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Tuesdays in the Trenches
Every Tuesday we're sharing our thoughts from the trenches on how you can
drive retention and grow your revenue using your CS team
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Founding CSMs: How to Succeed as Your Startup’s First CSM
Your first CS hire can make or break early customer success. Discover the Swiss Army knife traits to hire for, the pitfalls to avoid, and what real Year 1 success looks like—from a founding CSM who survived the chaos.
Nina Wilkinson
Dec 1, 202510 min read
How to Keep Your CSMs Motivated and Productive in December (So You Don't Lose January)
Stop losing January renewals to holiday slowdowns. Proven December tactics for high-touch accounts that protect renewals and drive expansion.
Nina Wilkinson
Nov 17, 20256 min read
Cleaning up for the new year: CS Ops Edition
Prevent Q1 customer success chaos before it starts. Discover 3 operational deep cleans—data audits, automation reviews, playbook standardization—that top CS teams execute during the holiday break.
Linnea Olson
Nov 11, 20254 min read
How to Sell the Value of Your CS Team (And Get the Headcount You Actually Need)
Tired of capacity planning battles? This guide shows revenue leaders how to justify CS headcount with data that wins board approval and spares you the headache.
Nina Wilkinson
Nov 4, 20258 min read
CSMs vs. AMs: How to End the Chaos and Boost Retention
CSM vs. AM: Defining Roles to Protect Revenue and Improve the Customer Experience
Nina Wilkinson
Oct 21, 20259 min read
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