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I’ve shared an excerpt from my book, The Strategic Customer Success Manager , and provided a few additional resources. The book has been...

Welcome Book Clubs! This guide is designed to help customer success teams, leaders, and individuals explore the core ideas in The...

Communicate, communicate, communicate, communicate… and then communicate again. Did I make my point? If there’s one thing that has stuck...

Who are the people who helped you push through when things felt impossible? Who nudged you toward the path you’re on today? In Customer...

At some point, every Customer Success professional has probably wanted  to say something like this to a client: “It’s your fault you...

“ The playbook the CS industry has been waiting for ”. This is one of the more than 100 global reviews that were written about my book,...

Let’s be honest—if you’ve ever led a customer success team, you’ve probably heard this one before: “I want your job.” I’ve heard it from...

I don’t love frameworks. In fact, I’ve spent most of my career quietly resisting them. I studied history, not management theory. I trust...

Sundays are a strange blend of relaxation and anxiety. You might love the downtime—but that creeping feeling of the week ahead? It’s...

This week was filled with many emotions. As I started my day, I did what I've been doing for many years now - a moment of reflection. A...

As I review all the book content that ended up on the cutting room floor, there is one story I wanted to share. It's a lesson that I...

March 11, 2020, was a warm and sunny day with a beautiful blue sky. I had just enjoyed a relaxed lunch at a sushi restaurant just north...

“How do I get into customer success?”. This is a question I hear frequently. It’s not surprising, given that the profession of customer...

After helping to create a number of high-performing customer success organizations, I've narrowed down the success of these teams and...

Learn about the real reasons why many CSMs struggle to gain executive visibility, influence account strategy, and drive meaningful impact.

Creating a culture of storytelling within your customer success organization helps share your wins as well as areas to improve.