The CS PRESS
Joshua VogelWhat it actually takes to build and run CS when the resources are thin, and nobody handed you a playbook.
| Platform |  | Pricing | Only free issues | Publishes | Twice weekly |
|---|---|---|---|---|---|
| Issues | 7 | Founded | 10 months ago | Last Issue | 8 months ago |
| Active | |||||
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AI gave you back 10 hours a week. What are you actually doing with them?
Everyone is talking about AI in customer success right now.
Transcription tools. Automated health scores. Predictive churn models. AI-generated QBRs. The pitch is always the same. Buy this tool, automate the boring stuff, and your team wil...
When to sell and when to shut up
There are two moments that taught me everything I know about revenue in customer success.
One nearly killed a deal. The other created one worth four hundred thousand dollars.
Both happened on customer calls. Both involved people on my tea...
Your product is not ready. That is not an excuse.
Every CSM at an early-stage SaaS company knows this feeling.
The customer signed up for a solution. What they got was sixty to eighty percent of one. The roadmap says the rest is coming. The customer does not care about your roadmap. They...
Your CSM doesn't know which revenue stream they own. Neither do you.
I walked into my first Director of CS role and got handed a number I didn’t fully understand.
NRR. 110 to 120 percent. Post-COVID. Board was happy. Leadership was happy.
I was happy.
Two years later, I realized that number had been lying...
You’re not ready for a playbook.
Everyone wants a playbook. Nobody wants to do the work that makes one.
I’ve walked into CS functions where the first thing leadership says is “We need playbooks.”
No customer journey mapped. No segments defined. No data. No process. But t...
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The writers behind this newsletter.
CS leader. Builder of programs from scratch. Navy veteran. Expat dad in Sydney. I write about what it actually takes to build Customer Success when nobody hands you a playbook. Creator of TORCHED. Publisher of The CS PRESS.
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