The Latest Posts from Iliyana's Blog
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....
Read moreWhy 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...
Read moreWhat AI Changes About Leadership at Work (And What It Doesn’t)
AI is no longer a future capability. It's already embedded in inboxes, browsers, and workflows, quietly shaping how work gets done across organisations. And yet, many companies still approach AI as a tooling decision rather than a leadership one. ...
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