Jay Nathan

Mar 15, 2026

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3 min read

why 80/20 is wrong

Most success comes from the work nobody sees. Here's how to avoid the trap of the flashy 2%.

Mar 8, 2026

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5 min read

stop mapping the wrong journey

Most SaaS companies have built a detailed map of their internal operations and quietly convinced themselves it’s the same thing as a customer journey. It’s not.

Leadership

Feb 8, 2026

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2 min read

take advantage of status quo

Sales teams wake up every morning fighting the status quo. You should be using it to win.

AI & Digital CS

Jan 25, 2026

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4 min read

why point solutions are dying

Core platforms will survive. But point solutions are about to suffer at the hands of AI.

Leadership

Jan 18, 2026

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4 min read

the “Frankenstein” role is dead

The traditional CSM role is obsolete. Here is the math on why it's failing and what should replace it.

Metrics & Unit Economics

“tell me about a time you disagreed with the CEO”

Jan 11, 2026

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4 min read

“tell me about a time you disagreed with the CEO”

This simple question reveals if a candidate has the judgment to protect the customer and the business.

Leadership

Jan 11, 2026

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11 min read

Is CCO the new COO?

Today’s CCO is not only the voice of the customer but also an architect of the company’s operational strategies. The CCO who steps into a COO-like role will be the one leading the charge in shaping the future of customer-focused businesses.

Leadership

Jan 4, 2026

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4 min read

how to scale trust

Scaling isn't just about automation. Discover how to strategically deploy tech & people to build trust across all segments.

CS Operations

Dec 21, 2025

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3 min read

stop calling your CSMs “support”

If you introduce them as 'white-glove support,' don't be surprised when they get treated like a help desk.

CS Operations

Dec 14, 2025

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3 min read

stop doing the “dirty work” for free

Customers will pay you to do the things they can't or won't do. Here are 4 service offerings you can launch today.

Leadership

digital is a strategy (not a department)

Dec 7, 2025

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5 min read

digital is a strategy (not a department)

Move beyond "being proactive." How to use AI models and agents to future-proof your retention.

Leadership

Dec 7, 2025

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6 min read

empathy isn’t a job 💚

Empathy and relationships do matter. A lot. But only in the context of doing a specific job for the customer.

Leadership

Nov 30, 2025

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4 min read

product dev has it. you need it.

25 years into SaaS, most CS teams still can't access the product data they need. Here are the 3 massive costs of this disconnect.

Leadership

Nov 23, 2025

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4 min read

are you playing the wrong game?

Your strategy might be perfect for customers but wrong for your owners. How to align your CS playbook with your company's financial reality.

Metrics & Unit Economics

how to prove your CS team isn’t a cost center

Nov 16, 2025

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3 min read

how to prove your CS team isn’t a cost center

This simple metric provides a tangible way for CS to contribute to growth and prove its ROI to the board.

CS Operations

why your “catch-all” CSM is killing your scale

Nov 9, 2025

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4 min read

why your “catch-all” CSM is killing your scale

The 'jack-of-all-trades' CSM is a liability as you grow. Here's how to refocus the role for impact.

Metrics & Unit Economics

that “green” account might be churning...

Nov 2, 2025

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3 min read

that “green” account might be churning...

Why automated health scores are failing enterprise CS teams and what metrics truly matter for forecasting.

CS Operations

Oct 26, 2025

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4 min read

forget roles. focus on expertise.

Stop focusing on org charts. Discover the four essential categories of expertise your customers need to succeed.

CS Operations

Oct 19, 2025

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3 min read

what’s your team’s “Top 5”? (ask them!)

Information gets watered down. Discover a surprisingly simple way to get unfiltered insights from your CS team.

Leadership

Oct 12, 2025

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4 min read

it’s not about your product

Your CS team knows your product inside and out. But that might be the problem. Here's what they're missing.

Customer Outcomes

Sep 28, 2025

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3 min read

stop automating everything

The push for tech-touch is causing leaders to abandon what works. Discover the high-touch motions that still drive elite retention.

Sep 21, 2025

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4 min read

the new rules of digital experience

The future of customer experience is digital. Discover the key differences between the companies that will win and those that will be left behind.

Sep 14, 2025

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4 min read

are you leading from a dashboard?

Dashboards and reports are proxies for reality. Discover why getting unfiltered insights is more critical than ever.

Aug 3, 2025

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5 min read

the new oil

the constraint advantage: doing more with less in CS

Jul 27, 2025

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6 min read

the constraint advantage: doing more with less in CS

When you can't hire your way out of a problem, you're forced to find clarity. Discover the 3 levers that turn constraints into an advantage.

Jay Nathan

why 80/20 is wrong

stop mapping the wrong journey

take advantage of status quo

why point solutions are dying

the “Frankenstein” role is dead

“tell me about a time you disagreed with the CEO”

Is CCO the new COO?

how to scale trust

stop calling your CSMs “support”

stop doing the “dirty work” for free

digital is a strategy (not a department)

empathy isn’t a job 💚

product dev has it. you need it.

are you playing the wrong game?

how to prove your CS team isn’t a cost center

why your “catch-all” CSM is killing your scale

that “green” account might be churning...

forget roles. focus on expertise.

what’s your team’s “Top 5”? (ask them!)

it’s not about your product

stop automating everything

the new rules of digital experience

are you leading from a dashboard?

the new oil

the constraint advantage: doing more with less in CS

See you in your inbox this Sunday