Webinars
Gain expert insights from customer success leaders Amy Newbury and Cristina Moise: learn how to tackle the biggest challenges in preparing for customer meetings, prioritize key elements when time is tight, involve the right stakeholders, engage hard-to-reach decision-makers, and handle customers who don’t follow CS advice or skip meetings.
In Part II of our webinar, join CS experts De’Edra Williams and Saahil Karkera as they delve deeper into proving the revenue-driven value of CS. Learn how to demonstrate value on a limited budget, build a business case, motivate your team, and communicate ROI effectively.
Discover actionable insights from CS experts De’Edra Williams and Saahil Karkera. Learn how to identify crucial data points, enhance CS and Sales collaboration, align metrics with business goals, and leverage AI for smarter data aggregation.
We unravel the signs of potential churn, discuss effective onboarding and engagement strategies, and reveal how to measure and communicate ROI, ultimately guiding you through the essential steps to prevent churn and foster strong customer relationships.
Dive into the art of onboarding with CS experts Hannah Dean and Melanie Faye. Explore challenges, strategies to accelerate first value, setting clear expectations, navigating customer conversations, and the pivotal role of onboarding in renewals.
2023 in Review: CS Challenges and Goals for 2024. Join our webinar with CS leaders Anika Zubair, Erika Villarreal, and Jan Young for insights on CS metrics, advocating for CSPs, and setting 2024 goals.
What’s the right tool for customer success? Can you use a CRM for your CS activities? How to prove the value of a CSP? We’ve invited Carmel Granahan, a bonified SaaS and CS expert to help us answer these in our latest webinar.
Head of CS & Founder of Unify Success
In this webinar, experts from Supermetrics and Whale share insights on CS productivity. They discuss being a company's inaugural CSM, key metrics, managing demand for CS assistance, and articulating CS value.
Our CEO, Philipp Wolf, and Ingmar Zahorsky discuss ChartMogul's onboarding and nurturing strategies for high-value accounts, balancing manual and self-service account management, guiding account lifecycles, and using Custify to enhance CS.
We invite leaders Emilia D’Anzika and Julie Weill Persoffski to share insights on structuring CS Teams amidst AI and automation, discussing the contrast between PLG and sales-led strategies in enhancing customer success and company growth.
How do you fight churn? We dive into the remarkable story of how Forecastr significantly reduced churn by nearly 50% using Custify and its strategic insights.
Co-Founder & CEO at Forecastr
We invite Irit to explore the challenges of working with customer data and we discuss best practices for leveraging it to drive better outcomes. What is a customer data framework? What is a comprehensive data map?
CS Leadership Coach | Top 100 CS Strategist 2022
Quiet quitting is not a passing trend that should be ignored. Our latest survey, Quiet Quitting in CS 2023, has found that it’s a sign of deep problems within an organization. We’ve invited two awesome leaders from CS and HR to debate what this means for CSMs and their employers.
How do you create a solid CS strategy for the upcoming year? And most importantly, how do you stick to it? We invited Shawn Riedel to discuss how CS teams can plan for and remain successful in 2023.
Customer Success Consultant
Will 2023 in CS be heaven or hell? We bid farewell to 2022 with an all-star discussion of the challenges, trends, and changes CS professionals should expect in 2023.
We asked Jeff Heckler to share his insights into how SaaS businesses can better align their Sales with Customer Success. Check out this webinar to learn more about how CS and Sales teams can collaborate, what KPIs they should share, and more.
Customer Success Director at MarketSource
Onboarding customers when you’re managing complex B2B software can be a hassle; so we went to Peter Ord and asked for his secret recipe. In this webinar we crack the code of how good onboarding can impact NRR.
Founder & CEO at GUIDEcx
More often than not we do not take the time to understand “the reason why” behind the data. We do not correlate the quantitative with the qualitative part. How can you influence a number if you do not understand its story? The story is usually given by the customer.
Chief Churn Crusher
We welcome Efehan Çelik, customer success manager at UserGuiding, to debunk some of the most common user onboarding myths. This webinar yielded unique insights into user onboarding and product adoption.
Customer Success Manager at UserGuiding
What mistakes to avoid when scaling your customer success operations? We talk with Jennifer Chiang, author of The Startup’s Guide to CS, about what it takes to grow your team from one jack-of-all-trades to tens or hundreds of people.
Author of The Startup's Guide to CS
What’s the role of Customer Success in a product-led, self-service scenario? As the PLG model grows in popularity across the SaaS landscape, we analyze its impact on CSMs together with Claudiu Murariu, CEO and Co-founder of InnerTrends.
Founder at InnerTrends
Trusted & Used by the Best CS Teams:
Podcasts
Tune in to hear Mio Mattsson, Head of Customer Success at AlexisHR, discuss his journey from support to CS, the importance of data hygiene, and leveraging AI in customer success. Discover key metrics, proactive customer strategies, and how to keep your team focused.
