When I first started in SaaS, Sales Kickoff (SKO) was this mysterious, high-energy event I wasn’t invited to. It was the Super Bowl of Sales, strategy, targets, enablement, and a whole lot of celebration. At my first company (where I spent nearly six years), SKO was exclusively for Sales. No Customer Success, no Services, no Support. Just the folks with quotas and commissions. So imagine my shock when, at my next company, I learned Customer Success was included. I thought, “W

Some of you may not know this, but my daughter Adriana is actually my stepdaughter. When Anthony and I got together, she was just three years old. She only knows life with me and Anthony… and then with her mother. In our house, we’ve never used the word step. She is my daughter, and I am a mother. Period. But in the beginning, it was hard. Really hard. I was trying to find my place, what was appropriate, what wasn’t, how to show up as a parent without overstepping. I wanted t

Everyone in SaaS loves to talk about breaking down silos between Sales and Customer Success. You’ve heard the calls to “align GTM” and...

I’ll never forget one of my earliest wake-up calls in Customer Success. We were onboarding a string of new customers who were wildly...

While most companies are focused on aligning Customer Success and Sales, I’ve been quietly and intentionally building something even more...

Early in my Customer Success career, I had a bad habit. I blocked expansion conversations at the first sign of risk. If a customer wasn’t...

When used correctly, a RACI can bring much-needed clarity to a cross-functional team. But when misused? It becomes a weapon — one that...

As a leader, stepping away from the day-to-day grind can feel like a luxury. But it’s in those moments of reflection and alignment that...

In the world of Customer Success, there's a quality that often goes overlooked but can make a world of difference: being easy to work...