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A customer finishes onboarding, and every box on the checklist gets ticked off in order: account created, integrations connected, team invited, kick-off call held, training video watched. The onboarding manager closes the file and moves on to the next account, because there’s nothing left on the list to chase down. Ninety days later, that same […]

Picture a CSM’s book with thirty accounts in it. Every one of them gets the same onboarding email, the same thirty minute kick-off call, and the same quarterly check in, whether they are a solo developer testing the free tier or a six figure enterprise account that migrated over after three years on Pro. One […]

When everyone expects CS to own customer marketing on the side, both functions end up working harder with worse results. Here is a clear map of who owns what in post-sales, and where the overlap should be defined rather than improvised. Ask ten B2B SaaS leaders who owns customer references and you will get ten […]

Most CS leaders know the acronym. Fewer know exactly what moves the number. ARR, annual recurring revenue, is the figure that boards anchor board decks to, that investors use to size a business, and that finance teams return to whenever they’re trying to explain where growth came from, or didn’t. It is also the number […]

Every VP of CS has lived some version of this meeting. You walk in with a churn slide, the number looks fine, maybe even good compared to last quarter. Then someone on the board, usually the person who reads every appendix, asks a follow-up you didn’t prepare for. Is that logo churn or revenue churn? […]

Here is the uncomfortable reality: most B2B SaaS customers never reach full value realization. They adopt the product, use a handful of features, get by well enough to not cancel at renewal time, and then quietly start re-evaluating alternatives six months before the next contract. When they eventually churn, the exit surveys say things like […]