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 | 192 | Last Issue | 13 days ago | Active |
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chiefcustomerofficer.ioLatest Issues
Agent babysitting
Most of the "agents" running in CS orgs right now aren't agents.
They're automated tasks that happen to run on an LLM.
I get why. Every vendor is selling agents. Every board deck has a slide. Your team is under pressure to show something...
the dream rarely talked about
No “customer success” this week. It's July 4th weekend, and with the country turning 250 I've been feeling a little nostalgic — so instead, I want to tell you a story (something I researched).
In the fall of 1809, Benjamin Rush wrote a le...
your move, chief
Your Move, Chief
The people who will extract the most value from AI are not the people who understand it best.
That's a hard argument to make in a world that keeps promoting the prompters and the builders and the people who can ex...
beyond single-player AI
Most customer success leaders are not behind on AI because they’re not trying.
They’re just running the wrong version of the playbook.
Here’s what’s actually happening inside most customer success organizations right now. Individual CSMs...
the cobra effect
I read a fascinating take recently in this Substack article: “We optimize what we can measure, not what we actually want to achieve. We hope and pray that these are the same thing, but they often aren’t. We want to build good products, but...
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