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There's a new CS playbook being written right now, and no one's going to hand it to you. Come learn it and build it with people doing the same job, not alone at your desk.
Customer success owns the revenue that already said yes. Not as a line reported to finance. Net revenue retention. Gross retention. Expansion. The number that funds everything else the business does. Manage that number from a dashboard and you're managing a fiction.
The leaders who win the next five years are the ones who extend their judgment with AI now. Real adoption, touching actual renewals, actual onboarding, actual QBRs. Not a slide about AI strategy. Judgment doesn't get automated. The busywork around it does.
We only publish what we've actually done. The newsletter finds the idea. The podcast pressure-tests it out loud. Uncommon is where you go build it, with people doing the same job, in real time.
A few things we believe. We won't soften them for the sake of a comfortable take.
Lean into AI and find ways to win with it.
Do things that don't scale. Not everything has to be a repeatable process.
Don't automate the trust out of your relationships.
Create consistency for your teams and your customers.
Know which team is your first team. It's the leadership room, not just your own department.
Go find the edge yourself. Nobody's handing you the AI playbook.
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.
The newsletter and podcast are free, and always will be. Uncommon is where CS leaders who read them show up to do something about it.
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