The Customer Success Café Newsletter

The Customer Success Café Newsletter

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The No-BS CS Workload Audit (+ XLSX Kits You Can Ship)
See where work really lives, rebalance fast, and protect renewals. Premium members get plug-and-play Excel kits, routing rules, and a 7-day rollout.
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The Customer Success Café
Protect $ Revenue Now: The 30-Day Anti-Churn OS.
Run the 48-hour rescue + 7-day stabilization, then ship an exec one-pager that proves $ value. Includes Anti-Churn OS (PDF) + Dashboard Kit (XLSX).
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The Customer Success Café
Build Receipts That Win Job Offers
Hiring isn’t bad—it’s selective. Use a 5-column Outcome Log and CRR stories to prove revenue impact. Paid: templates, talk tracks, and a 7-day build.
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The Customer Success Café
Your CS Tier Structure Is Costing You Expansions (Here's The Fix)
AX beats tiers with real tools: scoring rubric, playbook log, swarm log, and a dashboard. Faster time-to-green, cleaner handoffs, more expansion.
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The Customer Success Café
EvenUp’s $150M Series E: Legal AI Raises The Bar For Customer Success
Free breakdown of the funding signal + premium 30-day rollout: map golden paths, mirror your best docs, add triggers, and prove revenue impact.
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The Customer Success Café

Recent posts

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Build a Referral Engine in 30 Days: 8 Steps
Stop blasting your whole book. Score accounts with R-Score, target real advocates, and ship a 30-day plan. One qualified referral can pay for a year.
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The Customer Success Café
Turn Wins Into Renewals: PEAK Playbook + 7-Day Plan
A step-by-step CS playbook: peak triggers, a 24-hour Proof Pack, a 7-day activation sprint, and Risk Kill—used by 4,300+ pros to protect revenue early.
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The Customer Success Café
Supabase’s $120M Series E: Why It Matters For Customer Success
Funding sets new customer standards. Use this moment to tighten lifecycle automation, community advocacy, and reliability.
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The Customer Success Café
Timing Beats Tools: 3× More Feedback In 7 Days
Steal the TAPE system: trigger micro-surveys at value moments, close the loop in 7 days, and boost replies 2–3x. Works best for B2B SaaS; minimal setup.
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The Customer Success Café
Nota Names A New VP Of Customer Success: What It Means For Media AI
What it means for media + the “HOW” behind fast value, clean onboarding, and CFO‑ready proof—templates, scripts, and dashboards inside.
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The Customer Success Café
Paid’s $21.6M Seed: Why Seat‑Based Pricing Is Over (And What CS Leaders Should Do Now)
AI agents change how we price software. Here’s the CS playbook to prove outcomes, align with finance, and protect NRR.
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The Customer Success Café
Strive Health’s $550M Raise: Why CS Leaders Should Care
Funding follows outcomes. Turn Strive’s value‑based play into CS wins—risk models, AI pilots, and QBR proof points.
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The Customer Success Café
Stop Dual Ownership In Renewals: The Single-Owner Renewal System (SORS)
Skip the chaos. The Single-Owner Renewal System shows who owns the deal, the fields to lock, and a 90-day runbook you can install in 30 minutes.
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The Customer Success Café
Sunhat’s €9.2M Series A: Why The “Proof Gap” Matters For Customer Success
Funding that turns compliance into a growth lever. See the 30‑day proof playbook for faster deals, cleaner renewals, and exec‑level trust.
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The Customer Success Café
Defend Renewals Without Discounts: The CS OS
Sheets toolkit, 3 playbooks, weekly cadence pack, 7-day rollout plan. Make a copy and deploy fast.
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The Customer Success Café
Co-Own The Roadmap: RRRs + Weekly Syncs (Copy/Paste)
A 90-day operating system for customer success: Signals > RRRs > Cadence > KPIs. Includes templates, scripts, tracking sheet, and Journey Impact Report.
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The Customer Success Café
Stop Discounting: The V.A.L.U.E Renewal System
Defend price, protect margin, and close renewals with confidence. Free overview + premium pack: scripts, ROI calculator, and objection playbooks.
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The Customer Success Café

