What I learn working with Customer Success and post-sales teams, written so you can put it to work on Monday.
-
I designed a wedding for a red alert. This is how you design systems that don’t break Is organizing a wedding different from organizing a company or your department? What processes should you consider for your customers or guests? Come in and I’ll tell you there are more similarities than you think. -
The more you grow, the more support you need… or not? What Linear reveals about how to better design your system If you need more support to scale… something’s poorly designed. Linear understood this before anyone else. And that changes how you should build your company. -
How to rebuild trust after a product failure The product fails. It’s inevitable; what shouldn’t fail is how you respond. That’s where you win or lose the account. -
Bournout — Who looks after the team that looks after the customer Your team isn’t burned out, it’s poorly designed. And that’s already costing you business. -
CS & Support: how a snapshot of both helps your team. Metrics Measuring separately leads to bad decisions, and bad decisions mean churn, noise and lost money. The “single snapshot” is not optional if you want to scale, and here I explain why it matters. -
Customer Success is not support; the problem is your system is If everything goes through Customer Success… You don’t have a strong team, you have a collapsed system. Act or you’ll keep putting out fires and lose your strategy -
Essential digital tools for CSMs It’s not about knowing everything, but choosing wisely what not to do and what truly deserves your energy. Fewer tools and better judgment. If you want to scale without burning out, here’s a test.
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.