Your regular dose of Customer Success Insights by Thomas Voigt

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Why your Scale-up needs Customer Success Leadership

As a founder or CEO of a scale-up company, you've likely experienced this scenario: Your product is gaining traction, and your sales team is closing more and more deals, but something's missing. Your Account Executives are stretched thin, customer expectations are rising, and suddenly managing...

Mar 29, 2025

How GTM Engineers Help Customer Success

The role of a Go-To-Market (GTM) Engineer is becoming increasingly critical, especially for Customer Success teams. But what exactly is a GTM Engineer, and how can they help your organisation become leaner and more efficient? Let’s dive in. What is a GTM Engineer? GTM engineering is the next ...

Mar 26, 2025

Find your North Star and manage your career in Customer Success

Happy Monday, everyone - the Customer Success industry is at a crossroads; some even say CS is in a crisis, but there is help in sight! :-) With the integration of AI agents and increasing pressure to become more commercially minded, many CS professionals are questioning their career paths. Or t...

Feb 24, 2025

Navigating the Micro-Management Maze

Not long ago, I took on a consulting role to assist a client in enhancing their customer success function. In one of his initial emails, he asked, "Can you help us set up some processes and playbooks and show us what great looks like?" Intrigued, I dived into a discovery phase to clarify what ...

Feb 08, 2025

From AI to CI - How Agentive AI will help us build Customer Intelligence

Customer Success is spotlighted in endless efficiency discussions: It’s expected to deliver revenue, ignite cross-functional collaboration, deliver value and save money through outsourcing. But what we actually need is Customer Intelligence powered by AI—for CS and for everyone—to truly thrive...

Jan 31, 2025

Level up: The Strategic Role of AI in Customer Success

We are now seeing AI move increasingly into our world of Customer Success, and it sometimes feels overwhelming to keep up with new tools promising more productivity and cost reductions. It is time to fly higher. It's time to look at what we want to achieve with AI, for our companies, people, and...

Jan 17, 2025

A Love Affair - Customer Success meets Scalability

Let's examine the topic of scalability in business. This exploration often demands a profound change in mindset, particularly for scale-up leaders who have prioritised acquisition above all else. By weaving Customer Success strategies into their fabric, these organisations can cultivate a sust...

Jan 03, 2025

The Farmer and Hunter Paradigm is dead; long live Customer Success.

Earlier this week, I asked on LinkedIn if CS and account management should merge. This controversial topic has been the most discussed post this year. While the evolving nature of CS and AM is recognised, the decision to merge them should be based on specific company needs, customer segments, an...

Dec 13, 2024

Embracing the Journey: 5 Things I've learned in 2024

What a year of change. As I reflect on my journey since leaving my role as VP of Customer Success in November 2023, I feel a mix of emotions—excitement, uncertainty, and a newfound clarity about what truly matters to me. The transition from a well-defined position to a path of self-discovery has...

Nov 29, 2024

I went to Gainsight's Pulse event. Here's what I've learned

Gainsights' annual industry event, Pulse Europe, happened just this week in Amsterdam. It was two days long and packed with content, where attendees could hear and learn about Gainsights' products, roadmaps, and how they see the world of CS evolving—with AI. I picked this conference because I wan...

Nov 21, 2024

Five steps to build your Customer Success team

Congratulations - you have proven that clients like and buy your products or services! Here are 5 crucial steps to establish and nurture your Customer Success (CS) team and power your revenue growth. 1. Think System Customer Success deals with the post-sales tasks of your revenue function. While ...

Nov 10, 2024

Customer Obsession - a hype or real thing?

Can you really be client-obsessed? Or is it just one of those buzzwords companies like to use to showcase their modern business philosophy or mindset centred on understanding and meeting clients' needs? Old wine in new barrels? Let's dive into it. When you look up the word obsession, you'll find ...

Nov 10, 2024

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The CS Academy Newsletter

This newsletter explores the evolution of client support into a growth engine. We aim to provide you with the most relevant and insightful content in this field. In our future editions, you can expect in-depth articles, insightful case studies, expert interviews, and the latest trends in Customer Success. We will also share unique features and tools to help you stay ahead in your CS journey.

Your regular dose of Customer Success Insights by Thomas Voigt

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