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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Past and future: the (R)evolution of CSM Explore the transformative journey of the Customer Success Manager role and its future trajectory. Discover how evolving strategies are reshaping customer relationships. -
The Inbound Methodology: Key Insights for a CSM in 2025 Adapt to future trends with inbound strategies tailored for customer success. Prepare your CSM approach for the evolving digital landscape. -
Inbound Sales and How They Impact Churn Explore how inbound sales strategies influence customer retention. Align sales and CS efforts to minimize churn and maximize value.
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.