Need a distraction? (2 podcast episodes)
Our last two podcast episodes are bangers (in the context of Customer Success, that is. To regular people they are likely quite boring and off-putting).
If you need something to listen to this weekend - and if you're in the USA you probably really need a distraction right about now - check out our latest episodes on Lifecycle Stages and how Customer Success is in its Efficiency Era now.
Have a great weekend!
~ Lincoln
BTW: The best way to improve an efficiency metric like ARR per Employee is to get more revenue from your existing customers.
Our 2-week intensive Expansion program at Impact Academy starts 4-December and will be a great way to set you up for success in 2024, whether that success is Growth, Profit, or Efficiency.
Lincoln Murphy
I help SaaS companies Maximize LTV through Customer-centric Upselling
Hey, Expectations on Customer Success are super high in 2026. Customers want faster outcomes. Leadership wants proof of impact. Reactive CS won’t get you there. AI-first initiatives are taking over. Lifecycle Success & Retention Planning helps teams shift now. Outcome-driven focus across the customer lifecycle. Why teams join this type of training: Live, interactive sessions (not on-demand content) Role-playing & real scenarios that impact retention Hands-on work with your own customers...
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...