Blog

Blog Posts

May 21, 2024

The Path to Predictable Growth: Action-Focused Hot Takes from CS and Sales Leaders

Drive customer-led growth and retention by giving your Sales and CS functions a shared vision.

Blog

Blog Posts

May 15, 2024

Totango + Catalyst customer success experts reveal top takeaways from TSIA World INTERACT 2024

Totango + Catalyst CS and sales leaders share the most compelling revelations from TSIA INTERACT 2024.

Blog

Blog Posts

May 10, 2024

How to Wake Up Tired Customer Journeys for Consistent Post-Sales Revenue

I will shout this from the rooftops for as long as I’m in the Customer Success (CS) space: Customer journeys don’t end when a contract is signed — that’s when they start.

Blog

Blog Posts

May 7, 2024

Expansion is a Team Sport: Strategies for Aligning CS and Sales in 2024

Your company’s long-term survival depends on retention—and retention depends on close alignment between Sales and CS. Read on to learn how to forge a stronger partnership.

Blog

Blog Posts

May 2, 2024

A Merger for the Greater Good of Customer Success: Why Catalyst and Totango Joined Forces (feat. Edward Chiu)

Catalyst and Totango joined forces in March 2024 to create the ultimate customer growth platform. Their goal? Bring the best parts of each software into one environment so businesses can protect and grow their revenue better than ever before.

Press

Blog Posts

May 1, 2024

Totango + Catalyst Celebrate Significant Milestones, Industry Recognition and Strong First Quarter Bookings

Newly merged customer success powerhouse recognized by G2, Pavilion and Forbes for excellence in innovation, leadership and workplace culture

Blog

Blog Posts

April 22, 2024

Totango + Catalyst Achieve Over 120 G2 Awards in Spring 2024

Totango + Catalyst wrapped up the G2 Spring 2024 award season with over 120 awards, including Leader, Momentum Leader, and Fastest Implementation in the Enterprise space.

Blog

Blog Posts

April 18, 2024

CS Automation Makes the Human Touch Better: Here’s How to Get Started

CS automation isn’t just about team efficiency. It’s about building a better, more relevant, and timely customer experience.

Blog

Blog Posts

April 10, 2024

Reactive vs. Proactive Customer Success: How to Go From Firefighting to Long-Term Planning

Discover how to transform your CS team from reactive to proactive with tips that can be applied throughout the customer journey.

Blog

Blog Posts

February 28, 2024

Taking the Reins on the Revenue Revolution: Introducing Our Next Chapter In Driving Customer-Led Growth With Totango

Join the revenue revolution that’s driving customer growth. We’re thrilled to announce that Catalyst and Totango have teamed up to deliver the most powerful software to help you drive sustainable revenue through your customer base.

Blog

Blog Posts

February 8, 2024

Synergizing Customer Marketing and Success: A Strategy for B2B Growth

Discover how integrating customer marketing and customer success can drive growth in B2B SaaS.

Blog

Blog Posts

February 1, 2024

Maximizing Expansion Revenue and Net Revenue Retention Through Customer Success

Discover how integrating Customer Success with business strategies in SaaS leads to improved revenue forecasting, expansion opportunities, and sustainable growth.

Blog

Blog Posts

January 18, 2024

How Leap Tools Boosted NRR by 30%

Learn how the Success team at Leap Tools (one of the fastest-growing tech firms in the US) created a CS team that grew NRR by 30% — in just 12 months.

Blog

Blog Posts

January 11, 2024

QBRs: Asset or Time Sink? We Surveyed CS Leaders to Find Out.

We polled Catalyst’s audience to get to the bottom of the state of QBRs in 2023. Discover our findings and conclusions.

Blog

Blog Posts

January 3, 2024

How Catalyst (That's Us) Is Thinking About Customer Expansion After Reading Our Own Report

Want to focus on customer growth in 2024 and beyond? We crunched the numbers to learn how CS leaders approach and invest in expansion so you can grow through tough times.

Blog

Blog Posts

December 14, 2023

Grow faster or die tryin’: How to create an expansion strategy that actually works

Most expansion tips are too obvious or too complex. In this article, we’re dropping 5 tactics that actually work.

