A CS community that actually talks.
CS Pulse is a community for Customer Success people. We meet in groups of six to work through real customer problems, live, on a call. No slides. No vendors. Everyone speaks.
Announced two weeks out. Five seats. You apply, you do not register.
Onboarding is where churn starts
The sales handoff, the first call, and where a month-twelve cancellation really begins.
Predicting churn with no churn data
Building a health score when you have nothing to base the weightings on yet.
How it works
Three steps. No homework beyond your own accounts.
1. Apply for a Room
Pick the topic that matches your week. Answer three questions about your accounts. Five people get a seat, chosen so the room has a spread of experience. Three or more years in CS is the baseline.
2. Work the problem, live
60 to 90 minutes on a call. One real scenario. Somebody's mistake first, then what you would actually do: the play, the first call, the first 48 hours.
3. Leave with one move
Everyone says the one thing they will do differently on Monday. Notes reach every member a week later, whether they were in the Room or not.
What a scenario looks like
Enough detail to work through properly, not enough to be comfortable. Every scenario comes from an account the moderator actually worked, with the awkward part left in.
The room rarely agrees on the play at first. That is where the learning is.
How this started
“This is exactly what happened to us.”
It started with newsletter articles about mistakes made in Customer Success, so someone else would not have to learn them the hard way. People liked them. More importantly, replies kept saying the same thing: this is exactly what happened to us.
So the question became: what if, instead of writing about these situations, people got into a room and worked through them together? Not a webinar. Not a panel of polished, rehearsed takes. A small group, a real scenario, honest answers.
That is CS Pulse Community. Small rooms where CSMs fix real mistakes.
Also, the newsletter
A free newsletter. One CS lesson at a time.
The newsletter came first. Its replies are where the Rooms come from.
Join free. Apply when a Room fits.
Members get the notes from every Room and hear first when seats open. A short form, a quick review, nothing to pay.
Join the community