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Did your product team actually design for expansion — or did they just assume it would happen?
Podcast
Is the CSM role actually dead? Jay and Jeff unpack several articles recently to see the future of customer success.
Loyalty isn't built on delight. It's built on the absence of friction.
Why giving your team Claude isn't an AI strategy—and what to build instead
How CarParts.com used AI to innovate the customer experience.
A full AI-native CX rebuild
Are you asking your team to do two things that are fundamentally at odds? Here's why the "all-in-one" CSM is a liability.
The gap in Customer Success right now isn't capability. It's momentum.
