Brooke Goodbary

Brooke has spent the past 6 years delivering more value to customers, with roles at Dataxu, Intercom, and Thunder. Brooke also spends time as a Customer Success consultant, advising clients on building and scaling Customer Success teams. Be sure to follow Brooke's fantastic blog about Customer Success on Medium at
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Recent Posts

Customer Success Enablement

From launching new accounts to helping existing customers achieve their goals and securing renewals, Customer Success teams have no shortage of responsibilities.

With so many demands on a CSM's time, it's not surprising that leadership teams are ramping up investment in tools and resources to better support Customer Success teams.

The concept of "Enablement for Customer Success" has developed out of this need.


Customer Success Compensation: Base, Bonus, and Quotas

The debate over what types of financial incentives companies should offer customer-facing employees has been unfolding for years. Department stores have gone back and forth on whether salespeople should be paid commission, and cable companies have started paying their support reps retention bonuses.

How do you determine which compensation plan aligns with the customer's (and by extension, the company's) best interests?

This question is especially fitting for Customer Success teams operating at the intersection where company and customer goals meet.


4 Customer Success Mistakes (and how to fix them)

The start of a new year is a good time to reflect on our ambitions for the year ahead and acknowledge the mistakes we've made. Some errors are easy to remedy, while others require us to change our behavior in more substantial ways.

Here are four mistakes I commonly see Customer Success teams make and how to address them.


Why CSMs Need To Be Capable Project Managers

Customers are conditioned to see their Customer Success Manager (CSM) as the central point of contact with their vendor. As such, CSMs are the natural first stop for any project a customer wants to discuss.

  • Interested in switching over to annual billing? → Email your CSM.
  • Want to brainstorm a new use case? → Bring it up during your weekly call.
  • Need a custom-built integration? ... You get the idea.

How to Re-engage Unresponsive Customers

Relationships are at the core of all customer interactions, but it’s impossible to have a productive one if the communication is one-sided.

In our personal lives, we have the luxury of writing people off who don't reciprocate our efforts to form a bond. In business, this is rarely the case.

As a result, Customer Success Managers (CSM) often struggle to come up with ways to bring unresponsive customers back into the fold. This article will outline strategies CSMs can employ to re-engage customers and establish relationships built on respect.


Negotiating as a Customer Success Manager

Every company I've worked for has offered a different mix of resources to support Customer Success Managers (CSMs) when it came time to negotiate with current customers.

At one startup, customers were mapped to an Account Executive, and CSMs would loop them into any contract discussions. In other organizations, I was the customer's sole point of contact as soon as they signed on the dotted line.

I also found myself in a position somewhere in between.


First 90 Days in Customer Success Management

You’ve been brought in as the founding member of the Customer Success team — congratulations!

Your company is making a major investment in helping customers derive more value from its products and services.

Now you’re faced with the inevitable question: where to begin?

This roadmap will outline what you should expect to accomplish in your first 90 days. At the end of this timeframe, you will understand your product’s use case, know when and how to encourage customers to take actions that drive value, and have a vision of where you want to lead your team in the future.

Let's dive into your 90 day plan as a new Customer Success Manager:

Data-driven Customer Success teams run on Natero. LEARN MORE