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
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.