After almost two decades working in software I felt it was important to share what I’ve learned regarding a number of topics. This is by no means the only way to lead or run a team, but I’ve found working at a number of different companies, in a number of different industries that these best practices served me quite well. For any prospective employers, these pages can provide some insight into how I run my teams and how I integrate myself into an organization. They include my viewpoints on People Leadership, building out a Customer Success Engagement model, how to build out a revenue driven success team, as well as many more.
If this provides ANY support for anyone in need, I’m more than happy with that end result.
CS Leadership for Scale
Why I Prefer B2B SaaS Startups in the $20–$50MM ARR Range
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
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
Why Hybrid work sucks for building a successful team
Maintaining a Positive Mindset
Coaching & Mentoring CS Managers: Building Leadership Layers Under You
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 