Blog

Blog Posts

December 7, 2023

From Plateau To Stairs: 
How To Build Recurring Value Moments That Lead To Customer Growth

We’re cracking the code on recurring revenue. Hint: It has nothing to do with pre-sales. Learn how to keep your customers coming back.

blog

Blog Posts

November 30, 2023

Why Salesforce Isn't Enough For Your CSMs

Have you ever used a screwdriver to open a bottle of wine? Then why is your CS team using Salesforce for everything? Here’s a better way.

Blog

Blog Posts

November 21, 2023

CRO 2.0: The Rise of Customer-Obsessed Chief Revenue Officers

CS leaders are next in line for C-suite glory. Former Hopin CRO Rosie Roca and Miro CRO Sangeeta Chakraborty share their journey to the top.

Blog

Blog Posts

November 14, 2023

Why CS Leaders Should Be Stealing Strategy, Tactics, and Confidence from Sales

Sales gurus usually have a plan for everything. CS leaders can steal a page from their playbook—here’s how.

Blog

Blog Posts

October 25, 2023

Life After CS Layoffs: How to Survive, Rebuild, and Come Back Stronger

The team protecting post-sales revenue shouldn’t face layoffs, but if this is you, here’s how to walk through the fire with confidence.

Blog

Blog Posts

October 18, 2023

Navigating Renewals: It’s Time for Customer Success and Sales to *Actually* Work Together

Should Sales and CS unite? Who’s ultimately responsible for renewals? Here’s how CS and Sales can collaborate to drive business growth.

Blog

Blog Posts

September 26, 2023

Introducing the Customer-Led Podcast

Season 1 of Customer-Led is out now! Hosted by Kevin Chiu. Hot takes only. Always bite-sized episodes. Stream it for free.

Blog

Blog Posts

August 30, 2023

Your CFO Will Have Misconceptions About CS. Here’s How to Counter Them.

Get to know the 6 biggest mistakes and misunderstandings between CS and Finance leaders, including strategies to overcome them.

Chatalysts

January 10, 2023

How To Build A Customer Community That Turns Into A Customer Growth Flywheel

In a CHATalyst interview, Ejieme Eromosele shared how to create a customer growth flywheel.

Chatalysts

November 29, 2022

How To Create An “Elastic” CSM Team That Can Proactively Solve Customer Challenges

You need to build CS teams for elasticity rather than simply raw power or hustle. Here’s how one CS executive does it.

Chatalysts

November 16, 2022

The 3 Pillars Every New CS Leader Needs (And How To Build Them)

New customer success leaders have an intense task ahead of them. Here’s how to get up to speed quickly

Chatalysts

October 5, 2022

How To Save Time & Improve Customer Experience With Video

Video is an impactful customer experience tool. Alex Naumov from Vidyard explains how to do video authentically

Chatalysts

December 17, 2021

My Journey From Theater to CS: Turning Unique Experiences into Assets

Chatalysts

December 9, 2021

How Adwerx Switched to Remote Without Dropping the Ball

Chatalysts

December 2, 2021

How Greenhouse Successfully Implemented Variable Compensation for CSMs

Chatalysts

November 18, 2021

How to Build an Impactful Onboarding Experience (And Why You Should Charge for It)

Chatalysts

November 11, 2021

Why a Support Network is My Best Weapon Against Stress

Chatalysts

November 4, 2021

How Customer Centricity Aligns Our Efforts at Vena Solutions

Chatalysts

October 21, 2021

I Kept My Spark at Work (And You Can Too)

Chatalysts

October 14, 2021

How I Develop New Leaders in Customer Success

Chatalysts

October 7, 2021

My Journey From CSM to VP of Customer Success

Chatalysts

September 30, 2021

How I Use Mentorship to Elevate my Customer Success Team

Chatalysts

September 23, 2021

How I Turned Customer Success and Project Management into Perfect Partners

Chatalysts

September 16, 2021

How I Use Rapport to Humanize Customer Success

Chatalysts

September 9, 2021

How Hopin Prioritizes Timely Customer Success

Chatalysts

September 2, 2021

How I Jumped From Hospitality to Customer Success

Chatalysts

August 26, 2021

Why Customer Marketing and Community are the perfect partners for Customer Success

Chatalysts

August 19, 2021

How I Successfully Gained Control of a New CS Organization (Twice)

