What I learn working with Customer Success and post-sales teams, written so you can put it to work on Monday.
Latest article Onboarding CSMs without burning them out We design customer onboarding down to the last detail. Onboarding for our team and company is a list of videos. How do we fix this strategically? Keep reading -
The Silos That Traditional Team Building Doesn’t Fix What I Learned in a Decision Room About Why Silos Aren’t Fixed with Team Building -
You Ask Your CSM to Demonstrate Value. Has Anyone Told Them What It Is? Everyone talks about delivering value, but has anyone defined it? How do you ensure value for your customers if they come from different industries? Whose responsibility is it? -
You’re not lacking equipment, you’re lacking an owner. When something belongs to everyone, work almost always starts too late. -
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. -
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.
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.