Discover how to avoid 'Cognitive Debt' in 2026. Explore the latest research from MIT and Harvard on AI's impact on critical thinking and learn the 3-step protocol to retain your human edge.

"Solid Handover" workflow should not feel like a relay race.  No need to “pass the baton” between Sales and CS. We’ve all been there: A deal closes, and the CSM is left digging through a "black hole" of scattered emails, call recordings, and cryptic CRM notes. Now we can leverage AI to bridge this gap. The post includes a suggested prompt to help you create a solid brief of a new client based on sales notes , emails, and calls.

If you have worked in Customer Success for as long as I have, you know the feeling of the week between Christmas and New Year’s. It is a strange sort of limbo. No major client priorities. Your inbox slows down, your calendar is relatively empty, and you are left with a binary choice: Shut down or try to catch up on a year’s worth of admin leftovers. This planned downtime is the perfect breeding ground for Micro-Learning. You need 15 minutes a day to plant seeds that will be

As AI accelerates everything around us, one force still defines how far we rise: our human network. The mentors who help us to reflect. The peers who share truth. The leaders who see our potential before we do. The community that reminds us we’re never alone in our uphill climb. In my latest article, I explore 𝐬𝐨𝐜𝐢𝐚𝐥 capital, the quiet power that shapes careers, confidence, and our impact in Customer Success.

In Cyber Security, can value be measured by numbers alone? That question is as relevant as ever, and as complicated as the threats we face. Metrics help in tracking detection and response times, coverage, and compliance. But they may not predict tomorrow’s level of protection amid new threats.

Learn the four strategic moves top Customer Success Managers make to finish Q4 strong — driving renewals, protecting momentum, strengthening relationships, and setting the stage for next year’s success.

We often assume that the most profound impact comes from those who stay: family, lifelong friends, long-term colleagues. But what about the people who pass by for only a moment… and still change everything? The dynamic of our lives creates new opportunities to meet new acquaintances. In fact, our paths are filled with temporary people.

Earning your customer’s trust does not take place during smooth moments; it’s built when priorities shift, challenges arise, and your customer looks to you for guidance. Great CSMs lean into these difficult conversations.

Customer Success and Product are no longer separate players in the customer journey. They are becoming new co-pilots. However, getting the teams aligned has never been easy. In a recent conversation with Ohad Biron, CEO of Bagel.AI , we explored why this misalignment persists, what AI changes about it, and how CS and Product can move forward together. 🔍 The Alignment Challenge CS and Product often operate in different worlds: Different KPIs Different perspectives Different l

A few weeks back, I attended two events with fellow Customer Success professionals. The buzz around AI was everywhere—so much so that if...

The beauty of atomic habits is that they don’t require a complete overhaul—just a commitment and motivation to show up daily, deliberately. Moreover, these can be translated into multiple practical habits for Customer Success professionals.

Career growth in Customer Success isn't about doing more of the same. It’s about evolving your mindset—from execution to influence, from personal success to team and organizational impact.

Sales and Customer Success - The collaboration between the teams is a key success factor, but can it be achieved quickly?

A successful renewal is the result of continuous engagement, not a last-minute contract discussion.

Customer Success teams can proactively influence cost reduction, with inputs to pricing strategy and driving operational efficiency.

By collaborating and enabling internal success, these initiatives can highlight the power of the CS teams, leveraging their unique position.

CS organizations should have a plan to create more growth opportunities. This should be part of the overall business plan for the next year.

Five steps to finish this year strongly. Focus on the remaining plans and leverage customer sentiment to promote upsells and early renewals.

CSMs and CIOs have different roles and one common objective. They both link technology-driven metrics to business outcome-driven metricsץ

The German Football Association moved its 70-year sponsorship deal with Adidas to partner with Nike. And there are learnings for all of us