Chief Customer Officer started as a way to write down what we were actually seeing in customer success — not what the vendor decks said. It grew into a newsletter, a podcast, and eventually Uncommon, the room where the readers who wanted to do more than read show up.
Head of Customer Success at Junction. Spent his career on the operating side of CS — Levelwing, Customer Imperative, Higher Logic, Spring Health — building CS functions from the ground up rather than consulting on them from the outside.
CEO of Balboa Solutions. Has spent his career helping SaaS companies build customer success functions that actually hold up at scale, across dozens of B2B software companies.
CS is being restructured by AI faster than most teams' org charts admit. We write and talk about what's actually changing — the CSM role, the data problem underneath it, the CCO role expanding toward COO-level scope — and Uncommon is where the people living through that restructuring compare notes in real time, instead of waiting for the next conference talk.
Uncommon is where the newsletter and podcast turn into an actual conversation with the people doing this work.