Head of Customer Success at AlexisHR
Tune in to hear Anton Lagochniak, Customer Success Manager at SupplyHive, share his journey in CS, navigating complex industries, and balancing multiple roles in a startup. Learn about key metrics, collaboration between sales and CS, and effective team structuring.
Customer Success Manager at SupplyHive
Join Sara Arecco, Head of Customer Success at Antavo, as she shares her journey in CS, from building motivated teams to driving revenue through customer success. Discover insights on structuring CS teams, aligning with other departments, and leveraging AI for efficiency.
Head of Customer Success at Antavo
Join Alexandre Kinapenne, Head of Customer Success at Nodalview, as he shares insights on fostering a growth mindset, structuring CS teams, and overcoming challenges. Learn how Alexandre leverages data, automation, and a tailored tech stack to drive customer success.
Head of Customer Success at Nodalview
Join Amy Newbury, Head of CS at Kleene, as she shares key insights on scaling CS teams, structuring for success, and prioritizing tasks. Discover the importance of trust-based customer relationships, upselling strategies, and the role of AI in CS. Amy also highlights how to scale cautiously.
Head of Customer Success at Kleene
Listen as Ellie Yates shares her journey in CS, discussing how to structure a CS team, build strong sales relationships, and prioritize key tasks. Discover the crucial skills for CS professionals and the importance of selecting the right tool stack in this insightful episode.
Head of Customer Success at Signabl
Join Victoria Fritz as she shares her journey in CS, offering insights on aligning and uniting remote teams, maintaining strong relationships with sales, and the essential skills for success. Learn what to prioritize in CS and the critical role of customer feedback in this episode.
Head of CS and Support at SocialHub
Join Violeta Yuste as she discusses aligning and uniting remote CS teams, proving CS value internally, and the crucial role of data and KPIs. Discover strategies for prioritizing tasks and incorporating AI into Customer Success in this insightful episode.
Head of CS
Explore the inspiring journey of Chethan Kumar, from leaving school at 13 to leading major CS teams. Uncover his strategies for recruitment, aligning teams with essential KPIs, and proving the value of CS internally. Tune in for key insights on mastering Customer Success.
Head of Customer Success at Augnito
In this episode we invite Bérénice Carrega, Head of Customer Success at rzilient. Discover the essential skills for CS success, how to overcome challenges, structure a CS organization, track crucial KPIs, and explore top CS playbooks.
Head of Customer Success at rzilient
Navigate through 2023's CS hurdles with Keishla Ceaser-Jones. Gain insights on crafting a winning CS strategy, tackling CS challenges, choosing appropriate tools and technology, hiring the right team, and Keishla's outlook for 2024.
Sr. Director and Partner Success at EAB
Discover the transformative power of Voice of the Customer programs with Gillian Taylor. Learn effective recruitment strategies, ways to enhance CS team performance, selecting the best CS tools, learning from past mistakes, and Gillian's forecasts for 2024.
Customer Success Leader
Dive into 2023's CS landscape with Matt Kelso, exploring the challenges and the influence of data on CS strategies. Uncover key success metrics, insights on building a robust CS team, the art of internal CS advocacy, tool selection strategies, and Matt's predictions for 2024.
Customer Success Leader
Explore CS strategies in education with Laura Litton. Address CS team challenges, the selection of tools, team-building insights, common mistakes, and anticipate CS developments in 2024.
Director of Success
Dive into CS trends in 2023 with Parker-Chase Corwin. Discuss CS challenges, the importance of team alignment, crucial metrics, fostering departmental alliances, internal CS promotion, budgeting tips, and 2024 predictions.
CS & CX Consultant
Unpack the challenges CSMs face and the critical role of data in CS success with De’Edra Williams. Learn the keys to demonstrating CS value, essential roles, recruitment strategies, vital KPIs, and what to seek in a CS platform.
Customer Success Leader
Explore the multifaceted world of CS with Sadie Shepard, Advisor and Owner at SADESHEP. Delve into enhancing customer experience, tackling difficult customers, and refining CS processes. Learn about selecting the right tools, advocating for a CS platform, and navigating career challenges.
Business Advisor & Fractional Services Consultant
Join Michael Boyd, VP of Customer Success at Vanta, in a dynamic episode. Explore his decade-long CS journey, learn about CS in security-focused environments, understand evolving challenges, and discover key KPIs. Gain insights into AI's impact on CS, budgeting strategies, and predictions for 2024.
VP of Customer Success at Vanta
Join Eleni Vorvis, a seasoned CS Leader & Consultant, in our latest podcast episode. Discover strategies for 2024, top CS events, influential experts, and ways to overcome new team challenges. Learn about enhancing CS-Sales collaboration, choosing the right tools, and upcoming CS trends.
