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.
| Platform |  | Pricing | Only free issues | Publishes | Weekly |
|---|---|---|---|---|---|
| Issues | 42 | Founded | 3 years ago | Last Issue | 6 days ago |
| Active | |||||
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successvp.substack.comLatest Issues
The Frontier Is Moving From the Model Lab to the Customer
📅 Moment 2026: NYC Customer Success Week is back on October 6 at Convene, 225 Liberty Street — 700+ post-sales leaders, operators, and builders, and 40+ speakers from Anthropic, OpenAI, GitHub, Figma, MongoDB, and more, all working through...
Customer Success Moved to the Edge
I love YC Demo Day. There’s no better place to get a pulse on the future than listening to founders explain what they’re building and why it can exist now. This Summer ‘26 batch left me particularly excited, both about the companies and abo...
The Brain Behind a 90% Resolution Rate
📅 Moment 2026: NYC Customer Success Week is back on October 6 at Convene, 225 Liberty Street — 700+ post-sales leaders, operators, and builders, and 40+ speakers from Anthropic, OpenAI, GitHub, Figma, MongoDB, and more, all working through...
Same Map, Two Altitudes
We’ve been writing about the same role from opposite ends of it.
One of us spends his weeks inside the deployment — embedded with customers, doing the unglamorous archaeology of getting an agent to read a system that was never built to be...
The Four Metrics I'd Instrument First
Last time, I told you who to hire to engineer context and correctness. The obvious next question: how do you know they’re working? You instrument it — and most CS leaders are about to instrument the wrong things.
Third and last in this ser...
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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.
Co-Founder & CEO @ Genera | Building the future of enterprise software deployments
Forward Deployed Engineer. I write FDE Hub, on the craft of deploying AI in real businesses. Before this: trained 4,000+ engineers globally, bootstrapped a startup for six years, built NLP systems processing 1M+ emails a day.
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