NEWS

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Coach At Scale: Second Nature’s $22M Signals A New Coaching Era For CS
Why this funding matters, plus a 30-day rollout with templates, scorecards, and a CFO-ready proof pack.
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The Customer Success Café
Casium Raises $5M To Turn Immigration Into A Hiring Advantage
Why this funding matters for CS—and the premium playbook to turn faster hiring into NRR gains with templates, SOPs, and metrics you can ship today.
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The Customer Success Café
Deel’s $300M Series E Reshapes Global Payroll For CS Leaders
Free section covers the signal and stakes; premium unlocks the step-by-step playbook—signals to wire, templates, and a 14-day plan to prove value and…
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The Customer Success Café
Strella’s $14M Series A: AI Interviews Reshape Customer Listening
Funding news + practical guide: recruit in minutes, run smart interviews, and turn proof clips into QBR wins, expansions, and confident price defense.
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The Customer Success Café
Counsel Health’s $25M: Physician-Supervised AI Front Door
Inside the physician-supervised AI model claiming 96% resolution and $381 savings per member—plus a CS playbook to launch your own front door.
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The Customer Success Café
Liberate’s $50M: Reasoning AI Agents For Insurance CS
Workflow‑finishing AI is here. Why it matters for CS, the metrics CFOs want, and a 30‑day pilot you can ship this month.
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The Customer Success Café
Vantaca’s $300M Raise: AI + Fintech Power A New Retention Playbook
Breakdown for CS leaders: why Vantaca’s $300M bet proves AI + embedded fintech is the retention moat—and the plays you can run to lower disputes and…
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The Customer Success Café
Western Digital’s AI Test Lab: Faster Storage Wins For CS Teams
WD opened a massive test lab to speed storage deployment. Inside: 30-60-90 plan, proof pack templates & health signals to turn faster tests into wins.
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The Customer Success Café
Irys Raises $12.5M To Rebuild Insurance Ops: Customer Success Implications
Funding fuels an AI-native OS for brokers and carriers. Learn the customer success impact plus a step-by-step plan to cut swivel-chair work and lift…
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The Customer Success Café
Coinflow’s $25M Series A: Faster Global Payments And What It Means For Customer Success
Faster payments change onboarding, value proof, and renewals. Steal a 30-day plan CS teams can run now.
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The Customer Success Café
Spellbook’s $50M Raise: Customer Success Impact & Action Plan
What this funding means for CS teams: benchmarks, preference‑aware plans, agent pilots, and proof‑first reviews. Templates and metrics inside.
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The Customer Success Café
n8n Raises $180M: AI Orchestration That Puts CS In Control
Inside: funding details, why orchestration beats raw prompts, and a copy-ready 30-day rollout to turn agents into retention and expansion results.
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The Customer Success Café

TEMPLATES

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13 LinkedIn Templates That Get CS Pros Hired: 40%+ Response Rates
Stop sending LinkedIn messages that go nowhere. These 13 field-tested templates have helped CS professionals land interviews at top companies. Free…
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The Customer Success Café
Your Micro-OKR™ Playbook: Scale Customer Success Without Headcount Bloat
Stop drowning in chaos! Grab the exact framework that helped 42 teams boost retention & slash workload. Free template + step-by-step playbook inside.
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The Customer Success Café
Value Discovery Template: The Ultimate CS Framework Guide
Get the template CS teams use to uncover $2,000-5,000 in monthly value. Includes 4 proven frameworks, conversation guides & implementation roadmap. Used…
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The Customer Success Café
The Ultimate CS Value Discovery Framework
Learn how CS teams achieve 37% better retention, save $50,000/year, and uncover 15-20% new revenue with my proven framework. Join 100+ CS leaders…
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The Customer Success Café
[Templates] QBRs: Why 72% of Customers Find Them Worthless
67% of QBRs fail to deliver value. Learn how industry leaders are transforming customer reviews with proven frameworks for success. Check these out now!
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The Customer Success Café
The Ultimate Customer Success Templates Collection: Boost Your CS Strategy
Improve customer success with my ultimate template collection. Boost efficiency, retention, and growth. Get started today!
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The Customer Success Café
10-Step Customer Onboarding Checklist: Set Your Customers Up for Success
Want to improve customer retention and satisfaction? My 10-step checklist helps you create an effective onboarding process. Download now and start…
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The Customer Success Café
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Free Customer Success Plan Template | Boost Your CS Strategy
Get my comprehensive Customer Success Plan Template for free! 14-point plan, case study, and industry tips included. Subscribe to CS Café for instant…
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The Customer Success Café

