

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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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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