Insights
Technical thought leadership on Customer Success operations, AI automation, health scoring, and Net Revenue Retention. Written by practitioners, not marketers.
Stop Measuring NRR as One Number — Break It Down by Product
Most CS leaders track Net Revenue Retention as a single company-wide metric. One number. Board slide. Done.
Read article → AI & Data ArchitectureYour CS Team Isn't Ready for AI — Your Data Architecture Is the Problem
Every CS leader I talk to wants AI. Automated risk scoring. Account synthesis. Predictive churn. The pitch writes itself and the tools exist.
Read article → Health ScoringYour Health Scores Are Color Coding, Not Prediction — Here's How to Fix That
I've audited health scoring setups at dozens of B2B SaaS companies. Most of them have health scores. Almost none of them have predictive health scores.
Read article → AI AutomationBuild This: An AI Morning Briefing That Tells Your CSMs Where to Focus
Here's how most CSMs start their day: open the CS platform, scroll through their portfolio, scan dashboards, check email for customer responses, peek at the...
Read article → Revenue IntelligenceYour CRM Can't Forecast Renewals — Here's What Can
Ask most SaaS companies how they forecast renewals and the answer is some version of: "We have a Salesforce report that shows upcoming renewals and the rep...
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