The Latest Posts from Iliyana's Blog

Why Customer Health Is a Financial Forecasting Tool

Customer health is still treated as an operational metric in most SaaS companies. It sits inside Customer Success dashboards. It’s reviewed in QBRs. It informs renewal discussions. But rarely does it influence financial forecasting, capital...

From Customer Success Function to Growth Engine: The Leadership Shift Required

Many organisations say Customer Success is a growth engine. Very few are actually designed for it. In practice, Customer Success is still treated as a defensive function: protect renewals, manage risk, keep customers “happy enough” to stay....

Why AI Will Finally Make Customer Success a Board-Level Topic

For years, Customer Success has struggled to earn a consistent seat at the board table.Not because it wasn’t important — but because it was hard to translate. Too often, CS updates sounded like anecdotes instead of evidence, sentiment instead of...