

Most Customer Success organisations are not designed to fail. They're designed to survive. Survive renewals. Survive escalations. Survive the quarter. And that survival instinct — built into the org structure, the hiring profiles, the incentives,...
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There's a common assumption in CS leadership: CSMs don't act on AI signals because they don't trust them. That's not quite right. In most cases, the signal isn't the problem. The gap is what comes after it. A CSM sees a risk score drop. An alert...
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Every Customer Success leader I know is under pressure to adopt AI. The tools are being deployed. The dashboards are being built. The announcements are being made. And yet — adoption stalls. CSMs quietly ignore the signals. Workarounds emerge....
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