Careers guide
Straight guides to customer success and client-facing roles, what each job actually does, what it pays, and how to hire for it. Real job descriptions, sourced salary benchmarks, and interview questions, for both sides of the table.
8 articles
Customer Champion Left the Company? A 14-Day Recovery Plan (2026)
Usage looks healthy, the renewal is months out, and the account is at risk anyway, because the only person who could defend the purchase internally has gone. A 14-day plan to replace the three responsibilities that left with them, plus the honest arithmetic on why Day 0 is never the day they left.
Read moreCustomer Success Platform API: What to Test Before You Buy
One platform limits its bulk API to 10 calls an hour. The same page says a single call returns up to a million records. Two numbers, and on their own each tells you something false. Eight tests to run on a CS platform API before you sign, with quoted documentation from three named vendors.
Read moreCustomer Success OKRs: 8 Quarterly Examples With Owners
A team moves activation from 42% to 51% against a 64% target. That is either 41% progress or 80% progress, and both are defensible. Eight quarterly CS OKR examples with owners, baselines and guardrails, and the measurement rules that decide whether any of it is real.
Read moreCustomer Success Platform Contracts: 6 Terms SaaS Advice Misses
One major platform captures health scores weekly and monthly, not on every change. Six contract terms that decide what customer intelligence you can take with you, what the AI may do with your conversations, and what quietly runs up the bill. With the clause text, quoted.
Read moreCustomer Success Software RFP Template (2026): Free Download
Most RFP templates help you ask vendors what their platform supports. This one helps you check the answers. 44 requirements, and for the 17 that decide whether a purchase works, a test the vendor has to pass in your environment. Editable Word document.
Read more9 Best Customer Health Score Software Tools (2026)
Most comparisons cannot tell you what health score software costs or whether you will need somebody to run it. This one does both on every row, from each vendor's own documentation. Including the finding that six of them market real-time scoring and not one publishes a refresh interval to back it.
Read moreWhy Is NRR Dropping? How to Find the Root Cause Before the Board Asks (2026)
"Churn increased" is not an answer. This is the sequence that turns a falling percentage into an operating problem with an owner: decompose the bridge, segment by ARR share, rank accounts by dollar impact, separate the stated reason from the root cause, then find the signal that came first.
Read moreClient Relationship Partner: Role, Salary, and Job Description (2026)
"Client Relationship Partner" describes two different jobs, a partner in a law or consulting firm, and a strategic account owner in SaaS, which is why pay runs from $65k to $250k+. Here's the full role, honest salary by level, how it differs from an account manager, and a free JD template.
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