CS Leader & Consultant
Explore the world of Customer Success with Tracie Zamiska in our latest podcast episode. Learn about starting in a new team, leveraging AI tools, handling complaints, and effective CS-sales collaboration. Gain insights on key metrics, individual KPIs, and CS predictions for 2024.
Customer Success Leader
Join Will Stevenson, Founder and COO at Onboard.io, as he explores the nuances of customer success in SaaS and B2B. Learn about prioritizing tasks as a new CSM, balancing focus with multitasking, and building a skilled CS team in this insightful podcast episode.
Customer Expert
Explore customer success insights with Adam Smith in our podcast. Uncover his strategies for deepening customer relationships and driving CS success. Learn how to create impactful experiences and foster loyalty.
CS Executive
Join J.P. Scoville, a seasoned CS Leader, in an insightful discussion on refining customer success strategies. Discover effective techniques for enhancing team performance and elevating customer satisfaction and loyalty.
VP of Customer Success at Cinch
Dive into a compelling session with Parul Bhandari, Customer Success Leader, as she unveils key strategies for building a dynamic CS team. Gain insights on tackling customer success challenges and boosting engagement and loyalty.
CS Strategist
We're joined by Con Cirillo, Director of Lifecycle Marketing, as he shares invaluable insights on sculpting an effective CS team and shares tips for avoiding common CSM pitfalls and mastering customer churn, retention, and advocacy.
Director of Lifecycle Marketing
Your success is our mission. Our resource library is designed to empower you and the broader customer success community.
Let's grow together.
Ebooks
The big book of Churn
Usage guides
The definitive guide on SaaS churn: everything we know about preventing customer churn and reducing MRR churn, with examples.
Customer Heatlh Score Guide
Usage guides
Customer Health Scores and customer success are essential to one another. This free ebook will guide you through setting & using health scores in your SaaS.
Customer Success Strategy
Usage guides
Free pdf guide with Everything you need to know about creating your first customer success strategy. With detailed examples and insights.
How to properly scale your customer success operations
Usage guides
Short guide that will help you scale your customer success operations. From influencing factors to the essential steps for each growth phase.
Selling the
Customer Success Story Internally
Usage guides
While companies understand the relevance of CS, they need a data-backed argument in order to allocate proper funds. This guide helps you advocate internally for the CS department.
The Role of Data in Customer Success
Usage guides
In a SaaS you have on average 70–90% of revenue coming from retention & expansion. So why are CS teams equipped with incomplete, low-resolution data? This guide can help you fix this.
How to Improve Your Customer Journey with a CSP
CS guide
A comprehensive guide with practical examples and insights on how to use a customer success platform to optimize your customer journey process.
The Internal Handoffs eGuide
Usage guides
Discover essential strategies for seamless internal handoffs with our eGuide, ensuring smooth transitions and enhanced collaboration across teams.
Streamlining the QBRs eGuide
Usage guides
Explore our guide on streamlining QBRs, packed with practical strategies and insights to enhance efficiency and client engagement in your business reviews.
The CS Customer Communication Guide
Usage guides
Enhance your CS team’s customer communication. Discover strategies to boost engagement and reduce churn using a CSP in our free eBook.
Automation in CS eGuide
Usage guides
Unlock personalized CX with our eGuide. Learn to use a Customer Success Platform to tailor interactions, boost engagement, and drive growth through segmentation, automation, and tracking user progress.
Enhancing CS Through Data eGuide
Usage guides
Unlock the power of data in CS with our eGuide. Learn how to identify trends, measure customer health, personalize experiences, and make proactive decisions using a CSP. Enhance your customer journey and drive growth through data-driven strategies.
Personalizing CX eGuide
Usage guides
Discover how to enhance your customer journey through automation with our eGuide. Learn strategies to automate onboarding, communication, and data analysis, saving time and improving consistency.
Churn Calculator
Saas tools
Do you need a simple way to calculate your Churn Rate projection? Use the SaaS churn calculator and understand your current situation.
ROI calculator
Saas tools
What’s customer success worth? This calculator simulates the potential return on investment your business could realize by implementing a CS software.
Customer Success Uncovered 2024
Study
Get the inside scoop on what CSMs really think about their jobs, salaries, and career prospects, as well as the current state of the customer success industry.
Quiet Quitting & Employee Retention in CS
Study
Statistics and insights into the challenges and difficulties CS/CX staff face every day. Get an authoritative picture from over 570 participants.
Understand your Users, Improve Retention and Create Customer Delight
*Based on a 12-month sample of active Custify clients and factoring in new revenue, saved cost and saved churn.
