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At MomentumCX, we believe structure unlocks scale. That’s why we built the Pillars-in-Practice™ Customer Success Maturity Model — a strategic operating framework designed to help B2B SaaS companies operationalize customer success, accelerate outcomes, and scale with confidence.

Recognizing the community can be a growth engine is just step one. Now we need to measure it. That’s where most teams get stuck. They track activity like logins, threads, or event attendance but don’t know how to make the leap from engagement metrics to business impact. The result? Communities stay in the “nice to have” category instead of getting resourced as a true growth lever. It doesn’t have to be that way. This post walks you through how to build a Community Engagement

Most companies treat their customer community like a support archive or a side project. But here’s the reality: your community is one of the most powerful growth engines you’re not using because most of your users only know you digitally. If you're not investing here, you're missing a massive lever for retention, satisfaction and expansion.

Most B2B software companies think they know their customers. But here’s the thing: the majority of your customers only know you digitally. They don’t have regular one-on-one meetings with your CSMs. They’re not on those exclusive exec briefings. For many, their entire experience is through your digital touchpoints. If you aren’t building digital-first, human-in-the-loop engagement programs from day one, you’re setting up for long-term pain.

There’s a key tool every company needs if they want to create an exceptional customer experience. What is this must-have tool? A customer su

One of your most important responsibilities as a customer success professional is eliminating churn and retaining customers.

In order to grow and scale your company effectively, you need to approach customer success in an organized, efficient way.

Over the past several decades, I’ve been fortunate enough to be involved with some very successful companies. One of the most important thin