Chatalysts

August 12, 2021

How I Launched The Largest CS Meetup Group In America

Chatalysts

August 5, 2021

How Appropriate Levels of Value Helps LinkedIn Scale CS

Chatalysts

July 28, 2021

How I Went From Screw Gun Operator To Chief Customer Officer

Chatalysts

June 28, 2021

How to Build a Diverse Team in Tech

Sunil Joseph shares how diversity and inclusion should be done correctly

Chatalysts

June 28, 2021

How To Launch A Successful CS Podcast

Brook Perry discusses what makes a great CS podcast

Chatalysts

June 28, 2021

How I Put The Customer At The Center Of My Company (And How You Can Do It, Too)

Chris Hicken shares his secrets for making companies customer-centric

Chatalysts

July 5, 2021

How Early Stage Startups Can Get Set Up for Customer Success

Cassie Young offers CS secrets for early-stage startups

Chatalysts

June 28, 2021

How to Transition Into Customer Success

Diana De Jesus teaches you how to make the career change you want

Chatalysts

June 28, 2021

How To Excel As A CS Leader At An Early Stage Startup

Jon Johnson coaches you on how to be the best CS leader you can be

Chatalysts

June 28, 2021

Why Hospitality Workers Make Incredible CSMs

Hilary Tjian reveals why hospitality workers can be great CSMs

Chatalysts

June 28, 2021

What Coaching CSMs Has Taught Me About CS and Myself

Leona Leong shares lessons learned from being a CS mentor

Chatalysts

June 28, 2021

How To Run A Successful Win-Back Campaign

Sabina Pons demonstrates the best way to run effective win-back campaigns

Chatalysts

June 28, 2021

How To Leverage Customer Intimacy For Success

Mary Poppen exposes the secrets of true customer intimacy

Chatalysts

June 28, 2021

How to Run a CS Community During a Pandemic

Anika Zubair shows how CS communities can grow even in challenging situations

Chatalysts

June 29, 2020

How I Launched Canada’s Largest Customer Success Community

Ben Winn tells all on growing Canada's largest CS community

Chatalysts

June 28, 2021

How to Break Down Silos While Encouraging Ownership

Sha Ma breaks down how to encourage ownership among engineering teams

Chatalysts

June 28, 2021

How I Became a Voice for D&I in Tech

Kalina Bryant shares how D&I should be done properly by people and organizations

eBooks

May 30, 2024

Navigating the Shift: Harnessing Customer-Led Growth for Success

Learn how organizations are harnessing customer-led growth to drive revenue expansion. Explore the impact on your business and access a practical checklist for evaluating customer growth platforms. Click to uncover your pathway to increased profitability.

4/25/2024

eBooks

May 30, 2024

A CRO’s Guide to Aligning Sales and CS for Stronger Revenue Results: 2024 Edition

Discover the latest insights that sales and CS leaders need to create a cohesive pre- and post-sale team that drives revenue success—and the action plan to bring it to life.

4/18/2024

eBooks

January 23, 2024

The 2024 State of Customer Growth Report

Growing solely through new customer acquisition is no longer a legitimate option; going forward, the most reliable place to look for more revenue is with your existing customers. But to get there, you need data to help you make informed decisions. That’s what this report shares.

12/22/2023

eBooks

January 23, 2024

The 7 Deadly Sins of Customer Success

Today's go-to-market strategies are not designed to drive customer-led growth. We call those old ways The 7 Deadly Sins of “Customer Success”

12/11/2023

eBooks

January 23, 2024

Customer Growth Platform Checklist

Understand the essentials of a Customer Growth Platform with this checklist.

11/28/2023

eBooks

January 23, 2024

How to Build an Expansion Strategy: 9 Tactics from 4 CS Veterans

You can't just "do" retention and expansion; you must win people over and merit their business.

11/16/2023

eBooks

January 23, 2024

The 10 Defining Principles of Customer-Led Growth

Drive more customer growth by learning about the 10 Principles of Customer-Led Growth.

7/25/2023

eBooks

January 23, 2024

The Definitive Guide to Customer-Led Growth

Stop relying heavily on new customer acquisition as your main source of revenue.

2/3/2023

eBooks

January 23, 2024

2022-2023 Customer Success Compensation Report

In our 2nd annual report, nearly 2,000 customer success professionals shared...

12/6/2022

eBooks

January 23, 2024

Customer Success Compensation Report

Customer Success compensation should be fair and transparent.

8/15/2022

eBooks

January 23, 2024

2022 Customer Success Planning Guide

We asked 26 of the top leaders in Customer Success about their plans for 2022.

