Writing
Notes on retention, expansion and where Customer Success is heading, from someone still running it day to day.
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The CCO role is changing fast
Retention, expansion, churn, NPS and capacity still matter. The new questions are about where humans stay involved and where agents act.
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Most Digital Customer Success models are about to break
Scaled humans plus automation was the answer to serving thousands of low-ARR accounts. Agents change the economics, and the model with them.
Tell me what you are trying to fix.
Send a short note on where retention or expansion is stuck. I will tell you honestly whether I can help, and who can if I cannot.