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.

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

We witness the most massive onboarding and adoption of AI. It is time for a crash course on introducing AI in an enterprise environment.

Are we constantly feeling a “𝒇𝒆𝒂𝒓 𝒐𝒇 𝒎𝒊𝒔𝒔𝒊𝒏𝒈 𝒐𝒖𝒕?” while chasing a “finish line” that doesn’t get closer?