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 hidden value of customer complaints Uncover how customer feedback can be a catalyst for improvement. Learn to embrace complaints as opportunities for growth. -
How to way "No" without losing the client: from tension to trust Master the art of setting boundaries while strengthening client trust. Learn techniques to turn difficult conversations into opportunities. -
The book that changed how I talk to my customers Learn how to set boundaries with your customers without damaging the relationship. Discover tools and strategies to turn a "no" into an opportunity to strengthen trust. -
All in one profiles? The CSM everyone needs Examine the demands of the multifaceted CSM role and the risks of burnout. Understand the balance between versatility and specialization. -
How to Build Brand Advocates Turn satisfied customers into passionate advocates for your brand. Implement strategies that foster loyalty and organic promotion. -
What if Customer Success isn’t what you thought? How to measure it from scratch Redefine success metrics to align with actual customer outcomes. Implement measurement strategies that reflect true value delivered. -
Customer Retention: The Real Battlefield of CSM Identify key strategies for maintaining and enhancing customer loyalty. Learn how proactive engagement can reduce churn and foster growth.
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.