Customer Success Episodes

Customer success has an identity crisis. The people who do this work are the hardest workers and most customer-centric people in any company — yet they're treated like the JV team, handed ratty playbooks, and told to figure it out. Then leadership wonders why there's churn. These episodes explore what it actually takes to make customers successful: showing measurable value, building trust through relentless curiosity, fixing the broken handoff from sales, and creating the structure that lets CSMs do their best work instead of twisting themselves into pretzels just to get through the next renewal.