8/15/2022

eBooks

January 23, 2024

The Great Customer Success Debate

The Top 125 CS Influencers & Strategists give us their thoughts on the most controversial CS topics

8/14/2022

eBooks

January 23, 2024

The Catalyst Mental Health Initiative

Mental health and wellness resources for the Customer Success community

8/14/2022

eBooks

January 23, 2024

Sales Vs. CS: The Ultimate Showdown

We asked over 200 Sales and CS professionals to evaluate each others’ strengths, weaknesses, and....

8/14/2022

eBooks

January 23, 2024

The Definitive Data on Getting Promoted in Customer Success

Customer Success is one of the fastest-growing careers in the world, but what does the career...

8/11/2022

eBooks

January 23, 2024

The Ultimate Guide to Migrating CS Platforms

Moving to a new CS Platform can be a daunting task.

5/24/2022

eBooks

January 23, 2024

10 Customer Success New Year’s Resolutions You Can Actually Keep

New Year’s Resolutions that will help your career (and your customers).

5/24/2022

eBooks

January 23, 2024

Bringing Customer Success to the Center ebook

The top SaaS companies in the world have built incredibly customer-centric organization...

5/24/2022

eBooks

January 23, 2024

Top CS Leaders Explain How to Increase Net Revenue Retention

Every Customer Success leader is working to increase their NRR.

5/24/2022

eBooks

January 23, 2024

The Ultimate Guide to PTO

It’s hard to take time off, especially if you’re in a customer-facing role.

9/1/2021

eBooks

January 23, 2024

The Future of Customer Success

40+ Customer Success Leaders share their thoughts on the future of our industry.

7/24/2020

Events

June 26, 2024

Advanced Strategies to Protect and Grow Revenue for CS and Sales Leaders

Join our upcoming webinar for CS and Sales leaders to learn how to protect and grow revenue streams

Events

May 21, 2024

The Latest Innovations: Your Quarterly Recap of Totango + Catalyst Product Releases

Join us for an insightful webinar where we explore the newest features

Events

March 28, 2024

The future of customer-led growth with Catalyst & Totango

In this exclusive webinar, Chief Product Officer Kevin Chiu will dive into the reasons behind the me

Events

March 26, 2024

Hot takes: CS + sales leader roundtable

Hear what others are afraid to say about sales and CS dynamics.

Events

January 24, 2024

The 7 Deadly Sins of Customer Success

There are 7 deadly mistakes that your Customer Success teams might be making right now.

Events

Why It’s Time to Re-Evaluate Your Go-To-Market Strategy

An exclusive workshop led by best-in-class leaders to discuss reevaluating GTM strategy.

Events

Masterclass: 3 Plays for Success & Sales to Find (and Close) Customer Revenue... Fast!

Join us as we unpack three strategies that unify GTM teams and uplevel revenue motions.

Events

Plateauing on Customer Value Kills Growth: How to Use Recurring Impact Instead

Learn about a new model for delivering recurring value to customers through impact sprints.

Events

Catalyst Masterclass: The 3 Dashboards You Must Have as a CS Leader in 2023

See how Catalyst equips post-sales leaders with the dashboards needed to master customer revenue.

Events

Secrets to 3x Your Retention Forecasting Accuracy

Get 3x better at forecasting your renewals and retention.

Events

Three Ways Customer Marketing Can Drive Revenue Using A Customer Growth Platform

Drive revenue for GTM teams using these marketing workflows in Catalyst.

Events

Customer Success Compensation: What to Know for 2023

In the past year, CS has become one of the most important drivers of revenue.

Events

ReUp 2022 Summit

Join us September 27-28 to learn how Customer Success will lead the way forward.

Events

Next-Level Discovery Skills That Drive Retention & Growth

One of the trickiest Customer Success Management skills to develop is discovery.

Events

From CS Leader to CCO

We brought together 3 experts to crack the code when it comes to getting promoted.

Events

Close More Sales Faster With Customer Success

Tactics and strategies for increasing top-funnel growth, speeding up the sales cycle, and more.

Events

Untrustworthy Health Scores: What’s The Solution?

CS leaders have trust issues with a very important data point – their customer health score.

Events

How to Build a Best-in-Class Customer Advisory Board

Recently our team at Catalyst has been exploring how to build the best CAB...

Events

A Day in the Life of a Catalyst-Powered CSM

Join us as we experience the daily life of a CSM who uses Catalyst to supercharge their day-to-day.