What Customers Say About Our Customer Success Platform
From growing SaaS businesses to large enterprises, Custify's customer success management platform helps teams around the world.
Custify helps us to identify upsell opportunities and churn risks very quickly. We now have better retention and a higher customer lifetime value. If you’re looking for a CS tool, this is an easy decision.
Custify helps our success team to strategically manage our customers' life cycle. We can now instantly identify churn risks and use a data driven approach to onboarding, product adoption and health scoring. Custify is a no brainer for subscription businesses.
We saw ourselves reflected in Custify. Two small companies trying to really disrupt an industry and try to do something different. We were just excited to work with a company like that.
Custify helped us integrate their customer success management solution within weeks. We've gained a 360 degree view of our clients & it has allowed us to improve our customer focus and further refine our CS strategy. Their solution is scalable, easy to deploy and very user friendly.
If you're going to integrate a brand new tool into your day-to-day operations, you want to make sure that the people behind the tool are the ones with whom you see yourself doing business for a number of years. We felt safe investing in Custify because we know that they care about the product and its functionality & performance.
We've watched NRR grow steadily a lot over the past year, as we've doubled down on our customer usage, without increasing headcount. 90% of what we built is either an automated sort of email connection or automated task reminders.
Our SaaS is quite complex and offers multiple integrated solutions. Even in this scenario, Custify has proven to be a great tool. Our CSMs get a holistic 360 view of each customer and their interactions. On top of this, their support exceeded all our expectations.
Since using Custify we could manage more customers per CSM and we could identify customers that needed our attention. It allowed us to be more proactive on a daily basis and automate manual tasks. The process became really streamlined and it helped us become better for our customers.
Custify freed up more time for our team to focus on the parts of the job that they enjoy and remove the manual tasks and the things that they don't particularly like doing quite as much.
We use Custify to reduce unwanted customer churn. The setup was fast and easy for our tech team. Now our Customer Success Team can't live without Custify anymore.
We feared that the integration would wind up taking a lot of developer time, but we finished in less than half a day thanks to Custify’s concierge onboarding.
The most important aspect of working with Custify is that they are very keen to hear and act on customer feedback. Dialogue is key - new product releases often have features that are useful to us. Their CSMs, proactively reach out once feedback that was important for us, has been implemented.
Custify's easy integration and native compatibility with platforms like Intercom and Hubspot streamlined our data centralization. Segmenting customers for targeted automated communications has been a game-changer.
Custify transformed our approach, consolidating information from scattered sheets to one efficient hub with insightful dashboards and dynamic health scores. Thanks to its integration capabilities, our team is now faster, more productive, and closely connected with our clients.
Custify’s standout features, the flexible calculated metrics and the visual playbook builder, enable our data-driven company to extract meaningful insights from our customer data. It provides a comprehensive view of our Customer Success impact, from broad overviews to detailed individual customer analyses. With real-time notifications on upsell opportunities and actionable insights for both our Sales and Product teams, Custify is an essential tool for informed decision-making.
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Utilizing Custify, we've seen a significant increase in tool adoption, underscoring the value of health scores. The ability to instantly assess a company's performance and track user engagement trends has greatly empowered our customer success team. This has shifted their focus towards enhancing customer experiences, leading to higher engagement and referrals. Essentially, health scores have been pivotal in our strategy to understand and support our customers more effectively.
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Since integrating Custify, we've consistently exceeded our core KPIs, improved our retention rate and boosted our upsell revenue by 25 to 35% monthly. Coming into this role after Custify was onboarded, I've seen firsthand how much easier it is to manage these critical metrics. It’s a game changer that supports my growth as a customer success manager, allowing me to focus effectively on our clients and drive our company’s success forward.
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Before Custify, I juggled multiple platforms and tasks, struggling to keep track of everything. Now, everything is centralized, and I can focus on our customers without getting lost in mundane work. We've become more efficient, and our ability to engage and support our customers has greatly improved.
Without Custify, we would be completely blind-sided. It has brought all our customer data into one platform and automated key processes, allowing us to focus on what really matters—driving customer success. Thanks to the real-time alerts and insights, we increased our expansion MRR by 43% and reduced churn significantly. The time savings alone have been invaluable for our lean team.
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When we started with Custify, we had been using another platform that was too complex and required a lot of technical effort to maintain.Custify made everything simpler—centralizing our data, improving our NPS by 20%, and automating workflows, which saved us about 15 hours each month. With Custify it’s easy to streamline your processes and focus more on customers.
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Custify has been a game-changer for us. Before, we were duct-taping solutions together, but now, with real-time insights and a holistic approach to customer data, we've significantly boosted customer satisfaction and made well-informed, data-driven decisions. This shift to proactive management has helped us reduce churn and better support our customers' success.
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See if Custify is right for you.
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