Principles for Smarter Customer Success


Recent Writing

Recognize Small Victories

Working directly with customers can be a grind. It’s important to highlight small victories as they give teams an important boost.
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Cleaning Up Documentation

The foundational work of documentation is so important for customer success. This is a great time of year to evaluate your docs and processes.
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What Is Customer Success?

If you want your software (and your SaaS company) to be a success, your customers’ experience needs to be front and center.
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Quieting the Tumult Between Your Ears

As the world outside our control gets grimmer, it’s easy to let our thoughts run wild. The noise in our mind can become deafening. Here’s how I work on quieting it.
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The Value of Rituals

I love the quirky rituals of baseball. We all need some rituals in our work life as well. Rally caps on the next Zoom meeting!
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We All Need Beard Oil Sometimes

While some of us literally need beard oil, all of us need figurative beard oil from time to time. Call it 80/20, optimization, or a life hack; there are often little things that can make a big difference.
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Foundational Work is a Long Term Investment

Like compound interest and other long-term strategies, making time for foundational work pays huge dividends over time. Make time in your work for it and you’ll be surprised at the difference you see.
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