Category: Customer Success
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CSM or AM?
Your first post-sales hire and how it scales Customer Success Manager and Account Manager are not the same job, but they both own revenue. The distinction is what levers they pull to drive it, and whether you’re splitting those levers across two people or keeping them with one. More importantly, the title you choose signals…
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FDE ≠ CSM
FDE and CSM are not the same job. At a time when nearly every established market leader is facing competition from emerging startups, there isn’t a post-sales leader who isn’t rethinking how value gets delivered. That pressure is real, and it’s producing some shortcuts. That distinction matters more now that Forward Deployed Engineer has become…
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QBRs Still Suck…But They Don’t Have To (Webinar)
This week, I joined my friends Louise Razzagone, CAPP, Moussa Gherbi, and Aaron Thompson for a webinar on one of my favorite controversial topics, aptly titled ‘QBRs Still Suck… But They Don’t Have To.’ We had a great discussion on how to make QBRs and EBRs actually matter. Building the right executive relationships early, uncovering…
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The Hard Truth About AI Startups
Currently, nearly every new startup pitch includes the same two letters: AI That makes sense. The technology is exciting, developing quickly, and opening up countless practical applications. However, it also presents investors, founders, and early employees with a harsh reality. Many AI applications run the risk of becoming features of established companies or being completely…
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Be More Strategic
As a veteran of numerous startups, few phrases are more frustrating than hearing someone in a leadership role providing feedback to a direct report or a colleague that they need to be more strategic without actually describing what they’re looking for. Afterward, the recipient of this masterclass in eschewing leadership responsibility is left to fend…