Agent babysitting

the dream rarely talked about

your move, chief

There's nothing more powerful than a veteran operator armed with AI.

beyond single-player AI

Most customer success leaders aren't behind on AI because they lack effort. They're simply running the wrong version of the playbook.

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.