Writing
Thoughts on customer success, CS career growth, and operating in B2B SaaS.
What's In It for Them? A Customer Success Philosophy
In customer success, the most important question isn't what you want to say — it's what your customer actually needs to hear.
Read more →How to Build a CS Motion That Actually Prevents Churn
The most common mistake CS teams make is reacting to churn instead of predicting it. Here's the proactive CS framework I've used across multiple SaaS orgs.
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