The Latest Posts from Iliyana's Blog

Why AI Adoption Fails Inside Customer Success Teams (And It's Not What You Think)

Every Customer Success leader I know is under pressure to adopt AI. The tools are being deployed. The dashboards are being built. The announcements are being made.

Retention as a Capital Efficiency Lever in SaaS

Retention is often discussed as a Customer Success metric. It's tracked as a percentage, reviewed in quarterly reports, and used to evaluate the performance of CS teams. When retention improves, it is seen as a positive signal. When it declines, it...

The Hidden Cost of Reactive Customer Success

Most SaaS organisations do not consider themselves reactive. They describe their teams as customer-centric, responsive, and committed to resolving issues quickly. And in many cases, that is true. Problems are addressed. Escalations are handled....