What I learn working with Customer Success and post-sales teams, written so you can put it to work on Monday.
Latest article They’ve told you you’re indispensable. That’s why you’re still in the same role. Why keeping the entire operation in your head holds you back from a promotion, and what to ask for in return for sharing what only you know. Keep reading -
The customer who doesn’t complain has already left. They’re just still paying until they find time to cancel. How to spot customers who pay without using your product, why no one looks after them, and what to do before it’s too late. -
Why Your Technical Team Can’t Carry Your Renewal, Even If They Know the Customer Best Why having a great relationship between your technical team and the customer’s team does not guarantee a renewal, and what someone in Customer Success should be looking for in those meetings. -
Your best customer can leave the day someone resigns. A happy customer stays while the people are there; a tied customer stays even when they’re not. Here I tell you what to do and how to analyze it. -
Escalation isn’t tattling. How to unblock an adoption without burning the relationship with the client How to escalate adoption blockages while protecting the client relationship and prevent the problem from surviving into renewal. -
Onboarding completed. Customer not adopted. How to detect if a customer has truly adopted your product and why finishing onboarding doesn’t mean they’ve changed the way they work. -
From Churn to Expansion. When defending decisions instead of features changes your relationship with your customer. When a health score is low, it’s not always churn and here I tell you about a case.
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.