Russ Drury – Medium

Russ Drury

CSM + Renewals = ?

“Should a Customer Success Manager own renewals?” is the evergreen question. The answer is Yes. And No.

Jul 27, 2021

CSM + Renewals = ?

Jul 27, 2021

Customer QBR’s & EBR’s are a thing of the past

Before thinking about how to deliver a good QBR ask yourself… should you have them at all?

Jun 29, 2021

Customer QBR’s & EBR’s are a thing of the past

Jun 29, 2021

When Is The Right Time To Introduce Customer Success?

Customer Success is a differentiator for many organisations. Introducting CS to the customer at the right time is powerful

Jul 16, 2020

When Is The Right Time To Introduce Customer Success?

Jul 16, 2020

How to Compensate a Customer Success Manager

12 ways to build a CSM compensation plan that motivates and inspires alignment to organisational goals

Jul 5, 2020

How to Compensate a Customer Success Manager

Jul 5, 2020

Evolution of the Customer Success Org

Understanding where you are in the evolution of your Customer Success organisation will help you identify what to prepare for next.

Jun 29, 2020

Evolution of the Customer Success Org

Jun 29, 2020

4 Laws of Customer Success

How some of the most well known theoretical principles and laws apply so nicely to the world of Customer Success

Jun 22, 2020

4 Laws of Customer Success

Jun 22, 2020

Why Did the Customer Buy?

If you don’t know why the customer bought your product, you’re not going to be able to achieve true success for the customer

Jun 18, 2020

Why Did the Customer Buy?

Jun 18, 2020

Russ Drury

Russ Drury

Leader of SaaS Customer Success and Professional Services teams. Lover of technology. Reader of books. Deep thinker. Recreational investor. Father. Husband.

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