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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The Role of Customer Success in Building Brand Loyalty Loyalty, on the other hand, is built with every interaction: when onboarding is clear, when we are proactive, when we personalize the experience and demonstrate real value in customers’ day-to-day lives. -
The “All Good” Trap Many customers say “all good” when they’re actually stuck. As a CSM, your job is to detect that lack of progress and reactivate momentum through clear questions, context, and quick wins. -
Inbound Discovery: A Smarter Alternative to Post-Sale Chaos No sales handoff? Don’t settle. Learn how an inbound approach led by Customer Success can help you lead without improvising, engage customers from day one, and build a seamless experience—no workshops required. -
Mistakes and Lessons as a CSM Three real mistakes I made as a Customer Success Manager, and how we turned them into lessons that improved processes, product, and client relationships. Because making mistakes hurts, but iterating with purpose helps you grow. -
Building a Consultant Mindset How a consultative approach brings you strategic value and turns you into a true partner—even without being an expert in the industry. Come in, there are key insights and resources you will need. -
The Benefits of becoming a product expert More and more companies expect Customer Success to have a deep understanding of the product. In this article, I explore why and how to build teams ready for this new reality. -
How I use a Landbot to listen to my audience Harness conversational tools to gather and act on customer feedback. Enhance engagement by integrating interactive platforms into your CS strategy.
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.