Founder-Led Customer Success
John at SuccessVP, Milos Mandic, 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 | 39 | Founded | 3 years ago | Last Issue | 24 days ago |
| Active | |||||
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successvp.substack.comLatest Issues
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...
The Two Jobs Every AI Deployment Creates
Last time, I argued that every working AI deployment meets two conditions — high context and verifiable correctness — and that in most domains, someone has to engineer both. I ended on a question: who, exactly, is that someone?
Second in a...
Context and Correctness
Ninety-five percent of enterprise AI pilots generate no return. Fifty-six percent of CEOs say they’ve seen no financial gains from AI at all.
The easy read is that the technology isn’t ready. It is. The bottleneck isn’t capability — it’s s...
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...
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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.
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.
Co-Founder & CEO @ Genera | Building the future of enterprise software deployments
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