Founder-Led Customer Success
John at SuccessVP, CJ Gustafson, Will PattersonI’ve scaled CS from $1M to $300M ARR, backed breakout startups, and advised early-stage founders. Here, I share how AI is reshaping GTM, how CS is evolving, and what it takes to build a truly customer-centric company.
| Platform |  | Pricing | Only free issues | Publishes | Weekly |
|---|---|---|---|---|---|
| Issues | 35 | Founded | 3 years ago | Last Issue | a month ago |
| Active | |||||
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successvp.substack.comLatest Issues
Outcome Metrics 1.0
The Case for New Metrics
For most of software history, the product and the work were separate things. You bought software to help you do work. Whether it helped — and how much — depended on how well you implemented it and how thoroughly...
Customer Success is a Wrapper
📅 Customer Success Meetup: We’ll be in Boston on April 16, NYC on April 21, and back in the Bay Area hosting the Forward Deployed Summit at SaaStr in San Mateo on May 13. Hope to see you there.
Customer Success exists to cover the...
Customer Success After SaaS
The CS leader who survives this cycle won’t be the one who made their team more productive. It will be the one who understood what they were actually competing against.
Most of the conversation around AI in Customer Success is about tools...
Learning at the Speed of Growth
🤝 Next Meetup in San Francisco: 📅 March 3 at 5:30 PM📍 Intercom Office, 55 2nd Street, 4th Floor, San Francisco, CA. Sign up 👉 Customer Success Meetup and join our community page on Gradual so that you know about all our ‘26 Meetups.
S...
Forward-Deployed Engineering and the Hard Problem of AI-Native Teams
AI-native companies are forcing a rethink of how teams are structured after the sale: how customers are deployed, how value is realized, and how learning flows back into the product. What’s emerging is not a single playbook, but a set of or...
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Authors
The writers behind this newsletter.
I’ve scaled CS from $1M to $300M ARR, backed breakout startups, and advised early-stage founders. Here, I share how AI is reshaping GTM, how CS is evolving, and what it takes to build a truly customer-centric company.
Tech CFO | Writer behind Mostly Metrics + Looking for Leverage | Miller Lite Enthusiast
Co-Founder & CEO @ Genera | Building the future of enterprise software deployments
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