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
Jack/Jill of All Trades to Specialized Roles: When and How to Evolve Your Customer Success Team
As your business scales, generalist CS roles become a liability. Here's a two-part framework — customer journey mapping + team activity audits — to know when and how to specialize.