Customer Success Collective

16/09/2025

Worried AI is going to replace Customer Success Managers?

Not so fast. Gainsight has a different take.

The reality is that AI isn’t a threat. It’s a co-pilot. 🤝

✅ It clears repetitive work off your plate
✅ It surfaces real-time customer health insights
✅ It scales your reach without losing the human touch

Successful, true relationships can’t be automated.

Trust still needs empathy, strategy, and a human face.

AI empowers CSMs to do more of what matters most: building connections and driving outcomes.

The future of customer success isn’t humans vs. AI. It’s humans PLUS AI.

You can read the full article from Gainsight here: https://eu1.hubs.ly/H0n2V4g0

11/09/2025

Most companies are getting customer lifecycles spectacularly wrong.

Treating them like a linear pipeline – just another box-ticking exercise – is costing serious revenue.

But the industry is entering a new era. And we’ve got the playbook to help, built in partnership with the experts at Gainsight.

"How to Build a Customer Lifecycle That Grows Revenue" does exactly what it says on the tin: it shows you how to design an intelligent lifecycle that’s customer-centric, outcome-driven, and built to scale.

When you download it, you’ll find:

👋 A five-stage framework to apply tomorrow
🎯 How to tie CS impact directly to revenue metrics
♥️ A practical model that puts customer value at the center

Don’t treat retention, expansion and advocacy like buzzwords. They’re lifelines.

Download your free copy:

Most customer lifecycles in 2025? They’re fragmented. This playbook flips that script. It shows you how to design a lifecycle that’s intelligent, adaptive, and outcome-driven – where people, processes, and AI work together to replace friction with flow.

12/08/2025

Ready to fast-track your customer success career?

Join Customer Success Certified: Core live training between October 14-22 with David Collard, Manager of Strategic Customer Success at LinkedIn, and walk away with strategies, frameworks, and real-life case studies you can apply immediately.

And the best part?

You can save 10% until August 31 using code SUMMER25 at checkout.

Sign up here: https://eu1.hubs.ly/H0mfc_c0

08/08/2025

Out of office? Sure. Out of growth opportunities? Never.

While everyone’s offline this summer, use the time to your advantage and master essential customer success skills with a limited-time 10% discount on all memberships and certifications.

Just use code SUMMER25 at checkout. Offer ends August 31.

Become a member: https://eu1.hubs.ly/H0mfdfB0

Get certified: https://eu1.hubs.ly/H0mfdkk0

01/08/2025

Summer’s in full swing.

Your calendar’s lighter. Slack’s quieter. And for once, you’ve got space to think about your career growth.

Now’s the time to invest in your own growth, and we’re making it easier, with 10% off all memberships and certifications this August using code SUMMER25.

That includes:

✅ Hands-on certifications in onboarding, advocacy, and customer retention
✅ Proven templates and frameworks you can plug into your work straight away
✅ Access to Customer Success Certified: Core, the most trusted CS credential

The offer’s live through August 31.

Don’t just wait for things to pick back up. Use the quiet time to make your next move.

Membership plans: https://eu1.hubs.ly/H0m0kWv0

Certifications: https://eu1.hubs.ly/H0m0l000

30/06/2025

AI is awarding 20 SaaS companies $50K in credits, that's 1 year's access to their voice agent, to FIX USER ONBOARDING & PRODUCT ADOPTION!

White glove AI onboarding is for every single user, not a select few. Their voice agent treats your users like rockstars and takes them to the aha moment fast!

Apply by July 10: https://www.overhyped.ai/csc

27/06/2025

🚨 The State of Customer Success 2025 Report is here, brought to you in partnership with Gainsight.

It’s bold. It’s honest. And it’s exactly what you need to steer your CS operations in 2025.

We asked hundreds of CSMs and CS leaders:

❓ What’s really happening in CS right now?
📊 What KPIs matter in 2025?
🤖 How are teams actually using AI?
💥 What’s holding CS teams back?

If you’ve ever thought, “Am I doing this right?” – *this* is your reality check.

Get the full report and benchmark your role: https://eu1.hubs.ly/H0lkyxP0

29/05/2025

Imagine this: you walk into a room where everyone *actually* gets what you do.

No need to explain why last-minute renewal asks throw off your whole day. No blank stares when you mention escalation techniques.

Our flagship San Francisco Customer Success Summit and Customer Support Summit are officially live.

Here’s what’s in store:

💭 Two days of strategy, insight, and zero fluff with sessions from experts at AWS, Adobe, Darktrace, Walmart, LinkedIn, Cornerstone, and more.
✅ Real talk on proving strategic ROI of the CS function, cross-functional alignment with product and sales teams, and balancing AI and human support agents.
🤝 The chance to swap notes with 200+ CS and customer support pros who get what you do.

Early-bird tickets are now available. They’re limited and they’re $300 cheaper. Simple as that.

🎟️ Psssst...complimentary passes are available for Pro+ members. Claim your pass, and unlock a suite of 9+ industry-standard certifications for free - and that’s just the tip of the iceberg.

22/05/2025

Consider this a PSA: You need to be at Customer Success Summit in London on June 24 & 25.

Not only will you connect with 100+ customer success peers (from orgs like Sage, Semrush, and Coursera), but you’ll also troubleshoot common pain points such as aligning sales and CS teams and leveraging AI automation.

Grab your pass while you still can, to make the most of this rare moment for IRL connection.

https://eu1.hubs.ly/H0k6WTW0

13/05/2025

What if your customer onboarding didn’t just welcome new users, but turned them into loyal fans?

Customer Onboarding Certified gives you the tools to craft onboarding experiences that stick. No more generic welcome emails or rushed walkthroughs. This is about creating a wow factor from the start.

Learn how to map journeys, set personalized goals, and implement feedback loops that actually make a difference. The result? Higher retention, faster adoption, and an onboarding process that feels less like a chore and more like a relationship-building moment.

Transform the way customers experience your brand: https://eu1.hubs.ly/H0jYVqy0

29/04/2025

London, you have until this Friday to save £300 🚨

Join us on June 24 & 25, for Customer Success Summit, where CS leaders from Oracle, Coursera, Gett, and more will share cutting-edge insights and strategies to drive real impact.

Expect conversations that go beyond the basics, connections that open new opportunities, and ideas that shift the way you think about CS growth.

Secure your spot before prices go up: https://eu1.hubs.ly/H0jCJzb0

25/04/2025

Grab your membership before the next customer churns.

Not because it's dramatic. Because it's real.

You’re balancing QBR prep, internal requests, and chasing adoption targets. Meanwhile, your customer is quietly disengaging.

You’ll get the templates to act faster, the certifications to sharpen your instincts, and the live workshops that turn warning signs into wins.

Less scrambling. More staying ahead.

Secure your edge before someone else secures your customer: https://eu1.hubs.ly/H0jplhR0