Customer Success Collective

@index.customersuccesscollective.com.ap.brid.gy

Driving excellence in customer success. 🌉 bridged from https://www.customersuccesscollective.com/ on the fediverse by https://fed.brid.gy/

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Longform Stories

What Microsoft learned scaling AI across 45,000 contact center agents

The hard-won lessons from scaling AI across hundreds of millions of customer cases, and the five foundations you can't skip.

5h ago·2 min read·345 words

Is having a high customer support ticket volume ever a good thing?

Volume tells you something happened. It can't tell you what to do about it until you know why. The same number can mean a critical bug or a fast-growing customer base.

6h ago·11 min read·2134 words

Help define what's happening with AI in customer support

We're building the 2026 AI for Customer Support Leaders Report – the first industry report to capture what's actually happening inside support teams as AI rewrites the playbook. But we need your help …

2d ago·2 min read·290 words

Agent design planner template

A strategic framework that helps teams design AI-powered customer success agents before any implementation work begins.

3d ago·2 min read·289 words

The ultimate team sport: Ending the tug-of-war between sales and success

How to build a "one-team" culture where sales and success share the load, the data, and the wins.

May 28·2 min read·351 words

What your personal trainer and your CSM have in common

You signed up to the gym. You bought the shoes. You told yourself this time would be different. Customer success has the same problem – and the same solution.

May 28·12 min read·2204 words

The career gap nobody in customer success is talking about

Take control of your CS career with a product mindset — own your roadmap, speak your goals, and build lasting growth.

May 22·3 min read·496 words

AI in customer support: How to build trust before it breaks

AI will fail. The question is whether you're ready for it. A guide to responsible AI deployment for customer support leaders.

May 22·10 min read·1969 words

Meet the Success Engineer: Building for the role evolution happening right now

The Success Engineer: How CS teams are rethinking the role

May 20·2 min read·336 words

Customer success enablement readiness template

A strategic planning workbook designed to help organizations assess, design, and scale customer success enablement programs.

May 20·2 min read·292 words

9 ways to scale customer success when one CSM manages hundreds of accounts

The traditional 1:15 CSM ratio doesn't survive a 500-account portfolio. Here's how to build the infrastructure that makes customer success inevitable at scale.

May 19·7 min read·1323 words

How to handle CSM underperformance

Underperforming is an issue that keeps a lot of customer success leaders up at night. How do you handle this without tanking the morale of the employee in question – and for its ripple to be felt acro…

May 12·11 min read·2075 words

The BIGGEST mistake customer success teams made in 2025

In this video, we break down the signals that actually move the needle on retention – the ones great CS teams use to stop churn months before it happens.

May 8·1 min read·38 words

How HSBC redesigned customer support for vulnerable customers

How HSBC redesigned support for vulnerable customers using AI coaching, empathy-led training, and smarter customer journeys.

May 8·1 min read·24 words

The slow death of CSAT and NPS in the AI era of customer support

For the better part of two decades, CSAT and NPS have been the twin pillars for measuring customer support. But across three recent keynotes at major events, a consistent theme emerged: these metrics …

May 8·1 min read·57 words

Why customers churn despite green health scores (and the 5 fixes)

If there’s one gaping misconception about customer success, it’s that it’s about being agreeable. Trust me, it isn’t. Customer success is about relationship capital, and the way you communicate is per…

May 6·1 min read·51 words

Customer adoption enablement plan

A structured framework designed to help teams build scalable strategies that drive product adoption, retention, and expansion.

May 5·1 min read·21 words

The challenges with aligning stakeholders when handling enterprise accounts (and the fix)

Most enterprise account failures aren’t product failures, but are the result of failing to treat account health like a high-stakes intelligence briefing.

Apr 28·1 min read·34 words

A customer success mentorship ecosystem that actually works

A lot of times, that perfect 1:1 mentorship program sounds amazing, but in reality? It’s not always so perfect for anyone involved. Too much pressure, too many expectations, not enough clarity and ali…

Apr 23·1 min read·41 words

The handoff problem Your NRR is bleeding before onboarding ends

How to close the context gap between sales, services, and success - before it costs you the renewal.

Apr 23·1 min read·28 words

Why customer success “hero culture” is a churn red flag

Too often, we mistake heroic acts of account management for a customer-centric culture. We shouldn't. Requiring a hero to save an account is only proof that your system has already failed.

Apr 22·1 min read·41 words

Silent signals playbook: Turn support signals into revenue

Download the free Silent Signals Playbook and learn how TeamSupport turned support ticket data into $300K in expansion ARR by identifying churn risk, upsell signals, and customer growth opportunities.…

Apr 21·2 min read·325 words

Why CSC Pro+ membership is one of the best career investments I've made

Learn how Ania Kierczynska uses CSC Pro+ to connect with global CS leaders, access practical frameworks and grow her confidence.

Apr 17·1 min read·33 words

How HubSpot rethought its customer success operations in the age of AI

Shift from "tour guide" to strategic partner with 5 keys to future-proof customer success, from ROI pyramids to the human layer in an AI world.

Apr 17·1 min read·37 words

Lifecycle-driven advocacy template

A strategic framework that helps you generate customer advocacy by aligning your asks with the right moments in the customer journey.

Apr 16·1 min read·24 words

What high-performing teams actually get right about customer success enablement

Most customer success enablement programs are built around a flawed assumption. Hire good people, run them through onboarding, hand them a playbook and a platform login, and track activity metrics unt…

Apr 15·1 min read·43 words

Customer expansion readiness & account growth plan

A structured framework that helps teams identify, validate, and plan expansion opportunities within existing customer accounts.

Apr 8·1 min read·23 words

The end of the customer success platform era

How AI is closing the gap between risk and action.

