Simon Cooper

Simon has over 10 years helping clients achieve their goals through the use of software.  Having previously lead Customer Success teams in London, Europe and New York City, Simon now owns Kupr Consulting working with B2B SaaS companies to improve their Customer Success teams and processes.

Customer Success Management with Sarah Chasen

We speak to Customer Success Director, Sarah Chasen, as she comes back to work after pregnancy.

January 15, 2019
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Enterprise Touch Points

Make sure you are using the full array of potential touch points to build relationships with your High-Touch Customers.

December 11, 2018
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Using Recency, Frequency, Value as a Customer Health Score.

Track when was the last time, how often and how much value a client gets from using your platform.

December 4, 2018
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Get Promoted from CSM

Advice on how to get promoted from a CSM to Senior CSM

December 4, 2018
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Customer Success Should Focus on the Client’s Goals, not Internal Metrics

Success should be measured on how you are achieving the clients' objectives, not your internal metrics.

December 4, 2018
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Customer Success Analytics with Josh Daniels

We speak with Josh Daniels about his thoughts on Analytics as part of a Customer Success team.

December 4, 2018
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Advice On Mastering The Renewal Process

We speak to Chris Sparshott to get his advice on the renewal process.

December 4, 2018
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Should Customer Success Be Involved Pre-Sales

Customer Success can bring great value to a final stage sales prospect.

December 4, 2018
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The Problems with Net Promoter Score

Net Promoter Score (NPS) is a widely used metric for measuring client happiness in SaaS businesses, but it has some serious shortcomings.

December 4, 2018
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What Traits to Look for When Hiring a Customer Success Manager

What are some of the key traits of a strong Customer Success Manager

December 4, 2018
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Client Success Professional - Aurelie Randolph

We speak with Aurelie Randolph, a Customer Success Manager at Ometria.

December 4, 2018
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Do you QBR?

Quarterly Business Reviews (QBR) are a very common way to engage with the client and show the value of your work to senior contacts. However if not done correctly, they could ultimately become damaging to your relationship.

December 4, 2018
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When To Start The Renewal Process

Renewals are massively important to SaaS businesses. Make sure you start the conversation with your client sooner, rather than later.

December 4, 2018
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One Size Does Not Fit All

Tiered service levels will make sure you are maintaining good revenue per hour margins across your client base.

December 4, 2018
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