Practical writing on Customer Success operating models, scaled CS, and where AI-assisted work actually fits, from 25 years of running it.
The teams that get something real out of AI can answer five questions before they build anything. The teams that stall can't answer two of them. Here are the five, and what a bad answer costs you.
I design AI-assisted CS workflows with client teams. So when I tell you AI probably won't fix your CS problems, at least not yet, I'm not being contrarian. I'm telling you what I see every week.
A SaaS company at $10M ARR. A CS team grinding hard every day. Churn is creeping. The board is asking questions. The team isn't the problem. The system is.