What I learn working with Customer Success and post-sales teams, written so you can put it to work on Monday.
Latest article 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 Keep reading -
You’re not lacking equipment, you’re lacking an owner. When something belongs to everyone, work almost always starts too late. -
In a year, your customer won’t renew against the contract, but against their expectation of what they signed. A customer renews against what they imagined when signing, not against what the contract says, and that only reaches post-sales if someone transfers it. -
Automate your judgment, not your email: reclaim your day’s focus (prompt included) How to turn your inbox into a system that filters noise, prioritizes what requires action, and protects your attention before the day starts. -
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. -
"I have an octopus in my organization" What to do when your company is horizontal and your information is fragmented across departments. -
Churn doesn’t start when the customer leaves. It starts the day they signed. Why the handover from Sales to CS is the most critical and most ignored point in a SaaS customer’s lifecycle.
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.