Chief Customer Officer
Jay Nathan, Jeff BreunsbachCustomer Success is being rewritten. Receive strategies, frameworks, and AI playbooks that reshape how SaaS companies retain and grow customers.
| Platform |  | Pricing | Only free issues | Publishes | Twice weekly |
|---|---|---|---|---|---|
| Issues | 187 | Last Issue | 5 days ago | Active |
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chiefcustomerofficer.ioLatest Issues
what 600 CS leaders are actually building with AI
Most AI content in customer success is purely hypothetical.
You read frameworks for what teams could do. You scan takes on what automation might mean for the role. You see thought leadership dressed up as strategy.
We did something differ...
don't call it a comeback
Enterprise SaaS stocks are showing signs of a comeback, but...
LL Cool J, 1990
The public market data confirms a rebound. Take a look at the image below, which tracks IGV, an index fund of enterprise software stocks. The chart shows a gai...
the five-company breakdown
Five SaaS companies went public between April 2024 and August 2025.
All five had strong retention. All five ran land-and-expand plays. All five called customer success a strategic priority.
But their models look nothing alike.
I went thr...
why instinct fails at two thousand accounts
Most Customer Success teams hit a scale wall before they even realize they’re running into it.
At twenty accounts, a great CSM holds the entire portfolio in their head. They know who’s thriving, and they know who’s quietly planning to leav...
the great role collapse
Our friend Chad Horenfeldt recently wrote about killing the CSM role at Avoca.
They didn't do it because customer success doesn't matter. They did it because the traditional model is too slow for the AI era.
At an AI-native company, the p...
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