Every essay, by year.
A chronological record of past essays.
2026
Treat CS Like a Product: Why Process Mapping and Documentation Must Precede Your AI StrategyNobody Needed ThatThe Commodification of Virtue: Why "Kindness" is a Systemic Failure, Not a StrategyThe Onboarding Mirage: Why Feature Tours Fail and How to Design for Customer Outcomes in the First 90 DaysSurviving the Tech WinterFrom Trusted Advisor to Systems Architect: How AI Is Reshaping the CSM Career PathStop Asking, Start Prescribing: The ‘Outcome Architecture’ Framework for High-Performing CSMs
2025
Defining the ‘Human-Led’ Zone: Identifying Moments That Require Unfiltered Human Judgment in a Tech-First WorldStop Blaming Customer Success for ChurnThe Customer Success Burnout CycleIs Your GTM Enablement Scalable, or Just Barely Standing?Adapting to AI and Evolving Customer Expectations in CSCustomer Success Management Needs a Hard ResetUnlocking Expansion Revenue: The Power of Discovery in Customer SuccessUncovering the Root Causes of Churn Through 5-Why AnalysisStop Automating Broken Processes: A 3-Question Framework for Effective Customer Success AutomationThe Essential Guide for Customer Success ManagersIs This the Right Customer Success Role for You?From Junk Drawer to Revenue Driver: Defining the Purpose of Your Customer Success TeamMulti-threading for CSMs: De-risking Renewals & Driving Expansion