What I learn working with Customer Success and post-sales teams, written so you can put it to work on Monday.
Latest article 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. Keep reading -
What if Customer Success isn’t what you thought? How to measure it from scratch Redefine success metrics to align with actual customer outcomes. Implement measurement strategies that reflect true value delivered. -
Meetings and Reports in CS: Keys to a Strategic Team Optimize your team’s performance with effective meetings and reporting. Discover practices that drive alignment and informed decision-making. -
The Power of Analytics in CS: From Data to Action Discover how data-driven strategies can enhance customer retention and satisfaction. Transform insights into impactful actions for your CS team.
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.