The Journey Newsletter
Sharing my story from CSM to CCO, because no one should feel alone on their journey.
Join over 16,000 professionals who have signed up to hear real and relatable stories, expert advice from a c-level executive, and gain access to resources to help make them better Customer Success professionals and leaders.
Take a look at what I’ve created
The Journey is a newsletter for Customer Success practitioners and leaders who want to do the work better and think more strategically about the impact they’re driving. It’s where real stories, hard lessons, and practical insights come together to help you navigate the day-to-day realities of Customer Success.
This isn’t theory. It’s lived experience, shared honestly.
How This Newsletter Started
The Journey started because I kept having the same conversations over and over again. With CSMs trying to figure out how to be more proactive. With leaders navigating scale, churn, and pressure to do more with less. With teams who knew something wasn’t working but didn’t quite know how to fix it.
I wanted a place to share what I’ve learned over 14+ years in Customer Success. The wins, the failures, the uncomfortable moments, and the decisions that actually moved the needle. The Journey became that space.
How It Will Help You
Each issue is designed to give you something you can actually use. You’ll find:
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Real stories from the front lines of Customer Success and leadership
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Practical lessons and frameworks you can apply immediately
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Honest perspectives on what’s working, what’s not, and why
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Guidance to help you think more strategically about your role, your customers, and your impact
Whether you’re an individual contributor or a leader, the goal is the same: clarity, confidence, and progress.
Why You Should Subscribe
If you’re tired of surface-level advice and recycled playbooks, this is for you. The Journey is for people who want to think deeply, ask better questions, and build Customer Success programs that actually work.
Subscribe if you want insight grounded in experience, conversations that challenge how you think, and lessons you can carry with you throughout your career.
Kind words from some of our subscribers
"Excellent! A really good reminder going into 2026, thanks for putting into words a topic that can be difficult to communicate to team members sometimes."
"This was such a great read - it really resonated with me. Thank you!"
"Wow, this resonated deeply with me. I was THAT CSM a few years ago, trying to do everything by myself, playing the role of technical support, product manager, DevOps engineer, and CSM all rolled into one, until burnout hit."
"OMG, I love this email so much!! I literally read every word! This is going into my saved emails!"
Check Out the Latest Issues
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