The CS Academy Newsletter

Beyond Churn, why your Customer Success career needs a summer reset

It’s no secret that Customer Success is still in a bit of a whirlwind. Many of us, whether we’re seasoned CSMs or CS leaders, are still navigating a tricky job market where advertised roles on LinkedIn can attract hundreds of applications. It really feels like we’re constantly battling to prove o...

Jul 06, 2025

AI Anxiety and The Courage to Pause

I've been having recent conversations with founders and leaders that leave me unsettled. The pressure has mounted not just to keep up with AI, but to 'figure it all out' and where and how to implement it before competitors do. There's this pervasive fear of missing out, of being left behind, o...

Jun 27, 2025

Do you get rid of the noise, or do you prevent churn?

The maths is unforgiving. When customer acquisition costs rocket upwards, every customer who churns doesn't just represent lost revenue—it represents a multiplied loss that can tank your business very quickly. Yet most CS teams are still drowning in manual processes, reactive firefighting, and...

Jun 22, 2025

Reducing Time to Revenue

Revenue teams face unprecedented pressure to scale effectively while maintaining high-quality service. Keeping up with AI, building Digital CS, doing more with less, while keeping mentally sane...Puh! As someone who has worked both as a VP of CS and now as a consultant, I've witnessed firsthan...

Jun 14, 2025

Why CS Leaders need a strategic framework

The reason CS leaders struggle to get a seat at the executive table isn't because we're not valued—it's because we can't clearly articulate our strategic impact. We've all been there. You walk into a leadership meeting armed with dashboards showing customer health scores, product adoption metr...

Jun 06, 2025

Fuelling the System, or when Sales and CS fall in Love

The thrill of the chase, the art of the deal, the ringing of the new logo bell—this is how early growth tastes. But the secret to sustainable, exponential growth lies in acquiring customers and forging a deep, symbiotic "love affair" between Sales and Customer Success. Let's look at connecting t...

May 09, 2025

Psychology in Customer Success - The Key to Inclusive Leadership

Most of our discussions around Customer Success have become focused on efficiency, ROI and making more with less. I just hosted my first The CS Academy LIVE event, and Holly Goodliffe and I spoke about the world of Digital CS - or shall I better say, how to navigate the jungle of Digital CS. O...

Apr 25, 2025

The CS Leadership Freewheel - A Framework for First-Time Leaders

Let's face it. It's tough out there for first-time Customer Success leaders. Having excelled as individual contributors, they now navigate a complex leadership landscape where the rules of success have fundamentally changed within the last few years. What is expected is a commercial focus, to ...

Apr 12, 2025

Why your Scale-up needs Customer Success Leadership

As a founder or CEO of a scale-up company, you've likely experienced this scenario: Your product is gaining traction, and your sales team is closing more and more deals, but something's missing. Your Account Executives are stretched thin, customer expectations are rising, and suddenly managing...

Mar 29, 2025

How GTM Engineers Help Customer Success

The role of a Go-To-Market (GTM) Engineer is becoming increasingly critical, especially for Customer Success teams. But what exactly is a GTM Engineer, and how can they help your organisation become leaner and more efficient? Let’s dive in. What is a GTM Engineer? GTM engineering is the next ...

Mar 26, 2025

Find your North Star and manage your career in Customer Success

Happy Monday, everyone - the Customer Success industry is at a crossroads; some even say CS is in a crisis, but there is help in sight! :-) With the integration of AI agents and increasing pressure to become more commercially minded, many CS professionals are questioning their career paths. Or t...

Feb 24, 2025

Navigating the Micro-Management Maze

Not long ago, I took on a consulting role to assist a client in enhancing their customer success function. In one of his initial emails, he asked, "Can you help us set up some processes and playbooks and show us what great looks like?" Intrigued, I dived into a discovery phase to clarify what ...

Feb 08, 2025

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