Events

Catalyst Masterclass: Get Ahead of Today’s #1 Churn Reason

Our monthly Community Masterclass is a great & fun way to learn about Catalyst among industry peers.

Events

No Fluff: What Is Data-Driven CS & How Do You Do It

To be a truly data-driven CS team, you need a CS platform, a data warehouse, and an analytics...

Events

What CS & Sales Can Learn From the FBI

Uncover truth quickly, build relationships fast, and achieve desired outcomes.

Events

The 3 Biggest Mental Health Concerns At Work

Normalizing the topic of mental health at work begins with talking about it.

Events

Escape the Inbox: A Virtual Escape Room Competition for CS Teams

A key customer suddenly wants to churn and their CSM is away on a camping trip without internet. It'

Plays

August 1, 2023

Derisk the #1 Churn Reason With Timely Champion Outreach

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Plays

June 20, 2023

How to measure a scaled customer success program with 1000+ customers

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Plays

June 20, 2023

How To Re-Engage Unresponsive Customers by 23% through Change Management

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Plays

June 20, 2023

How to Build a Health Score That Predicts Renewals with 95%+ Accuracy

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Plays

June 20, 2023

How to Renew 100% of your Contracts on Time While Growing your Expansions

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Templates

August 17, 2023

3 Email Templates to Build or Transition Champions

Derisk champion turnover (the #1 churn reason!) and create new ones with these email templates. Copy, paste, and tweak to match your unique tone.

Templates

August 17, 2023

The Ultimate Discovery Cheat Sheet with Bob London

Have you ever had a customer discovery (or maybe a few) that leave you feeling overwhelmed, with a follow-up the size of a whole new side hustle? From Sales to Customer Success, efficient and effective customer discovery has never been more critical in this fast-paced, ever-evolving landscape. Our cheat sheet will help you win more in today’s market with the Radically Authentic Discovery (RAD) Method developed by Bob London, that drives deeper customer engagement, insights, and more revenue.

Templates

August 17, 2023

Game Changing SaaS Metrics Cheat Sheet

Navigating and understanding the various metrics to measure Customer Success is challenging enough. Fear not, because we’re unlocking the metrics vault in collaboration with Catalyst VP of Finance, Deirdre Mullen. In this cheat sheet, you’ll find a comprehensive metrics calculator that you can download and customize to measure your performance. What are you waiting for? Here we grow!

Templates

August 17, 2023

Bottoms Up Forecast Template for Renewals

One of the most crucial, yet difficult skills to master as a leader is forecasting. Year over year, studies have reported that roughly one quarter (24%) of businesses forecast accurately. That’s why Catalyst Chief Revenue Officer, Mark Kosoglow, is excited to share his exact Bottoms Up template to forecast renewals with precision. Building a uniform Bottoms Up process is the most foundational piece to accurate forecasting. Grab Mark’s forecast template to hit the ground running.

Templates

May 30, 2024

The Best Executive Business Review Deck Ever

Strong Executive Business Reviews are critical to the success of every SaaS business, which is why we created the world’s greatest EBR template! This plug-and-play template will drive alignment between CS teams and their customers through engaging sections that cover everything from revisiting success plan goals to product roadmap presentations, and so much more.

Templates

May 30, 2024

The Best Sales to CS Handoff

The Sales to Customer Success handoff can make or break the customers’ experience. We’ve seen hundreds of handoff templates – some great and others…not so much. That’s why we’ve put together the greatest Sales to CS handoff template ever. Get ready to create a strong partnership between Sales and CS, collect the right information, and deliver the best customer experience ever!

Templates

May 30, 2024

The Best Deck for CS Leaders in the Boardroom

CS leaders have become central to every board meeting. CS metrics and insights show how sustainable the company is, influence future decisions, and impact overall valuations. That’s why we created the best deck ever for CS Leaders in the boardroom. This ready-to-use template gives CS Leaders the structure they need to wow board members by connecting the dots and communicating a strong plan of action for the business.

Templates

May 30, 2024

The Best Template to Evaluate Customer Success Platforms

A Customer Success Platform (CSP) can help you scale your business, but if you pick the wrong CSP you’ll waste a lot of resources (time and money down the drain). CSPs aren’t all created equal so it’s your job to evaluate them against your needs. That’s why we created this template to help guide you through your CSP shopping journey. Find a platform that will both align with your current needs, and also grow and scale with you.