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The Latest Posts from Iliyana's Blog

CS as a Predictable Revenue Driver — What It Actually Takes

CS as a Predictable Revenue Driver — What It Actually Takes

I started my SaaS career in Customer Success. Not the version of CS that exists in most companies today. The version where you were responsible for the full customer relationship — adoption, outcomes, retention, and growth. Where upsell and...

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Why Most Customer Success Org Designs Prevent Growth

Why Most Customer Success Org Designs Prevent Growth

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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How to Get CSMs to Actually Trust AI Signals

How to Get CSMs to Actually Trust AI Signals

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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