the cobra effect

When a measure becomes a target, it ceases to be a good measure.

what 600 CS leaders are actually building with AI

Six hundred customer success leaders watched their peers demo real tools built for real outcomes. No theory allowed.

don't call it a comeback

I've been here for years.

the five-company breakdown

Five SaaS companies went public with strong numbers. Their customer success models look nothing alike.

why instinct fails at two thousand accounts

At twenty accounts, gut feel works perfectly. At two thousand, it becomes an expensive liability.

the great role collapse

Relationship management is no longer a job description. In the AI era, it is just the starting point.

uncommon

the expansion was by design

Did your product team actually design for expansion — or did they just assume it would happen?

stop trying to delight your customers

Loyalty isn't built on delight. It's built on the absence of friction.