Best Practices and Thought Leadership
Bold thinking. Practical frameworks. Real operator experience. I write about customer success, product, sales, and AI — and the systems that make it all work together. Because growth lives in the connective tissue, not any single function.
In This Post
Breaking Up Is Hard to Do: When and How to Let a Customer Go
Not every customer relationship is meant to last forever. After leading customer success teams at Fortune 500 companies and managing P&L responsibility, I've learned that some customers may actually be holding your business back. Discover the Customer Fit Assessment Framework to identify misaligned customers who consume disproportionate resources, generate minimal margins, and pull your product roadmap away from strategic priorities. Learn how to execute professional customer breakups that preserve dignity while freeing up resources for better-aligned relationships. This strategic approach to customer portfolio management can improve team morale, enhance profitability, and help you build a more sustainable business focused on customers who truly benefit from your evolving strategy.
What Leading a Business Unit P&L Has Taught Me About Customer Success
Discover how product maturity should drive your customer success strategy. After 7 years in CS leadership and now managing a full P&L, I've learned that the most effective customer success teams adapt their focus based on where products sit on the maturity spectrum. Early-stage products need product-focused CSMs gathering feedback and shaping roadmaps, while established products benefit from sales-driven CSMs identifying expansion opportunities. Learn the framework for aligning your CS team structure with business objectives and product lifecycle stages to maximize retention and growth.