Leadership

Executive-level content on strategy, decision-making, communication, and building world-class CS organizations. Perfect for CCOs looking to elevate their leadership.

Leadership

Feb 15, 2026

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4 min read

the 2026 CCO org chart

The old blueprint is obsolete. Here is the new CCO org chart for the AI era.

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.

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The traditional CSM role is obsolete.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.

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

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.

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.

Leadership

the 2026 CCO org chart

take advantage of status quo

the “Frankenstein” role is dead

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

Is CCO the new COO?

how to scale trust

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?

that “green” account might be churning...

it’s not about your product

See you in your inbox this Sunday