Scaling Customer Success
Janine SneedWhat I've Learned about leading Customer Success
| Platform |  | Pricing | Only free issues | Publishes | Weekly |
|---|---|---|---|---|---|
| Issues | 18 | Founded | 4 years ago | Last Issue | a year ago |
| Active | |||||
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janinesneed.substack.comLatest Issues
# 16 | What Dubai Chocolate and AI Agents have in common
Dubai Chocolate, a scrumptious, viral style of chocolate famous for it’s rich, outer shell and yummy, pistachio, creamy filling.
My neighborhood pet store sits conveniently next to a coffee shop called, Soul Cups. I made my way to the pet...
#15 | The Technical CSM
Bain published an article a few months ago on Why Software companies are failing at Customer Success. I believe the research has merit so let’s dive in.
Bain’s premise is that NRR has fallen in ~75% of software companies, because there’s...
The Essential Skills of CS Leader
Last week, one of our CSM Market Leaders asked me for a job description with key skills for a CS Leader. Here are my thoughts applying to CS Leaders: execs and non-execs.
Let’s rally around this framework.
Thanks for reading Scaling Cus...
#13 | How CSMs evolve with Generative AI
I’ve read a few fear mongering blogs recently about jobs being totally wiped out, including CSM, because of Gen AI. These articles aren’t productive. I believe roles will evolve due to Gen AI and many manual, mundane tasks will be automate...
#12 | 2024 Customer Success Predictions
It’s time once again for my 2024 Customer Success Predictions. My one word for 2024 is “scale”. Customer Success Leaders will leverage technology, including AI and automation, as well as the channel to achieve greater economies of scale.
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Obsessed about Customer Success and PS | Boy Mom | Mountains | Running | Just be better than yesterday
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