Product Update — 4 Best Practices for Customer Success Managers
Hey everyone — quick update coming your way! We’ve put together four practical best practices to help Customer Success Managers get the most out of our Customer Communities platform. These are based on what we’ve seen work best across customers and from suggestions in the community. Ready? Let’s go!
1. Build a proactive onboarding hub
Make your community the first place new customers land. Create a dedicated onboarding section with step-by-step guides, short how-to articles, and a “Getting Started” checklist. Use article scheduling and previews so you can publish curated welcome content in sync with customer milestones (e.g., trial start, product activation).
- Pin a welcome article or quick-start playlist to the homepage.
- Include links to relevant groups, common FAQs, and short videos.
- Tag onboarding content so your team can track usage and follow up.
2. Encourage peer-to-peer support and spotlight champions
Foster a culture where customers help customers. Set up topic-focused groups for use cases and encourage power users to share tips. Recognize top contributors with custom badges and shoutouts — it’s an easy win for engagement.
- Create public groups for product workflows and private groups for advanced-user cohorts.
- Award customizable badges to community champions and highlight their posts in newsletters.
- Use leaderboard and analytics to identify advocates to involve in beta tests or case studies.
3. Close the loop with a clear ideation and feedback workflow
Turn feedback into action by centralizing feature requests and transparently updating customers. Use an ideation board (or topics with status tags) to show what’s planned, in progress, or shipped. Update requesters directly when a change is released.
- Link idea threads to roadmap items and official responses so contributors see progress.
- Use topic tags and notifications to keep interested users informed.
- Run periodic roundup posts summarizing what’s been shipped and thanking contributors.
4. Make data-driven touchpoints part of your routine
Combine community signals with product and CRM data to prioritize outreach. Track which customers view onboarding content, participate in groups, or submit ideas — then schedule targeted success touches based on those behaviours.
- Set alerts for high-value customers who become inactive or who post repeatedly about the same blocker.
- Segment customers by engagement level and tailor campaigns (e.g., invite low-engagement users to a live Q&A).
- Measure impact: correlate community activity with renewals, product adoption, and support volume.
That’s it — four practical ways CSMs can leverage the community to reduce churn, scale enablement, and build stronger customer relationships. Try one this week and tell us how it goes!
Have a great idea or a success story to share? Drop it in the community — we love hearing from you (and we might feature it in the next update). Cheers!