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 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. -
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. -
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. -
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. -
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. -
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.
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.