What I learn working with Customer Success and post-sales teams, written so you can put it to work on Monday.
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Building a Consultant Mindset How a consultative approach brings you strategic value and turns you into a true partner—even without being an expert in the industry. Come in, there are key insights and resources you will need. -
The Benefits of becoming a product expert More and more companies expect Customer Success to have a deep understanding of the product. In this article, I explore why and how to build teams ready for this new reality. -
The book that changed how I talk to my customers Learn how to set boundaries with your customers without damaging the relationship. Discover tools and strategies to turn a "no" into an opportunity to strengthen trust. -
All in one profiles? The CSM everyone needs Examine the demands of the multifaceted CSM role and the risks of burnout. Understand the balance between versatility and specialization. -
Radical Candor: The Leadership That Retains Talent Embrace transparency and honesty to build strong, loyal teams. Discover leadership approaches that foster trust and retention. -
What is a Customer Success Manager? Understand the pivotal role of CSMs in driving customer satisfaction and growth. Explore the skills and responsibilities that define successful CSMs.
Frameworks and resources
- The Handover Framework: a structure that prevents context from getting lost
- Support vs Customer Success: where does the line sit?
- CSM Role Matrix & Toolkit
- CS vs Support: The operating model gap
- Radical Candor as a system: from individual reflection to team execution
Collaborations
- The CS Table - Saastanack 2026 (opens in a new tab)
- GenCS - Essential digital tools for CSMs (opens in a new tab)
- GenCS - The role of Customer Success in Building Brand Loyalty (opens in a new tab)
- GenCS - Your CS team doesn’t need another hire. It needs oxygen. (opens in a new tab)
- GenCS - Onboarding CSMs without burning them out (opens in a new tab)
- GenCS Moderator: How to increase AI usage in Customer Success (Feb 2026) (opens in a new tab)
One idea a week, in your inbox.
In the newsletter I share frameworks, real decisions and how to design client systems that actually work.