What I learn working with Customer Success and post-sales teams, written so you can put it to work on Monday.
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Why Your Technical Team Can’t Carry Your Renewal, Even If They Know the Customer Best Why having a great relationship between your technical team and the customer’s team does not guarantee a renewal, and what someone in Customer Success should be looking for in those meetings. -
Your best customer can leave the day someone resigns. A happy customer stays while the people are there; a tied customer stays even when they’re not. Here I tell you what to do and how to analyze it. -
Your CS team doesn’t need another hire. It needs oxygen. About to hire? Wait, don’t do it yet. Review this first if you don’t want to find yourself in the same situation three months from now. Inside, there’s a test that can help you with your next hire. -
In a year, your customer won’t renew against the contract, but against their expectation of what they signed. A customer renews against what they imagined when signing, not against what the contract says, and that only reaches post-sales if someone transfers it. -
Escalation isn’t tattling. How to unblock an adoption without burning the relationship with the client How to escalate adoption blockages while protecting the client relationship and prevent the problem from surviving into renewal. -
Onboarding completed. Customer not adopted. How to detect if a customer has truly adopted your product and why finishing onboarding doesn’t mean they’ve changed the way they work. -
Automate your judgment, not your email: reclaim your day’s focus (prompt included) How to turn your inbox into a system that filters noise, prioritizes what requires action, and protects your attention before the day starts.
Frameworks and resources
- The Handover Framework: a structure that prevents context from getting lost
- Support vs Customer Success: where does the line sit?
- CSM Role Matrix & Toolkit
- CS vs Support: The operating model gap
- Radical Candor as a system: from individual reflection to team execution
Collaborations
- The CS Table - Saastanack 2026 (opens in a new tab)
- GenCS - Essential digital tools for CSMs (opens in a new tab)
- GenCS - The role of Customer Success in Building Brand Loyalty (opens in a new tab)
- GenCS - Your CS team doesn’t need another hire. It needs oxygen. (opens in a new tab)
- GenCS - Onboarding CSMs without burning them out (opens in a new tab)
- GenCS Moderator: How to increase AI usage in Customer Success (Feb 2026) (opens in a new tab)
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In the newsletter I share frameworks, real decisions and how to design client systems that actually work.