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.

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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

The Wisest Person in Your Company You're Not Talking To

Jon argues that the law department's job isn't to say no — it's to pave the road so the business can move fast.

What we're building today w/ AI

Just a real conversation about what they've each been building with Claude Code and Claude Cowork over the past few weeks, and what it's revealing about the future of software, teams, and CS.

AI Predictive Customer Success 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.

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

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Chief Customer Officer

ARTICLES

Podcast

The Wisest Person in Your Company You're Not Talking To

Jon argues that the law department's job isn't to say no — it's to pave the road so the business can move fast.

AI & Digital CS

solving AI's productivity problems

7 key steps for using AI to reduce bottlenecks and increase productivity.

Podcast

What we're building today w/ AI

Just a real conversation about what they've each been building with Claude Code and Claude Cowork over the past few weeks, and what it's revealing about the future of software, teams, and CS.

Leadership

the 2026 CCO org chart

The old blueprint is obsolete. Here is the new CCO org chart for the AI era.

Leadership

take advantage of status quo

Sales teams wake up every morning fighting the status quo. You should be using it to win.

Podcast

AI Predictive Customer Success 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.

Customer Success is
being rewritten