Issue four

Customer Uplift Issue 4 
This week has seen a number of new subscribers, which is hugely exciting – so, welcome to all of you.

For those of you who are new, every week Customer Uplift aims to share the best CS content, strategies, tools, and opportunities, for you to read in 5 minutes or less.

So, let’s get into the good stuff!
The State of Customer Success & Salary Review – Today 10am PST
Totango are taking a deep dive into CS industry trends for 2020, hiring patterns and compensation packages, as well as the overall outlook for CS in the future.

Don’t miss this if you want to get the inside track on the state of Customer Success – but hurry it kicks off today at 10am PST / 1pm EST / 6pm BST / 7pm CET – Register now
Remote-Friendly CS Jobs
Back by popular demand, these are links to remote-friendly CS jobs that have appeared on my radar this week. I get to hear about tons of non-remote opportunities too, shall I include them too? Let me know.

Customer Success Manager – Europe – at Gatekeeper

Customer Success Specialist – US – at MobileMonkey

Onboarding Success Specialist – US – at Juni Learning
5 Books Every CSM Should Read
Any Customer Success professional who takes their role seriously and wants to advance in the industry is going to be thinking about continuous personal development.

Certifications are one way to do this, as is learning from thought leaders and mentors.

However, a key source of information that can sometimes be overlooked is books. With that in mind, I want to highlight 5 books that every CSM should read:

The Customer Success Professional’s Handbook – Written by the CCO and Chief Strategist at Gainsight, this book offers a complete resource for CSM’s to thrive – offering both action-oriented CS strategies and career-progression advice.

The Outcome Generation – I mentioned this book before in Issue One, but the point remains. Aligning not just your product, but your business, around what your customers consider success to be – and helping them achieve those outcomes – is the best way to make your business thrive.

Listen or Die – Many companies collect customer feedback, but very few take meaningful action on it. Listen or Die gives you 40 lessons that help you close the loop in your VOC program and turn customer feedback into gold.

Farm Don’t Hunt – Written by Guy Nirpaz the founder of Totango, Farm Don’t Hunt is a no nonsense overview of what Customer Success is, why it’s so important, and how you can implement it in your organisation.

The Startups Guide to Customer Success – Sometimes Customer Success as a concept can feel very corporate, but really it should be implemented by all businesses of all sizes. The Startups Guide to Customer Success gives you the inside track on how to champion CS in any size of organisation.
This list just scratches the surface, so I’d love to know, what are your favourite CS books?
When is the right time to use a CS tool?
There are some fantastic tools out there to help CSMs to manage their customers. However, you don’t need a system from day one – especially if you don’t have a process in place. This article from UK-based CS leader Dean Colegate outlines when the right time is to bring in a CS tool for your team to use and how to prepare for it. 
Sharing is Caring
 If you enjoyed this week’s issue, please do share it with your CS colleagues and contacts.

Equally, if you have thoughts, feedback, or suggestions, please feel free to email me:

See you next Thursday!


Jon @ Customer Uplift