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

I perform my best when I have a clear goal and a plan. I’m an executor. A rule follower. A do-the-work-and-get-it-done kind of person. When I was in college, I chased A’s. I remember graduating with a 3.98 GPA because of one single A- in a journalism class, and I was furious. I missed my goal. Still Summa Cum Laude, still an incredible GPA, but in my head… not the goal. During my senior year, I landed my first job before graduation. My professors told me that if I completed a

We spend so much time talking about customer journeys, business outcomes, and retention strategies but what about our own team’s...

For years, we’ve been haunted by a number. Not a retention target. Not a CSAT score. Not even NRR. I’m talking about the mythical $2...

It used to hit me like clockwork. Sunday. 3:00 PM. That slow build of dread. The “Sunday Scaries” creeping in like a fog. But one Sunday,...

For years, I let my calendar — and my inbox — dictate my priorities. Back-to-back meetings. Constant pings. A never-ending to-do list. I...

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...

It's still early January so I'm going to continue to talk about goals. Specifically customer goals. Everyone will always talk about how...