The practice's writing
AI in Customer Success
A practical look at which post-sale workflows AI can genuinely improve - handoffs, risk triage, QBR prep, renewal readiness, reporting - and which problems no amount of automation will fix.
Build versus buy
A framework for deciding between buying a Customer Success platform, building a lightweight internal tool, improving your existing stack, or delaying the decision entirely.
Post-sale metrics
GRR and NRR are lagging metrics. Here's a realistic timeline for when operational changes, leading indicators, and retention metrics should each move - and why treating them the same causes bad decisions.
Retention diagnosis
A structured method for finding the real cause of a B2B SaaS retention problem before committing budget to a hire, a platform, or a reorganization.
Build versus buy
A vendor-neutral look at when a dedicated Customer Success platform like Gainsight, ChurnZero, or Vitally is the right call - and when it isn't.
Capacity and organizational design
When CSMs own onboarding, support escalation, renewals, and expansion with no prioritization framework, strategic account work is always the first casualty. Here's the capacity math and how to fix it.
Retention diagnosis
Retention problems get assigned to Customer Success by default. Here's how to test whether the real constraint sits somewhere else - ICP, sales, product, or onboarding.
Notes on post-sale operating strategy
A periodic note isn't live yet. When it is, it will go here - no email list is being collected in the meantime.