RESOURCES
Practical books, playbooks and guides for Customer Success professionals who want to build stronger skills, improve execution and stay ahead of where the profession is heading.
FREE RESOURCES
Your all-in-one guide to mastering renewals, handling objections and reducing churn. Includes renewal strategies, real-world churn and negotiation scenarios, CSM scripts, objection handling and escalation pathways.
CSMs and CS professionals handling renewals and commercial conversations.
A practical cheat sheet for CSMs, CS leaders and operators covering customer questions, daily rituals, conversation openers, red flags, expansion plays, decision shortcuts and advocacy habits.
CSMs, CS leaders and Customer Success operators.
A free handbook exploring why some CSMs are becoming more valuable with AI while others are simply becoming more efficient at operational work.
It covers operational versus strategic AI usage, judgment, customer interpretation, decision quality, renewals, stakeholder management, account strategy, executive conversations and customer risk analysis.
CSMs, Senior CSMs, Team Leads, CS Leaders and professionals who want to stay relevant in an AI-driven Customer Success environment.
PREMIUM BOOKS & PLAYBOOKS
A practical foundation for understanding what Customer Success really is, how to onboard, retain and grow customers, which CS metrics matter, and how to build and scale Customer Success teams from 0 to 1, 1 to 10 and beyond.
CS professionals building or strengthening their Customer Success fundamentals.
An execution-focused playbook for CS leaders and teams who want to build more predictable renewals and expansion. Covers revenue-oriented customer journeys, success paths, automation, cross-functional alignment and commercial conversations.
CS leaders and teams responsible for renewals, expansion and customer revenue.
An execution guide for CSMs covering onboarding, adoption, value realization, renewals, expansion and churn management, with practical frameworks including MCV, value assessment meetings, stakeholder mapping and belief-based renewal strategies.
CSMs and Customer Success professionals who want to become more strategic and outcome-led.
A practical leadership playbook built from 20 years of hands-on Customer Success experience. Covers scalable systems, adoption, product influence, culture and the transition from reactive firefighting to intentional leadership.
CSMs moving into leadership and CS leaders scaling teams.
An operating manual for building a CS engine that scales. Covers signal-based routing, automation, AI, the evolving CSM role, and systems for onboarding, adoption, renewals and expansion.
CS leaders and operators designing scalable Customer Success models.
A practical playbook for using AI to prepare for customer meetings, analyze usage, identify risk and expansion signals, prioritize accounts and scale Customer Success operations without simply adding headcount.
Also covers building a simple AI stack using tools such as ChatGPT, Claude, Zapier and n8n.
CS professionals and leaders looking to apply AI to practical Customer Success work.
A practical guide to using Anthropic Claude to connect Customer Success data, insight and execution. Covers account intelligence, QBR narratives, trigger-based playbooks, workflow automation, CS data layers and expansion execution.
CS leaders, operators and professionals building AI-enabled Customer Success systems.
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