GUIDES

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Handle Any Escalation Like a Boardroom-Level CS Leader 🚀
Transform tough customer escalations into retention wins. Get expert frameworks, scripts, and tools trusted by 4,300+ CS leaders. Download your toolkit…
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The Customer Success Café
CSMs: Stop the 73% longer "quick sync" trap
'Just a quick sync' = 90-minute marathon. 4,200+ CS pros use these frameworks to save 8+ hours weekly. Finally take control of your calendar.
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The Customer Success Café
The CS Leader’s Guide to Confident Price Conversations
Templates, ROI calculators, and battle-tested tactics to run price increases that customers respect. Built for Customer Success leaders, used by 4,200…
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The Customer Success Café
Stop Repeating Yourself: AI Video Docs for CS Teams
No more repeat how-to emails. Learn how top CS teams use AI videos to deflect tickets, boost NRR, and scale without burnout.
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The Customer Success Café
Drowning in Emails? This AI Trick Fixes It
Learn how companies achieve 15%+ retention improvements with AI-powered CRMs. Includes implementation timelines for teams of all sizes.
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The Customer Success Café
Stop 'Spray and Pray': Use These Triggers Instead
Stop sending generic newsletters to your free users! Here's how you can achieve 27% higher feature adoption in 30 days while reducing email volume by…
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The Customer Success Café
How a 5-Person CS Team Scaled to 500 Clients (Without Burning Out)
Stuck scaling your lean CS team? See the exact toolkit, automations, and sprint framework that replaced 4 FTEs. Join 4,100+ leaders mastering micro-team…
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The Customer Success Café
The Ultimate QBR Playbook: 42% Upsell Tactics from Gong & Snowflake
Discover how Gong & Snowflake transformed QBRs into boardroom wins. Free F.O.R.C.E. template + automation scripts inside. Turn vendors into partners.
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The Customer Success Café
[Playbook] Fix Your Sales-to-CS Handoffs: Cut Churn 33%
Learn how this one company saved $180k by fixing broken sales handovers. Includes AI-powered promise detection framework and structured handover…
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The Customer Success Café
Stop Being the CS Helpdesk: Recover 296 Minutes Daily [Guide]
Discover the exact system that helped Angel go from daily firefighting to Director in 18 months. Includes templates, frameworks & implementation plan.
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The Customer Success Café
🚨Turn Budget Cuts Into Career Growth [+ Templates]
Get the exact playbook that helped a CSM secure $2.7M in renewals & land a VP role during budget cuts. Includes templates from edu tech leaders.
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The Customer Success Café
🚨 Customer Gone Silent? 5 Steps to Save Them (+ Templates)
Boost retention + your career now. Rescue at-risk accounts with battle-tested email scripts & diplomatic probing tactics. Ready-to-use scripts inside 👇
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The Customer Success Café
Join 4,300+ other Customer Success leaders and practitioners now!

