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 -
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? -
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. -
Hiring someone won’t stop your customers from leaving The four risks of hiring someone in Customer Success and expecting them to stop customers from leaving, and the minimum foundations you need first -
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? -
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.
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.