

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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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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