Writing
Thoughts on customer success, CS career growth, and operating in B2B SaaS.
Churn Is a Trailing Indicator: Why Customers Leave Before They Tell You
By the time a customer says they're leaving, they usually decided months ago — which means most churn is lost long before anyone tries to save it.
Read more →The Technical CS Manager: Why Speaking Engineering Is a Superpower
The best customer success managers aren't always the most charming ones — often, they're the ones who can sit in a room full of engineers and hold their own.
Read more →What's In It for Them? A Customer Success Philosophy
In customer success, the most important question isn't what you want to say — it's what your customer actually needs to hear.
Read more →How to Build a CS Motion That Actually Prevents Churn
The most common mistake CS teams make is reacting to churn instead of predicting it. Here's the proactive CS framework I've used across multiple SaaS orgs.
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