Success
Boost the potential of AI in talent acquisition! Discover 7 strategies driving success for customers and growth for organizations. #AI…
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The Customer Success Café
Perplexity AI: Your Ultimate Content Research Assistant
Explore Perplexity AI—a unique tool for accurate research. Customizable, academic-ready, and co-pilot-assisted. Boost your content effortlessly.
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The Customer Success Café
Boost Customer Success with Pika - Transform Your Text into Videos with AI
Discover Pika's magic! Effortlessly turn text into engaging Customer Success videos. Join the waitlist for a revolutionary video creation experience.
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The Customer Success Café
Murf AI: Revolutionizing Customer Success with AI-Powered Voice Generation
Enhance customer success with Murf AI's lifelike voiceovers. Perfect for onboarding, updates, and customer education. Sign up for a free trial now!
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The Customer Success Café
50 Powerful ChatGPT Prompts for Success
Boost Customer Success with these 50 powerful ChatGPT prompts. Drive growth opportunities and build stronger customer relationships.

NEWS

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SEON’s $80M Round: What It Means For Customer Success
SEON just announced an $80M Series C led by Sixth Street Growth, with participation from IVP, Creandum, Firebolt and Hearst.
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The Customer Success Café
DRUID AI’s $31M Series C: Why It Matters For Customer Success
Funding + a new CEO signal agentic AI at scale. Here’s a simple 90‑day plan CS teams can run now to cut TTR and deflect tickets with satisfaction.
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The Customer Success Café
Tabs Raises $55M To Launch AI Agents For Billing & Collections
Billing errors and slow collections fuel churn. Steal the CS ↔ Finance rhythm, metrics, and 30/60/90 moves to turn Tabs’ news into NRR.
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The Customer Success Café
Governance Is Now a CS Metric—Own It or Lose Renewals
ServiceNow exec joins a governance board. What it means for CS—and how to turn velocity, failure rate, and rollback time into renewal math. Templates…
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The Customer Success Café
Hyperbound’s $15M: AI Sales Coaching Meets Customer Success
AI role-plays, scoring, and multiparty practice are here. See the 30-day CS plan to boost adoption, cut risk, and win renewals.
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The Customer Success Café
EliseAI Raises $250M: What It Means For Customer Success
Healthcare + housing automation is here. Steal my simple, proven CS plan to turn AI into faster onboarding, lower effort, and renewal wins.
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The Customer Success Café
Terra’s $30M Puts Pen Testing On Autopilot—Customer Success Wins
Terra’s $30M brings always‑on, validated pen tests to the enterprise. See the 90‑day CS plan to cut incidents, speed onboarding, and protect renewals.
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The Customer Success Café
Remedio Raises $65M: Why Device Posture Management Matters To Customer Success
Actionable playbook: align with SecOps, cut onboarding delays, reduce incidents, and prove NRR impact with security-linked metrics.
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The Customer Success Café
Higgsfield’s $50M Bet On Click‑to‑Video: What It Means For Customer Success
Turn ideas into short clips that cut TTFV and deflect tickets. See the 30/60/90 plan and the metrics that prove NRR.
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The Customer Success Café
HALA’s $157M: The CS Playbook for Payments & Billing (Ship This Quarter)
Cut billing friction, lift margin bps, protect renewals. 30/60/90 plan, scorecard template, churn alerts, Arabic AI rollout—moves you can ship this…
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The Customer Success Café
Eruditus Refinances $150M: What It Means For Customer Success
Funding shifted to value. Here are five practical CS moves—onboarding, metrics, stack, silent churn, and revenue alignment—to turn this news into wins.
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Micro1 Raises $35M To Build AI For Human Intelligence — Why It Matters For Customer Success
What micro1’s funding means for CS: faster onboarding, better health scores, stronger QBRs. Get a 30/60/90 plan and the tools to show NRR impact.
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The Customer Success Café
Join 4,300+ other Customer Success leaders and practitioners now!

CAREER

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How John Went From 2 Rejections To Same-Day Job Offer
After 2 final-round rejections, John mastered 1 strategic skill and got a same-day job offer. See the 3-act framework that transformed his career…
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The Customer Success Café
AI Jobs: Land $120K+ Roles in 2025
Microsoft data reveals 95% of top companies hiring AI CS roles. Discover the exact 90-day framework helping CS pros earn $25K-$75K salary increases.
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The Customer Success Café
HR to Customer Success: Complete Career Transition Guide
Ready to pivot from HR to Customer Success? This practical guide shows you how to leverage your skills, ace interviews & land your first CSM role.
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The Customer Success Café
Red Flags Most CSMs Miss (Until They Get Laid Off)
Too many talented CSMs ruin their careers chasing startup equity. Get the expert framework to evaluate opportunities and negotiate like a pro.
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The Customer Success Café
The Shadow Portfolio™: How to Land a $120K CS Role Without Traditional Experience
Stuck with the CSM title but no real customer work? Learn how to build a strategic portfolio that demonstrates your CS expertise and lands premium…
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The Customer Success Café
CS Interview Mastery: The Path to 6-Figure Offers
Revealed: The interview questions 83% of CS leaders ask in 2025, plus word-for-word scripts that boosted one member's offer by $37K. Trusted by 4,200…
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The Customer Success Café
4 Traits of Top-Performing CSMs That Make $120K+ Salaries
Access my proven CS Portfolio Method™ that helps CSMs land interviews 2-3x faster and increase salaries by 28%. Discover the frameworks used by $120K…
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The Customer Success Café
From Code to Customer Success: A Developer's Career Transition Guide
Discover how your technical knowledge becomes your secret weapon in customer success. Learn the proven framework that's helped developers land…
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The Customer Success Café
Laid Off? Turn Customer Relationships Into a $120K+ Role
Skip the job boards! Learn the exact customer outreach strategy that helped 5 CS leaders secure Director+ roles with 20-40% salary increases after…
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The Customer Success Café
AI Interview Hacks: How Top CS Pros Land 6-Figure Offers in 2025
Learn the exact AI prompts and frameworks that helped 100+ CS professionals secure $145K+ offers. Stand out in interviews while others get ghosted.
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The Customer Success Café
🚨 23 Interview Scripts That Closed $145K Offers
Exact scripts used by top 5% CSMs to land $145K+ roles. Get free hacks & premium role-play blueprints before your next interview.
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The Customer Success Café
🚀 Crush AI-Powered CSM Interviews: 22 Proven Tactics (2025)
Free checklist + premium playbook with GDPR & EU market insights. Get 3 real interview scripts inside!
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The Customer Success Café

