Avoid the chaos of superuser turnover
One of our podcast listeners asked, "One of our superusers is doing a great job, but is going unnoticed by her colleagues and her manager. I'm worried that she will leave and that everyone will be worse off. Can I do something here?”
This is a really interesting question that speaks to the potential chaos that can happen when a superuser leaves... but gives hope that there may be a way to stop that turnover in its tracks.
In this week's episode of our Impact Weekly podcast that just dropped today, Johan and I talk about:
- The importance of recognizing your superusers
- The reasons behind this lack of recognition
- How to boost your superusers' position
- And much more!
I love this topic because the tactics we discuss are so simple yet so powerful, it's almost silly. Almost. Still serious, though.
~Lincoln
BTW: Our next CSM training begins Monday, 29-May and is hyper-focused on Customer Retention.
This accelerated, in-depth 2-week program gives you the tools necessary to get your customer on the right path and ensures that's where they remain until they reach their goal.
This course specifically covers:
- NRR Breakdown
- Prioritization
- Orchestration
- Turnarounds
- Brainstorming Framework
- And much more!
While the training is virtual - a mix of recorded content and live Zoom sessions - it's very interactive and hands-on, so space is necessarily limited.
Learn more and sign-up today.
...
Lincoln Murphy
I help SaaS companies Maximize LTV through Customer-centric Upselling
November 18-20 in Kelowna, BC, Canada. This intensive is designed for SaaS companies ready to integrate AI into their growth strategy. Over two days, we'll explore how AI is transforming the five growth levers: product, marketing, customer success, sales, and leadership. I'll be leading the session on AI-first Customer Success Management—with practical, actionable strategies you can implement now, plus a roadmap for scaling over time. You'll leave with a clear operating model for your next...
On Monday, you find out. Join our Head of CS training starting October 20, 2025. This is one of the most impactful programs we offer because it focuses on the critical aspects of Leadership, Management, and Coaching that every Head of Customer Success needs to leverage to drive real business impact. Our live sessions are going to focus on the big shifts AI is having on everything we do in Customer Success. While the core, underlying principles of building, running, and scaling a CS org...
Trying to get customers to execute perfectly when they don't have experience, expertise, or even the desire to do so. Yet, we've designed our entire operation and organization to try to make this work. We've created a profession and discipline around this. That's insane if you think about it. I remember way back in 2012 when I was working with email marketing platforms. Customers would churn from one provider to another looking for better results. But the problem wasn't the platform. It was...