What I learn working with Customer Success and post-sales teams, written so you can put it to work on Monday.
-
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. -
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. -
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. -
Two profiles that are taking off (and two new ways to burn money) I increasingly see more CS Ops and CS Revenue openings but if you don’t have a plan and a system behind them you’re burning money without getting any benefit. Here I’ll show you how to avoid it and what you need to learn if you want to pivot to this role. -
Advanced negotiation techniques If you design an onboarding... why design an upgrade or renewal? Here’s a practical playbook to make your negotiation easier told as a system. -
I designed a wedding for a red alert. This is how you design systems that don’t break Is organizing a wedding different from organizing a company or your department? What processes should you consider for your customers or guests? Come in and I’ll tell you there are more similarities than you think.
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.