BOOKS

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Top 5 Non-Fiction Books On Emotional Intelligence
Boost your customer relationships with these 5 must-read books on emotional intelligence, as recommended by industry experts.
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The Customer Success Café
How to Become a Customer Success Manager: A Comprehensive Guide
Discover the secrets to becoming a successful CSM with my 7-step guide. Learn essential skills, career paths, and industry trends to excel in this…
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The Customer Success Café
Customer Success: Insights From The Book 'Farm Don't Hunt'
"Farm Don't Hunt" is an eye-opener. It’s written in a simple and easy-to-understand way, offering valuable strategies and ideas for building strong…
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The Customer Success Café
The Seven Pillars of Customer Success: A Blueprint for Business Growth
Discover actionable insights in Wayne McCulloch's book. Build customer-centric excellence, drive loyalty, and fuel sustainable business growth.
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The Customer Success Café
17 Best Customer Success Books for 2024: Expert Reading Guide
From Zappos to Disney: Learn customer success secrets from industry giants. Practical strategies, real-world case studies, and expert insights for…
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The Customer Success Café
Master Communicator: 3 Life-Changing Books for Customer Success
Level up your customer success journey with powerful books. Master communication, conquer challenges, and build strong connections. Drive outstanding…
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The Customer Success Café
Become a People Magnet with 5 Must-Read Books
Boost your customer success game with these 5 essential books. Learn key lessons to become a people magnet and drive outstanding results in your field
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The Customer Success Café
3 Must-Read Books to Master Customer Success
Learn about the 3 must-read books to master customer success and transform your interpersonal skills. Discover foundational books like "How to Win…
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The Customer Success Café
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13 Non-Fiction Books Successful People Read
Boost your potential with these 13 must-read non-fiction books. Get deeper insights and learn skills for personal growth and success.
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The Customer Success Café

guide

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Why AI Will NOT Replace YOU
Join 4,300+ CS professionals using this proven system to reduce churn 40%, increase expansion revenue 45%, and become indispensable in the AI era.
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The Customer Success Café
Stop 'Spray and Pray': Use These Triggers Instead
Stop sending generic newsletters to your free users! Here's how you can achieve 27% higher feature adoption in 30 days while reducing email volume by…
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The Customer Success Café
Why 83% of Candidates Fail Their $120K-$200K+ CS Interviews
Stop interviewing like the 83% who fail! Get the STAR-Plus framework used by enterprise CSMs. Includes HubSpot's grading rubric + 12 proven case…
Why AI Matters in CS (But Only 14% Are Ready)
Only 14% of CS teams are AI 'Pacesetters'. Learn how to get AI-ready with proven frameworks that boost CSAT by 35% and reduce response time by 44%.
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The Customer Success Café
Sales-CS Conflict? The 80/20 Solution
Discover how leading SaaS companies align Sales and CS teams using the 80/20 compensation model. Includes implementation toolkit, templates, and real…
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The Customer Success Café
Stop Building Systems Your Customers Don't Care About
Discover the exact framework CME Group used to acquire 75,000 customers in one year by focusing on outcomes first. Plus: get their 12-week…
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The Customer Success Café
⚡️Stop Firefighting: The Playbook That Cut Reactive Work by 40%
Get the complete framework to build a proactive CS Ops function, including health score templates, automation playbooks & real implementation examples.
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The Customer Success Café
CS Leadership: Proven Frameworks for 40% Better Retention
Join elite CS leaders using proven strategies to scale teams, maximize customer engagement & boost retention. Get access to frameworks used by Adobe…
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The Customer Success Café
CS Interview Presentation Guide: Templates & Expert Tips
Learn the secrets of successful CS interview presentations. Get expert frameworks, templates, and tips to stand out and secure your ideal Customer…
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The Customer Success Café
The Ultimate Guide to Building a CS Playbook On Budget
Learn to craft a powerful customer success playbook that improves customer experiences and drives results—all on a budget. Read more now!
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The Customer Success Café
7 Proven Steps to Handle Difficult Clients: A CSM's Survival Guide
Learn how top CSMs handle challenging clients, from documentation to de-escalation. Get instant access to proven frameworks that transformed 500…
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The Customer Success Café
Churn Post-Mortems: Learn from Every Lost Customer
Discover how to build powerful churn post-mortems. Get my exclusive template and start turning customer losses into growth opportunities today.
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The Customer Success Café
Join 4,300+ other Customer Success leaders and practitioners now!
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