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 perfect demos don’t win customers In this article I analyze why some perfect demos don’t sell, what really paralyzes the customer and how to turn the “wow” into a concrete decision. -
Two profiles that are taking off (and two new ways to burn money) I increasingly see more CS Ops and CS Revenue openings but if you don’t have a plan and a system behind them you’re burning money without getting any benefit. Here I’ll show you how to avoid it and what you need to learn if you want to pivot to this role. -
"I have an octopus in my organization" What to do when your company is horizontal and your information is fragmented across departments. -
From Churn to Expansion. When defending decisions instead of features changes your relationship with your customer. When a health score is low, it’s not always churn and here I tell you about a case. -
Why does your Customer Success team have to fix what’s broken in your company? Churn doesn’t always start in Customer Success. Sometimes it’s just the place where the cracks the company didn’t look at in time become visible. -
Churn doesn’t start when the customer leaves. It starts the day they signed. Why the handover from Sales to CS is the most critical and most ignored point in a SaaS customer’s lifecycle. -
Advanced negotiation techniques If you design an onboarding... why design an upgrade or renewal? Here’s a practical playbook to make your negotiation easier told as a system.
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)
One idea a week, in your inbox.
In the newsletter I share frameworks, real decisions and how to design client systems that actually work.