Insights
A selection of perspectives on Client Success, retention, and growth, grounded in operating discipline and real-world leadership experience.
ENGINEERING CLIENT SUCCESS SERIES
#1 - Engineering Client Success
Why Client Success should be built with the same rigour as any other growth function.
ENGINEERING CLIENT SUCCESS SERIES
#2 - Footings: Where Client Centricity is Built
What sits underneath a truly client-centric organization, and why culture alone is not enough.
ENGINEERING CLIENT SUCCESS SERIES
#3 - The Foundation of Trust
How predictability, transparency, alignment, and proactive operating discipline create the conditions for long-term growth.
ENGINEERING CLIENT SUCCESS SERIES
#4 - Structure: What becomes possible once the Footings and Foundation are in place.
When organizations build a true culture of client centricity and earn client trust, Customer Success evolves beyond account management.
ENGINEERING CLIENT SUCCESS
What working in B2C Loyalty taught me about
Loyalty isn’t built on points, it’s built on behaviour. Behaviour comes down to two things: the transactional and the emotional. Â
ENGINEERING CLIENT SUCCESS
Know Your Customer: The Discipline Behind Every Renewal
Know your customer is not a slogan. Here is how I use metrics and relationship depth to protect renewal and expansion.
ENGINEERING CLIENT SUCCESS
Scaling the Customer Success Operating Model
How segmentation and a three-input scorecard turn customer success into a system that drives renewal predictability and NRR expansion at scale.
ENGINEERING CLIENT SUCCESS
The Growth Everyone Misses Is Sitting Inside the Building
Growth doesn’t come from a better pitch, it comes from trust built inside the organization. This piece argues that internal relationships matter as much as external ones, since a strategy only works if the people executing it believe in it, and that staying close to the day-to-day work sharpens decision-making along the way.