Resources
The Customerscore.io blog
Playbooks, benchmarks, and plain-English definitions on retention, churn, and customer success for B2B SaaS.
How to Score Accounts for Expansion: Build an Upsell Score Step by Step
How to score accounts for expansion: which signals predict upsell, how to weight and back-test them, and how to read the score next to churn risk. Step by step.
Read articleBest Customer Success Software for SaaS Teams in 2026
The 8 best customer success software platforms for SaaS in 2026, compared by company size and use case: health scoring, churn prediction, automation, pricing.
Read articleMulti-Year Renewals in B2B SaaS: When to Offer Them and How
When a multi-year renewal pays off, what discount to expect, which clauses protect both sides, and how to time the offer.
Read articleCustomer Success Org Design: Structure, Roles and CSM Capacity
How to structure a customer success team, size books by hours rather than ratios, and evolve the org as the company grows.
Read articleIntroducing My Day: the priorities your CS team starts with
One page that tells every CSM who to handle today and why: renewals with bad signals, stalled onboardings, upsell openings, accounts that went quiet.
Read articleSales to Customer Success Handoff: Template, Checklist and Other Handoffs
A one-page handoff brief, the fields it needs, timing targets, and how support to CS and product to CS handoffs work.
Read articleChurn Survey Questions: Templates and How to Use the Answers
Two churn survey questions you can copy, where to ask them, and how to turn the answers into a ranked list of fixes with an owner.
Read articleSlack for Customer Success: Customer Channels, Alerts and Avoiding Alert Fatigue
How customer success teams use Slack: shared customer channels, internal triage, customer alerts that lead to action, and how to keep alert fatigue away.
Read articleDunning and Churn: How to Recover Failed SaaS Payments
How to recover failed subscription payments with retries, card updates and outreach, and when a failed payment on an at-risk account needs a person.
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