Let me ask you something :

When churn shows up…

When renewals get defensive…

When value realization slips…

Is your first instinct to look at your CSMs?

Because in high-growth SaaS, churn is almost never created by the CSM ; and it’s certainly not created solely by the CSM.

In most cases, the CSM is simply the first person to see churn that was created much earlier in the lifecycle… or deeper in the organization.

In Episode 2 of Rethinking Customer Success in High-Growth SaaS, I break down why traditional churn diagnosis fails, why blaming CSM performance is a leadership trap, and how fixing churn actually starts with fixing your operating system, not your people.

If you want renewal cycles to stabilize and expansion to become predictable, this episode is essential.

Let me ask you a question.

If churn is climbing…

If adoption is unpredictable…

If escalations feel personal instead of operational…

Are you sure the problem is your customers?

Because in most high-growth SaaS organizations, churn doesn’t start with the customer.

It starts with fragmentation inside the Care & Success organization.

In this first episode of Rethinking Customer Success in High-Growth SaaS, I break down the real cost of internal misalignment, how it impacts Net Retention, slows expansion, and burns out your teams and why fixing churn starts with fixing your operating system, not adding more CSMs.

🎧 Listen to Episode 1: The Hidden Cost of CS Fragmentation

💡 Proving value once is good.

Sustaining it over time? That’s where transformation becomes leadership.

In the final episode of my series,

🎙️ “From Promise to Proof: Sustaining Value Over Time,” I explore how to make value realization a living process — not a one-time project.

You’ll learn how to:

• Track value over time with leading and lagging indicators
• Embed governance and ownership to keep impact visible and accountable
• And build a culture of value where teams speak the language of outcomes, not activities

📊 Strategy is inspiring. But numbers build credibility.

In Episode 3 of my series on value realization, I share how to move from initiatives to impact by:

• Establishing credible baselines and defining realistic target outcomes
• Translating performance metrics into financial impact
• Building a value and ROI model that earns executive trust

I also share a real-world example of how to build your ROI model by the time you listen to the episode.

When you can measure what matters, you don’t just talk about transformation — you prove it

In this episode of my series: 🎙️ “From Promise to Proof: Mapping, Measuring & Monetizing Value”,

I lay out the engine room of value realization:

• How to map initiatives to value drivers that matter to the business
• How to define baselines and target outcomes that are credible and actionable
• How to build a solid ROI model that resonates with finance and leadership

If Episode 1 set the stage, Episode 2 is where strategy turns into measurable impact.

🚀 Digital transformation isn’t about adopting tools, it’s about delivering measurable business outcomes.

In the first episode of my new podcast series,

🎙️ “From Promise to Proof: A Practical Framework to Prove the Value of Digital Transformation”,

I unpack:

• Why adoption ≠ value
• The common pitfalls teams face when trying to prove impact
• The first two steps of a practical Value Realization Framework you can apply right away

If you lead transformation, customer success, or enablement, this is for you.

As CS leaders, we all want growth, but let’s be honest…

By the time we talk about expansion, it’s often too late. The customer has gone cold. The opportunity has slipped.

Why didn’t we see this coming?

In this final episode of Season 1, I share:

✅ The 4 early signals of expansion readiness

✅ How to proactively surface upsell/cross-sell needs

✅ Why QBRs, champions, and usage surges matter

✅ Practical tactics for SMBs and Enterprise alike

This one is for the CS leaders who want to drive growth without sounding like Sales - and help their teams spot opportunities before someone else does.

As CS leaders, we’re often held accountable for retention and expansion. But those outcomes depend on more than our team.

We must break down silos between departments to enhance growth effectively. Alignment doesn’t happen organically. It happens intentionally — and CS leaders have to drive it.

We’re the connective tissue of the customer journey. And that journey crosses way more

than just Sales and Product.

In this episode I share how to align with 6 cross-functional teams that impact retention and growth.