The Customer Success Newsletter
The Customer Success Newsletter is a weekly curated collection of 4 helpful articles from around the world of Customer Success.
This week we flag churn, leave Customer Success, attack failed payments, and stop feeling so sleazy when we upsell.
Retention is the core of growth. If you can’t keep users around, any acquisition efforts are basically just filling up a proverbial bucket only to have it leak out through holes in the bottom.  Alex Birkett of Hubspot (via ChurnBuster) talks us through qualitative and qualitative flags we can use to proactively get in front of churn.

Guilherme Lopes of RD Station (via Gainsight) gives insight into why he moved OUT of Customer Success and into a product role to help drive better retention for the company he founded.
You can lose 30% of your annual customers to failed payments. Patrick Campbell of Price Intelligently educates us on what you should include in your renewal emails to get them back.

Karla Cook of Hubspot doesn't want us to come across as sleazy in upselling our customers and instead turn those conversations into a win-win.
In Other News:  Apparently, one can suspend Parliament