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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Advanced negotiation techniques If you design an onboarding... why design an upgrade or renewal? Here’s a practical playbook to make your negotiation easier told as a system. -
Essential digital tools for CSMs It’s not about knowing everything, but choosing wisely what not to do and what truly deserves your energy. Fewer tools and better judgment. If you want to scale without burning out, here’s a test. -
How I use a Landbot to listen to my audience Harness conversational tools to gather and act on customer feedback. Enhance engagement by integrating interactive platforms into your CS strategy. -
Action Plan: Creating an Effective Funnel for Customer Loyalty Design a customer success funnel that enhances engagement and reduces churn. Align communication strategies to support customer journeys. -
Hyperautomation and Customer Success: Key Insights in the Digital Era Leverage automation to streamline processes and deepen customer relationships. Explore tools that enhance efficiency without sacrificing personalization.
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.