I build practical AI-powered lifecycle systems that help Customer Success teams identify risk, drive adoption, and surface expansion opportunities across large customer bases.
WIP: Need to update below.
CS Leadership for Scale
The Only Skills that Matter: Accountability and Organization
How to Differentiate Yourself as a Customer Success Leader in 2025
Strategy Is No Longer Enough in B2B SaaS
How to Scale CS When You Have a Full-Cycle Team
Enterprise Customer Success Isn’t a Role You Declare. It’s One You Grow Into
How to build a CS team with less than 0% infrastructure
Turn an Org Around in 60 Days: B2B SaaS Customer Success
Improving an Underperforming Team: How to Drive Change Without Burning Everything Down
Incentives in Customer Success: Why Motivating Post-Sale Teams Is Different
Why I Prefer B2B SaaS Startups
If You Don’t Trust Your Leadership Team, Nothing Else Matters
Getting Oversold in a Job Interview: Why It Happens, How to Spot It, and How to Protect Yourself
What I Usually See When I Join a new Customer Success Org
What 9 jobs in 19 years taught me about Work, Business and Life
Being a Husband Has Made Me a Better Man
Becoming a Father Made Me a Better Manager
Managing a Two-Career Household: The Competing Priorities No One Talks About
When Your CS Team Lives in the Fire: How to Build a Sustainable Customer Success Culture
Decision-Making Under Uncertainty
Strategic Stakeholder Management: Navigating internal politics
Helping Customers Navigate Change: Onboarding a New Stakeholder
Managing Up: The Leadership Skill No One Teaches You
Being the “New Guy”: Working with a team that doesn’t want you there
What Do You Do If You Don’t Like Your Boss, or You Really Despise a Co-Worker.
Why Hybrid work sucks for building a successful team
Maintaining a Positive Mindset
Coaching & Mentoring CS Managers: Building Leadership Layers Under You
Defining Personal Success: What I Actually Want From Life
Fear & Regret: The Two Emotions You Carry Everywhere
Cross-Functional Collaboration
Building Cross-Functional Alignment (Sales, Product, Marketing, CS) to Deliver on Customer Outcomes
Reverse Engineer a Customer Problem
Using AI to optimize your workflows
Job Hopping in 2025: Why the Old Rules No Longer Apply
Getting People to Perform Better
Scaling CS Operations
You need to Rebuild Onboarding Every 6 Months
Onboarding: Turning Bottlenecks into Acceleration
Customer Account AllocationKPIsKPIs
KPIsKPIsKPIs
Using Customer Success SoftwareKPIsKPIs
Transfer Customer Info from a Spreadsheet to a CRMKPIsKPIs
Creating a Customer HealthscoreKPIsKPIs
Using Gong.ioKPIsKPIs
Creating a Knowledge BaseKPIsKPIssin
Customer Success Engagement Model
Challenges are OpportunitiesKPIsKPIsKPIsKPKPIsKPIsKPIsKPIsKKPIsKPIssin
How Focusing on Business Outcomes Improves Retention in Enterprise SaaSKPIsKPIsKPIsKPKPIsKPIsKPIsKPIsKKPIsKPIssin
How Customers Perceive Value in Subscription Models: What Matters Most to ThemKPIsKPIsKPIsKPKPIsKPIsKPIsKPIsKKPIsKPIssin
Build a CS function Entirely with Chat GPTKPIsKPIsKPIsKPKPIsKPIsKPIsKPIsKKPIsKPIssin
Using a CRM or Customer Success SaaS ToolKPIsKPIsKPIsKPKPIsKPIsKPIsKPIsKKPIsKPIssin
Managing Revenue
Leading a Revenue-Focused Customer Success TeamKPIsKPIs
Leading with OutcomesKPIsKPIs
The Impact of Outcome-Based (Consumption) Pricing on the Customer Success FunctionKPIsKPIs
Q4 Is a Six Week Quarter: Why Urgency Matters More Than EverKPIsKPIs
Owning a Revenue NumberKPIsKPIs
Metrics & KPIs: Moving from Reactive to PredictiveKPIsKPIs
Objection HandlingKPIsKPIs
Discount RecoveryKPIsKPIs
Expansion: Driving Adoption Through DiscoveryKPIsKPIs
ForecastingKPIsKPIs
Managing a RenewalKPIsKPIs
Improve Customer Experience
Net Promoter Score (NPS) StrategyKPIsKPIsKPIsKPIsKPIsKPKPIsKPIsKPIsKPIsKKPIsKPIssin
Voice of the Customer ProgramsKPIsKPIsKPIsKPIsKPIsKPKPIsKPIsKPIsKPIsKKPIsKPIssin
Cultivating Customer Advocates: Turning Satisfied Customers into Partners and ReferencesKPIsKPIsKPIsKPIsKPIsKPKPIsKPIsKPIsKPIsKKPIsKPIssin
Customer Expectations: CFOs, Executives, and Budget OwnersKPIsKPIsKPIsKPIsKPIsKPKPIsKPIsKPIsKPIsKKPIsKPIssin
Customer Segment Playbooks
Drive Adoption with a Product User Admin
Drive Adoption with an Average User
Demonstrate/Maintain Value with a High ARR Account
Managing a First Year Customer
How to Nurture a Legacy Account
Customer Success Best Practice Playbooks
Customer Success Management 101KPIsKPIssin
Create a Success Plan with a new POCKPIsKPIs
Get Customer to Adopt a New or Different FeatureKPIsKPIs
Proactive Communication PlaybookKPIsKPIs
Value Maximization PlaybookKPIsKPIs
Troubleshooting and Support PlaybookKPIsKPIssin
Get Past a GatekeeperKPIsKPIs
Feedback Collection and Advocacy PlaybookKPIsKPIssin
Actioning NPS, CSAT, LTV PlaybookKPIsKPIssin
Robert Statsky 