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Every Sunday, 4,900+ CS executives get what the dashboard leaves out. Real strategies. Real failures. The AI playbooks that are actually working right now.
We've sat in the board meeting where the CFO asks about net revenue retention and someone still answers with an NPS score. We've built the QBR deck that took three days and changed nothing. We've watched CS orgs add headcount every year and get weaker, not stronger.
Most of what gets published about customer success is written by people who stopped doing the job years ago, if they ever did it at all. So we started writing down what we were actually seeing instead.
A few things we believe. We won't soften them for the sake of a comfortable take.
CS owns revenue. Not a support ticket for it.
A dashboard can't smell a renewal going bad. Proximity to the customer can.
Judgment beats another playbook every time.
AI won't replace the CS leaders who use it. It will replace the ones who don't.
If we couldn't test it on a live renewal this week, it doesn't belong here.
Read it, listen to it, or show up and post in it. Start wherever makes sense. Most people end up doing all three.
Short, contrarian, practical essays on what's actually changing in CS. No fluff, no vendor pitches.
Conversations with CS leaders who are actually building — not evaluating vendors, building.
Post, tag your stack, find the three people at your level actually solving your exact problem, and show up to the monthly live session.
"It takes a lot for something to make it into my morning routine -- this newsletter has become an essential part of my routine. The insights are on point."
Redirect Health"Let's not be hyperbolic, a newsletter can't change your life, but CCO.io has become a trusted source for me. Something I look forward to seeing in my Inbox."
Instructure"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."
AppsFlyerJeff runs CS at Junction. Jay runs Balboa. Neither of us stopped operating to become a talking head about it.
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