Latest Article
Analysis
What a CS Operating Model Actually Contains
Most CS organizations have a journey, a playbook, and a tech stack. Very few have a shared way of turning information into decisions.
Insights & Field Notes
From the Field,
From the Field,
Not the Whiteboard.
Practitioner-written perspectives on signal-driven Customer Success, operating model design, and the commercial future of CS.
Leadership
The Commercial CSM
A new operating standard for CS leaders who own revenue outcomes, not relationship scores.
Analysis
Renewals Are Lagging Indicators
By the time a renewal is at risk, the signal was visible weeks earlier. Why CS teams need to move upstream.
Leadership
Revenue Leaders Don't Have a Visibility Problem. They Have an Intelligence Problem.
Revenue leaders aren't short on data. The gap isn't visibility. It's the infrastructure to connect, interpret, and act on customer signals before outcomes are already at risk.
Field Guide
Signals, Decisions, and Authority: How Customer Success Must Be Redesigned
Modern CSMs are accountable for revenue outcomes they don't control. That's not a performance problem. It's a system design problem.