Ideas and tools to work better.
Articles, frameworks and playbooks I use with companies, plus the newsletter where I share what I'm learning.
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Articles and guides on post-sales, Customer Success, retention and teams.
- 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.
- 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.
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Frameworks, playbooks and templates to use with your team.
Download the criteria before building
The Handover Framework: a structure that prevents context from getting lost
The client signs, and something gets lost in the handover to CS: what was promised, why they bought, who really calls the shots. This framework gives you the criteria to see it and fix it before it hurts.
- The maturity model of the handover
- The 5 structural failures that break the handover
- The 7 risk signals that Sales has and CS never receives
- How a client is really transferred
Support vs Customer Success: where does the line sit?
The client signs, and something gets lost in the handover to CS: what was promised, why they bought, who really calls the shots. This framework gives you the criteria to see it and fix it before it hurts.
The CSM ends up resolving tickets. Support ends up without context. Nobody prevents churn. This framework helps you see where that boundary stands today and at what maturity level you are.
- The 3 symptoms that Support and CS are confused
- The real model: System / Usage / Value
- The 4-level maturity self-diagnosis
- Why churn starts in Support, not in renewal
complementary resources
CSM Role Matrix & Toolkit
A practical guide to understand the real CSM role: responsibilities, KPIs, tools, and how to structure it as a scalable system.
DownloadCS vs Support: The operating model gap
A practical guide to understand why Customer Success becomes support, and how to redesign post-sale ownership, structure, and decision-making in B2B SaaS.
DownloadRadical Candor as a system: from individual reflection to team execution
This resource helps you structure how feedback happens at both individual and team level, improving communication, and driving real performance.
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