Russ Drury – Medium

Russ Drury

CSM + Renewals = ?

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

6 min readJul 27, 2021

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CSM + Renewals = ?

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Russ Drury

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?

7 min readJun 29, 2021

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

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Russ Drury

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

7 min readJul 16, 2020

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When Is The Right Time To Introduce Customer Success?

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Russ Drury

How to Compensate a Customer Success Manager

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

13 min readJul 5, 2020

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How to Compensate a Customer Success Manager

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Russ Drury

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.

12 min readJun 29, 2020

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Evolution of the Customer Success Org

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Russ Drury

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

7 min readJun 22, 2020

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4 Laws of Customer Success

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Russ Drury

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

8 min readJun 18, 2020

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Why Did the Customer Buy?

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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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