Customer Success is
being rewritten

Every Sunday, 5,000+ CS executives receive strategies, frameworks, and AI playbooks that reshape how SaaS companies retain and grow customers.

Trusted by people who work at companies like

how to scale trust

Scaling isn't just about automation. Discover how to strategically deploy tech & people to build trust across all segments.

empathy isn’t a job 💚

Empathy and relationships do matter. A lot. But only in the context of doing a specific job for the customer.

Is CCO the new COO?

Today’s CCO is not only the voice of the customer but also an architect of the company’s operational strategies. The CCO who steps into a COO-like role will be the one leading the charge in shaping the future of customer-focused businesses.

MOST RECENT PODCASTS

EP005: Building Predictive Customer Success with AI w/ Justin Chappell

Justin Chappell breaks down the shift from proactive to predictive CS, how OneTrust cut onboarding from 44 days to 8, and the four new roles every AI-first CX team needs.

EP004: Consensus on GRR, none on Customer Success

CS teams are a mess of three-way splits—where they report, how they're paid, where they sit on the P&L. We break down the data and argue for a clearer path.

EP003: Context is King

AI agents are only as good as the context they have. We break down why enterprise software becomes more valuable—not less—and where deterministic workflows still beat AI.

You’re in the right place.

Understand how AI agents, automation, and copilots are changing the CS operating model
Frameworks for deploying AI across onboarding, support, and renewals
See how top SaaS teams are using AI to scale customer outcomes without scaling headcount
Build your path to the C-Suite and know that AI fluency is now table stakes for customer leaders

Trusted by over 5,000 leaders

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Boaz Maor

Chief Customer Officer

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Chief Customer Officer

"Jay and Jeff have always been thoughtful about customer success. I trust that they put the time and energy into bringing new perspectives that I can be using to retain more customers.

Ziv Peled

Chief Customer Officer

ARTICLES

Podcast

EP005: Building Predictive Customer Success with AI w/ Justin Chappell

Justin Chappell breaks down the shift from proactive to predictive CS, how OneTrust cut onboarding from 44 days to 8, and the four new roles every AI-first CX team needs.

Podcast

EP004: Consensus on GRR, none on Customer Success

CS teams are a mess of three-way splits—where they report, how they're paid, where they sit on the P&L. We break down the data and argue for a clearer path.

AI & Digital CS

why point solutions are dying

Core platforms will survive. But point solutions are about to suffer at the hands of AI.

Podcast

EP003: Context is King

AI agents are only as good as the context they have. We break down why enterprise software becomes more valuable—not less—and where deterministic workflows still beat AI.

Leadership

the “Frankenstein” role is dead

The traditional CSM role is obsolete. Here is the math on why it's failing and what should replace it.

Podcast

EP002: Death of the Coverage Model

The coverage-based CSM model is dying—and now predictive, signal-driven customer success will replace it.

Customer Success is
being rewritten