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Insights & Field Notes

From the Field,
Not the Whiteboard.

Practitioner-written perspectives on signal-driven Customer Success, operating model design, and the commercial future of CS.

Signal-Driven Leadership Is Bigger Than CS
Latest Article
Leadership

Signal-Driven Leadership Is Bigger Than CS

CS Signal OS was built to fix an aggregation problem inside Customer Success. The pattern underneath it belongs to every function that has to convert information into a decision before it's too late to matter.

Russ Penning
11 min read
What a CS Operating Model Actually Contains
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.
14 min read
The Commercial CSM
Leadership
The Commercial CSM
A new operating standard for CS leaders who own revenue outcomes, not relationship scores.
12 min read
Renewals Are Lagging Indicators
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.
10 min read
Revenue Leaders Don't Have a Visibility Problem
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.
LinkedIn Article · 8 min read
Signals, Decisions, and Authority
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.
LinkedIn Article · 7 min read