The Latest Posts from Iliyana's Blog

The AI-Enabled CSM: From Relationship Manager to Strategic Advisor

Customer Success has always been about relationships — understanding customer goals, helping them realise value, and building long-term trust. But as SaaS portfolios scale and digital adoption accelerates, the role of the CSM is changing faster than...

The Evolution of Customer Health: From Scores to Systems to AI

Customer health has always been a cornerstone of Customer Success — yet the way most organisations measure and act on it hasn’t evolved fast enough. Over the past few months, I’ve explored this transformation — from static health scores to dynamic,...

How to Design Customer Health Alerts That Drive Action

Customer Success teams don’t struggle with a lack of data — they struggle with knowing what to do next. Dashboards are full of signals, metrics, and insights, but too often they sit unused. The problem isn’t visibility — it’s action. That’s why...