Where complexity becomes growth

Why does your Customer Success team have to fix what’s broken in your company?

18 jun 2026 Metrics & Customer Intelligence, CS Leadership

Churn doesn’t always start in Customer Success. Sometimes it’s just the place where the cracks the company didn’t look at in time become visible.

Why does your Customer Success team have to fix what’s broken in your company?
Churn doesn’t start when the customer leaves. It starts the day they signed.

Churn doesn’t start when the customer leaves. It starts the day they signed.
Advanced negotiation techniques

Advanced negotiation techniques
I designed a wedding for a red alert. This is how you design systems that don’t break

I designed a wedding for a red alert. This is how you design systems that don’t break
The more you grow, the more support you need… or not? What Linear reveals about how to better design your system

The more you grow, the more support you need… or not? What Linear reveals about how to better design your system
How to rebuild trust after a product failure

How to rebuild trust after a product failure
Bournout — Who looks after the team that looks after the customer

Bournout — Who looks after the team that looks after the customer

In the newsletter I share frameworks, real decisions and how to design client systems that actually work.