Build Measured Success: CS Frameworks, Metrics & Leadership
Practical writing on running Customer Success: how to measure it, how to scale it, and how to lead the people who do the work. It comes from years of running CS teams in B2B SaaS.
Customer Success
Metrics, health scoring, journey mapping, segmentation, playbooks, and the retention and expansion work that follows.
Leadership
Building, scaling and leading CS teams: coaching, accountability, career paths and culture.
5 Customer Success Playbooks Every Growth-Stage Company Needs
The five Customer Success playbooks to build as you grow: onboarding, adoption, renewal, churn risk, and advocacy and expansion.
Customer Success Metrics That Actually Matter
Which CS metrics tell you something useful about retention and growth, which are vanity numbers, and how to report them.
How to Scale Your CS Team Without Losing the Personal Touch
Growth puts customer relationships at risk first. How to segment, automate the right tasks and keep the personal touch as your CS team grows.
How to Build a Customer Success Health Score That Predicts Churn
Most health scores describe churn after it happens. How to pick inputs, weight them and check the score against real renewals.
A Customer Journey Mapping Framework for SaaS
A five-stage customer journey framework for SaaS, from onboarding to advocacy, with steps to build the map and mistakes to avoid.