FDE job postings grew over 700% in the past year. Some say it's the most important role in post-sales. Some say it's a very old role with a new name.

The Customer Success tech stack landscape is evolving faster than ever. I hosted a pay it forward webinar with Jeff Kushmerek (Infinite Renewals), Chad Horenfeldt (Avoca), Graham Gill (Precursive), and Josh Schachter (Gainsight) to discuss the Build v Buy debate. Read on for an actionable playbook based on their insights.

AI is quickly changing CS. Teams are using AI to automate onboarding, analyze customer data, and help CSMs work faster. But there is a challenge. CS is built on trust. When companies introduce AI without being clear about how it works, customers can lose confidence. This blog includes actionable insights on how to maintain trust from a panel I joined with Anika Zubair (CEO & Founder at the Customer Success Pro) and Chad Horenfeldt (Head of CS at Avoca), hosted by Gemma Cipria

I sat down with Guy Galon and Bhumika Arora for a CS Angel Pay It Forward session to tackle this exact challenge. The conversation reinforced something I see every day: when CS leaders learn to translate their work into financial outcomes, everything changes. You stop defending your existence and start driving the conversation about growth. Scroll down for the full session on YouTube. Bhumika Arora (Founder and GTM Success Coach, Ruffday Services), Brent Grimes (Founder and C

Clean, connected data rarely claims headlines, yet it fuels every high-performing Customer Success motion.

In Customer Success, we’re often pulled into reactive motions, putting out fires, chasing down escalations, and hopping on emergency calls. But if we’re ever going to scale CS effectively, we have to shift from heroics to systems. That means investing in playbooks, automating early warnings, and operationalizing customer value.

For those looking to implement AI in CS, my advice is simple: start small, involve your customers, and focus on solving real problems.

CS leaders are navigating a complex reality: tighter budgets, higher expectations, and increasing pressure to prove their strategic value.

Securing budget for new Customer Success technology can be one of the most challenging aspects of a CS leader’s role. You need to show how these investments will deliver long-term value, drive growth, and enhance efficiency.

Building a successful Customer Success (CS) career and securing a seat at the executive table is no small feat. Once you’re there, keeping that seat requires constant evolution, strategic thinking, and strong cross-functional relationships. During a recent webinar with Rod Cherkas, CEO of HelloCCO, and Gemma Cipriani-Espineira, Founder of CS Angel, they shared key strategies for post-sale leaders to solidify their position. If you are a visual or auditory learner, scroll down

Multi-channel is blasting the same message everywhere. Omni-channel is about knowing what message to send, where, and to whom, based on the goal you're trying to accomplish.

If you're considering monetizing CS, start with why, pilot, anchor to value, train sales well and stay close to your customers.

If you do not already think of yourself as a business leader and a post-sales revenue leader, make this your mantra moving forward. CS is at the intersection between the customer and the company which makes it a highly strategic and influential position to be in. It’s why CS leaders become CCOs, CEOs, investors and board members. To progress, you have to own your impact as a post-sales revenue leader.

The stigma around motherhood in tech is still real. Let’s change the narrative. We’ve also seen how representation—simply seeing other mothers succeed in tech—can shift self-perception and performance.

Not all revenue is created equally, and it's essential to recognize that customers generate revenue at different stages in their lifecycle, with each stage generating different overhead and costs. Customers can generate multiple revenue streams, and it's important to understand which revenue streams are measured by your business.

Chief Customer Officers (CCOs) represent customer teams at the Executive level. We believe the SaaS world needs more CCOs. With the help of our sponsors at UpdateAI, we drafted in Kristi Faltorusso (CCO at Client Success) to teach us what she wish she knew before becoming a CCO. Kristi's reflections on the dynamic nature of the CCO role and practical advice for success offer a comprehensive guide for those navigating this career path. If you are a visual learner, scroll down

You’ve got dreams of entrepreneurship and being your own boss. You have that million-dollar idea in the back of your head or a vision of taking your passion for coaching the CSMs of tomorrow into a career. But you have bills to pay and mouths to feed, moving to full-time solopreneurship isn’t quite an option just yet. Is it possible to grow a thriving 5-9 outside of your 9-5?

Advising is a great opportunity for expert operators to gain equity without investing or working full-time at an early-stage company.

Picture this: The company of your dreams just called to let you know that they’d like to extend you an offer. The job is perfect and this is the sort of opportunity that could really see your career flourish. You only have one question: Can they move on comp? Rachel Orston, (CCO at Instructure, fmr CCO at Smart Recruiters) and Hudson Lofchie, (Co-Founder at Grey Space) left to right The answer is almost certainly yes, but you have to know what to ask for and whether you’re wi

Our very first Pay It Forward (PIF) webinar brought to you by our sponsors at Greyspace covered the important topic of Successful Exits and How to Pick a Winning Company. Our host and CS Angel founder Gemma Cipriani-Espineira was joined by Mary Poppen (SuccessFactors, Glint) and Chad Horenfeldt (Eloqua, Kustomer/Meta) to discuss their experiences driving the companies they’ve worked for towards successful exits. Everyone in tech dreams of a successful exit; that moment where