The newsletter
Customer Success lessons, learned the hard way.
The newsletter came first, and a lot of Rooms still start there. Each issue takes one thing CS teams tend to believe, tests it against a real account, and says what we'd do differently.
What lands in your inbox
About a thousand words, and one thing to do on Monday.
- One lesson, worked through properly. Long enough to make the case, short enough to finish before your first call.
- A Pulse Point in every issue: the one thing to do differently this week.
- A question for you. We read the replies, and several of them have turned into Rooms.
Published so far
- CSMs Lose Accounts in Private and Learn Nothing. We Built a Community to Solve It.20 Jun 2026
- Customer Passed Onboarding - So Why Are They Canceling?5 May 2026
- Customer Is “Green.” They're Also Canceling Next Week.31 Jan 2026
- Building a Customer Success Playbook From Scratch15 Dec 2025
- What Separates a CS Team from a Great CS Team8 Dec 2025
- So You Think Customer Success Is About “Keeping Customers Happy”? Cute.30 Nov 2025
The newsletter is where the Rooms started.
Readers kept replying with the same line: this exact thing happened to us. So we started the Rooms, where people can work through those situations together.