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CS Insights
Let me tell you what I really think about Customer Success.
Come along as I share my thoughts and advice on all things Customer Success and Leadership. Browse through webinars, podcasts, articles and more to get my perspective on CS and beyond.
The Journey: 20 The Interview Upgrade
When I interviewed for my first Customer Success role back in June 2012, after several conversations with various stakeholders, I made it...
3 days ago2 min read
The Journey: 19 The Difficult Departure
When I joined this particular company a few years ago, there wasn’t much in place. No team, no structure, no clear strategy. Just a blank...
May 112 min read
The Journey: 18 Status Quo Syndrome
Over the years, I’ve learned what questions to ask during the interview process to set myself up for success. I got clear on what I...
May 53 min read
The Journey: 17 The Land Grab
One of the quiet games happening inside every growing company is the "land grab." Leaders fight to take over more teams. More revenue....
Apr 272 min read
The Journey: 16 Swing and a Miss
There’s a first time for everything. I’ll never forget my first board meeting as a new VP when I was presented with my first-ever...
Apr 202 min read
The Journey: 15 Unseen, Unsaid, Unknown
I used to think I was that manager—the one everyone trusted. The cool boss. Like how Regina George's mom thought she was the "Cool Mom"....
Apr 133 min read
The Journey: 014 The Automated Advantage
When I started my Customer Success journey, we didn’t have AI. Heck, we barely had folders we could find. No centralized hub. No...
Apr 62 min read
The Journey: #013 Churn in Focus
When I became a VP of Customer Success for the second time, I was pumped. I had a seat at the table. I had a team to lead. But ... I had...
Mar 302 min read
The Journey: #012 The Value Match
As a CSM, my # 1 focus in every customer interaction was simple: drive value. But here’s the thing—you can’t drive what you can’t...
Mar 233 min read
The Journey: #011 The Next 90 Days
When I stepped into my role as a new VP of Customer Success, the welcome was overwhelming—in the best way possible. My inbox flooded...
Mar 164 min read
The Journey: #010 The Promotion Paradox
Let’s rewind a bit—before I was deep in the trenches of Customer Success, I started my career in Marketing at an agency. When I first...
Mar 92 min read
The Journey: #009 Hiring for Impact
I broke into Customer Success as a subject matter expert. I spent the first decade of my career in Marketing—hell, I even had big dreams...
Mar 24 min read
The Journey: #008 Earned, Not Given
Have you ever scrolled through 12 pages of terms and conditions, pretending you’d read them, just to click “I Agree”? Yeah, me neither....
Feb 233 min read
The Journey: #007 Uncommon Sense
When something has been obvious to you for years, it’s easy to assume it’s common sense to everyone else. But that assumption? It’s a...
Feb 163 min read
The Journey: #006 The Change-Up
Change management is the difference between a game-changing tech rollout and an expensive piece of shelfware collecting dust. I’ve bought...
Feb 92 min read
The Journey: #005 Board to Death
I remember my first board meeting vividly—not because it was a home run, but because of the sheer anxiety and uncertainty leading up to...
Feb 24 min read
The Journey: #004 The Churn Autopsy
Let’s face it—you’re going to lose customers. It’s inevitable. Even the best CS teams out there can’t keep ‘em all. Over the years, I’ve...
Jan 263 min read
The Journey: #003 Handoff, Not Headache
I’ve been in Customer Success for over 13 years, and guess what? The Sales-to-CS handoff still sparks drama in way too many orgs. Even...
Jan 202 min read
The Journey: #002 Goals Gone Wild
We all want to wrangle Customer Success into measurable wins. But first, let’s agree on a few things: 🟢 The best way to retain customers...
Jan 133 min read
The Journey: #001 The Goal Keeper
Happy New Year! When I was a Customer Success leader early in my career, I vividly remember the day I received my annual goals from the...
Jan 122 min read
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