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The Latest Posts from Iliyana's Blog

CS in the AI Era — my new newsletter for Customer Success leaders (and why I'm moving my CS content there)

CS in the AI Era — my new newsletter for Customer Success leaders (and why I'm moving my CS content there)

If you've followed this blog for a while, you know I've written about Customer Success alongside Inbound PR, channel programs, leadership, career, and life across six countries. It's been a mix — deliberately so. This space has always reflected who...

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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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