Aidan Hickman
Aidan Hickman
With nine years in Customer Success at startups, I've excelled in roles like CSM, support, implementation, and TAM. I've built and operated teams across these functions while guiding companies through Series B to D. I’m passionate about developing OKR programs and collaborating with executives on their reporting needs.
Why Customers Stay: The Psychology of Loyalty and How CSMs Can Leverage It
Customer loyalty is one of those things that every Customer Success Manager (CSM) dreams of but sometimes feels like a mystery. We celebrate when...
Revenue-led Customer Success: Driving Growth While Keeping Customers Happy
Let’s talk about a hot topic in Customer Success that might ruffle a few feathers—revenue-led Customer Success. For years, we’ve been told to focus...
The Power of Proactive Support in Customer Success: Staying Ahead of Customer Needs
Picture this: a customer has been struggling with a feature in your product for weeks, but they never reached out. Finally, they contact support—frustrated,...
Why Customers Stay: The Psychology of Loyalty and How CSMs Can Leverage It
Customer loyalty is one of those things that every Customer Success Manager (CSM) dreams of but sometimes feels like a mystery. We celebrate when...
AI in Customer Success: Boosting Efficiency and Driving Customer Satisfaction.
Let’s face it—customer success is a bit like juggling. You’ve got onboarding, renewals, upselling, and a dozen other priorities up in the air, and...
Mastering Feedback Segmentation: A Customer Success Strategy to Boost Retention
Ever feel like your inbox is a feedback avalanche? Customers emailing complaints, surveys piling up, random feature requests—sometimes it feels like a second full-time...
Engagement strategies for each stage of the customer journey: What works and why
Let’s be honest, keeping customers engaged throughout their journey feels a lot like juggling—while riding a unicycle. You’re not just balancing priorities; you’re balancing...
Customer Experience Management in Customer Success: A Guide for CSMs
Crafting a customer journey that feels effortless and satisfying to the customer is anything but simple. There’s always a balancing act: responding to immediate...
Turning Data into Action: How Customer Analytics Drive Success
As a Customer Success Manager with years in the field, I know how challenging it can be to truly understand what’s happening in a...
The Power of Community Building in B2B SaaS: How Customer Success Teams Can Boost Loyalty
Building loyalty in B2B SaaS sounds simple, but it often feels like juggling a dozen priorities-onboarding new clients, putting out fires, and helping customers...
How AI Helps Me Read Minds As a Customer Success Manager
As a Customer Success Manager (CSM), understanding what customers truly need and feel has always been my priority. But let’s face it – juggling...