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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I designed a wedding for a red alert. This is how you design systems that don’t break Is organizing a wedding different from organizing a company or your department? What processes should you consider for your customers or guests? Come in and I’ll tell you there are more similarities than you think. -
How to rebuild trust after a product failure The product fails. It’s inevitable; what shouldn’t fail is how you respond. That’s where you win or lose the account. -
The Role of Customer Success in Building Brand Loyalty Loyalty, on the other hand, is built with every interaction: when onboarding is clear, when we are proactive, when we personalize the experience and demonstrate real value in customers’ day-to-day lives. -
The hidden value of customer complaints Uncover how customer feedback can be a catalyst for improvement. Learn to embrace complaints as opportunities for growth. -
How to way "No" without losing the client: from tension to trust Master the art of setting boundaries while strengthening client trust. Learn techniques to turn difficult conversations into opportunities. -
How to Build Brand Advocates Turn satisfied customers into passionate advocates for your brand. Implement strategies that foster loyalty and organic promotion. -
Loyalize Your Customer from Minute One Set the tone for long-term relationships with impactful initial interactions. Learn tactics to engage and retain clients from the outset.
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.