Apr 8·2 min read·351 words

The real problem with data architecture in customer success

When CS teams talk about data, the conversation often gravitates toward dashboards, health scores, and the latest AI tooling. That focus is understandable, but it misses the point. The structure under…

Apr 7·1 min read·49 words

How to drive genuine customer value after onboarding

Stop treating launch as the finish line. Learn how to bridge the success gap, identify risky "champions," and drive real customer outcomes.

Apr 3·1 min read·30 words

Customer Success Powerhour Bi-weekly virtual meetups

Customer Success Powerhour is our bi-weekly virtual drop-in for Pro, Pro+ and Exec members where you'll have the chance to discuss a range of topics with your fellow CSMs.

Mar 30·4 min read·636 words

Why we need a new approach to customer retention KPIs

I’ve been at Indeed for over 10 years, working in customer success (CS) and revenue, and I’ve learned a lot about how quickly things can change – especially when it comes to retention and the KPIs we …

Mar 25·1 min read·51 words

The good, the bad, and the ugly: Lessons from customer success leadership

Discover how to turn customer success into a revenue driver with lessons on avoiding churn, scaling digital models, and escaping firefighter mode.

Mar 20·1 min read·34 words

Customer success hiring & onboarding scorecard

A structured framework that helps teams hire the right people and set them up for success from day one.

Mar 17·1 min read·25 words

The role of community managers in modern customer support

Customer support is changing. Traditionally, when customers encountered a problem, they opened a support ticket and waited for a response from a customer support manager. But today, many of the most h…

Mar 17·1 min read·50 words

How Chief Customer Officers can prevent burnout

The conversation about burnout should start in a place executives understand: the business case. Burnout is measurable. It’s expensive. And it directly impacts revenue.

Mar 12·1 min read·31 words

How Cisco uses NPS and CSAT metrics to predict churn at renewal

Stop churn by layering CSAT, NPS, and telemetry. Learn how to identify renewal risk and turn negative sentiment into long-term customer loyalty.

Mar 6·1 min read·34 words

The rise of sales-first cultures (and what this means for customer success in 2026)

Data shows a 13% increase in sales-led environments and a double-digit drop in customer-first orgs in 2025. That juxtaposition matters because it suggests that while CS is being positioned as a revenu…

Mar 5·1 min read·60 words

Proactive support playbook template

A playbook to help support teams move from reactive problem-solving to preventing issues before customers experience them.

Mar 4·1 min read·21 words

Customer Churn Certified Masters Join the waitlist for $100 off

Learn how to anticipate at-risk customers before it’s too late, and reduce your churn rate by taking this program created by experts. Unearth the skills you need to dramatically influence…

Mar 4·1 min read·91 words

Zero to CS Hero: Building Customer Success from Scratch in an Early-Stage Startup

CSCnow is your chance to stream exclusive talks and presentations from our previous events, hosted by customer success experts and industry leaders. It's a unique opportunity to watch the most sought…

Mar 2·1 min read·91 words

How Xbox customer support reduced thousands of monthly escalations

I've spent the last 13 years in Xbox support. In October 2025, I shared a case study at the virtual Customer Support Summit about a Tier 3 transformation that changed how Xbox thinks about escalations…

Feb 23·1 min read·44 words

The behavioral science behind successful change management

Stop fighting biology. Learn why 70% of changes fail and how to use behavioral science to lower stress and make new habits stick for good.

Feb 20·1 min read·32 words

How to communicate customer success metrics to teams with mixed data literacy

Management can present a number of challenges that might not have originally been apparent to you, but which require you to adapt quickly, not least when it comes to mixed levels of data literacy acro…

Feb 19·1 min read·58 words

Advocacy program maturity model

A structured assessment framework that helps you evaluate how developed and effective your customer advocacy program truly is.

Feb 18·1 min read·22 words

A deep dive into a customer success career in the marketing and advertising industry

Have you ever wondered what it’s like to work in customer success for a company within the marketing and advertising industry?

Feb 13·1 min read·35 words

Using AI to scale support without sacrificing quality: A CCO's view

A CCO’s practical playbook for AI-driven B2B support

Feb 6·1 min read·19 words

Lessons from building customer success in an early-stage startup (without a playbook)

Building a CS department from the ground up in a startup feels impossible. In this article, you’ll discover how to do just that.

Feb 6·1 min read·35 words

AI‑first support playbook

A practical framework designed to help support teams adopt AI in a focused, measurable, and sustainable way.

Feb 5·3 min read·420 words

What customers really think about AI Agents

This groundbreaking study reveals how real consumers transform from skeptical to confident once they experience what today’s AI can actually do. 

Dec 10·3 min read·474 words

How generative AI is revolutionizing customer support

The future of customer support isn't about choosing between humans or AI. This is what the scare tactics want you to believe. In fact, it's about combining the best of both to create experiences that …

Oct 7·1 min read·54 words

4 ways CSMs can drive revenue

Without the right principles in place, even the most thoughtful lifecycle designs will fall short – and fail to deliver the growth your business needs – if they’re not clear, accountable, and operatio…

Oct 1·1 min read·39 words

Customer acquisition template

A strategic tool that helps businesses plan, track, and refine their efforts to attract, convert, and retain new customers.

Sep 23·2 min read·285 words

The CX and CS Happy Hour

Join hosts Kimberly Ayala and Raymond Otero for an engaging series exploring the fast-changing world of customer experience and customer success.

Sep 17·7 min read·1218 words

How RevOps and CS Ops can work together

When both revenue and customer business functions collaborate, they’re able to break down silos, improve data quality, align on shared goals, and drive retention, expansion, and customer lifetime valu…

Aug 19·1 min read·52 words