CAREER

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Build Receipts That Win Job Offers
Hiring isn’t bad—it’s selective. Use a 5-column Outcome Log and CRR stories to prove revenue impact. Paid: templates, talk tracks, and a 7-day build.
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The Customer Success Café
Breaking Into Customer Success From Non-Tech Roles (Government, Education, Retail)
Practical playbook to pivot into CS: target roles, assets to build, tools to learn, resume metrics, interview scripts, and a 2-hour/day job search plan.
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The Customer Success Café
How John Went From 2 Rejections To Same-Day Job Offer
After 2 final-round rejections, John mastered 1 strategic skill and got a same-day job offer. See the 3-act framework that transformed his career…
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The Customer Success Café
AI Jobs: Land $120K+ Roles in 2025
Microsoft data reveals 95% of top companies hiring AI CS roles. Discover the exact 90-day framework helping CS pros earn $25K-$75K salary increases.
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The Customer Success Café
HR to Customer Success: Complete Career Transition Guide
Ready to pivot from HR to Customer Success? This practical guide shows you how to leverage your skills, ace interviews & land your first CSM role.
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The Customer Success Café
Red Flags Most CSMs Miss (Until They Get Laid Off)
Too many talented CSMs ruin their careers chasing startup equity. Get the expert framework to evaluate opportunities and negotiate like a pro.
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The Customer Success Café
The Shadow Portfolio™: How to Land a $120K CS Role Without Traditional Experience
Stuck with the CSM title but no real customer work? Learn how to build a strategic portfolio that demonstrates your CS expertise and lands premium…
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The Customer Success Café
CS Interview Mastery: The Path to 6-Figure Offers
Revealed: The interview questions 83% of CS leaders ask in 2025, plus word-for-word scripts that boosted one member's offer by $37K. Trusted by 4,200…
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The Customer Success Café
4 Traits of Top-Performing CSMs That Make $120K+ Salaries
Access my proven CS Portfolio Method™ that helps CSMs land interviews 2-3x faster and increase salaries by 28%. Discover the frameworks used by $120K…
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The Customer Success Café
From Code to Customer Success: A Developer's Career Transition Guide
Discover how your technical knowledge becomes your secret weapon in customer success. Learn the proven framework that's helped developers land…
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The Customer Success Café
Laid Off? Turn Customer Relationships Into a $120K+ Role
Skip the job boards! Learn the exact customer outreach strategy that helped 5 CS leaders secure Director+ roles with 20-40% salary increases after…
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The Customer Success Café
AI Interview Hacks: How Top CS Pros Land 6-Figure Offers in 2025
Learn the exact AI prompts and frameworks that helped 100+ CS professionals secure $145K+ offers. Stand out in interviews while others get ghosted.
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The Customer Success Café

CS MY WAY

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Exclusive Interview: Lara Barnes, SVP Customer Success & Renewals at Sitecore
From first CSM to global SVP: Lara Barnes on telemetry, outcomes, and the playbooks that turn renewals into a non-event at Sitecore.
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The Customer Success Café
CS My Way #11: Gillian Core, Former SVP of Customer Success
Explore my exclusive interview with Gillian Core, former SVP of Customer Success at Placer AI, and discover her insights on customer success strategies…
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The Customer Success Café
CS My Way #10: Roxanne Rowe, AVP of Customer Success at TrackUnit
Discover exclusive strategies for driving customer success and boosting team performance with Roxanne Rowe, AVP of Customer Success at Trackunit. Dive…
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The Customer Success Café
CS My Way #9: Exclusive Interview with Kevin Herrholtz, Vice President of Customer Success at AddShoppers
Get actionable strategies from Kevin Herrholtz, VP of Customer Success at AddShoppers. Learn how to level up your customer success game in the field…
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The Customer Success Café
CS My Way #8: Exclusive Interview with Kirsten DiChiappari, VP of Customer Success at vCom Solutions
Explore Kirsten DiChiappari's journey at vCom Solutions. Learn about IT management strategies, customer retention, and industry insights shared in this…
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The Customer Success Café
CS My Way #7: Exclusive Interview with Krystel Leal - Head Of Customer Success, OneText
Discover exclusive insights on CS strategies, collaboration, and industry trends from Krystel Leal, Head of CS at OneText, only on the Customer Success…
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The Customer Success Café
CS My Way #6: Exclusive Interview with Melissa Garcia
Learn from the best! Get exclusive insights from Melissa Garcia, Director of Renewal Operations at Chief, in CS My Way #6. Accelerate your customer…
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The Customer Success Café
Jill Favro Sawatzky, Chief Customer Officer, Thought Industries
Explore my exclusive interview with Jill Favro Sawatzky, Chief Customer Officer at Thought Industries, and gain valuable insights into revolutionizing…
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The Customer Success Café
APAC Director, Customer Success at GitLab
Join Catherine Ballantyne, APAC Director, Customer Success at GitLab, on her unique CS journey. Gain insights into success strategies and achievements…
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The Customer Success Café
Christine Lavery, VP of Customer Success, AgentSync
Explore customer success strategies with Christine Lavery, VP of CS at AgentSync, in the exclusive 'CS My Way' interview. Gain insights into challenges…
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The Customer Success Café
Shirley Chapman, Head Of Customer Success, Forrester
Exclusive insights on customer success! Join Shirley Chapman, Forrester's Head of CS, in this in-depth interview. Discover strategies for success and…
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The Customer Success Café
Ming Zhang, VP Customer Success: Insights from A CS Expert
Explore the future of Customer Success with Ming Zhang, VP of CS. Gain insights on AI-driven strategies, operational efficiency, and career progression…
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The Customer Success Café
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