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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: #24 So Long, Scaries
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,...
5 days ago2 min read
The Journey: #23 All Systems Go
When I started my career as a CSM, everything felt manageable. I had a book of business, a list of clear priorities, a schedule that I...
Jun 83 min read
The Journey: #22 Rev Rec Needed
When I first got into Customer Success, my team didn’t own a dollar. No renewals. No expansions. No upsells. Just pure, value-driven...
May 312 min read
The Journey: #21 The Early Arrival
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...
May 262 min read
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...
May 182 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: #14 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: #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: #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: #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
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