Archive - The Customer Success Café Newsletter

Strategic Partnerships: The Enterprise Renewal System

Most renewals are decided months before the renewal call. Here’s the cadence that creates exec trust: ops reviews, exec steering, and joint metrics.

2 hrs ago • Hakan Ozturk | The CS Café

Voice AI Governance: Prevent Renewal Surprises

Voice automation can trap cancellation intent with no handoff. Here’s the governance checklist and the escalation system that prevents silent churn.

23 hrs ago • Hakan Ozturk | The CS Café

Make Every Risk Flag Produce An Owner And A Date

Stop shipping health scores. Standardize decision rules that convert risk into an owned plan, protect forecast integrity, and prevent renewal surprises.

Jan 16 • Hakan Ozturk | The CS Café

The Late Question That Kills AI Security Renewals

Renewals aren’t lost to outages or low usage. They’re lost when no one can explain risk at renewal time. What strong CS leaders do differently.

Jan 13 • Hakan Ozturk | The CS Café

The 25-Minute Review That Stops Onboarding Drift

Most onboarding failures don’t look like failures. They look “fine” until expansion slips and renewals surprise you. Here’s how leaders stop the drift.

Jan 11 • Hakan Ozturk | The CS Café

Why Solifi Hired a CCO: Renewal Risk, Not Just Customer Love

Solifi is the example. The pattern is bigger: lifecycle ownership, earlier risk detection, and renewals treated like an operating system.

Jan 10 • Hakan Ozturk | The CS Café

AI Infrastructure Is the New Lock-In for Customer Success

A $20B AI infra surge shifts risk, SLAs, and performance expectations. Here’s what CS leaders must change to protect renewals and strengthen exec trust.

Jan 9 • Hakan Ozturk | The CS Café

AI Added Features. It Also Added Renewal Risk

Renewals now fail without outages or SLA breaches. Here’s why AI shifted customer risk to CS and what leaders must do before Legal gets involved.

Jan 8 • Hakan Ozturk | The CS Café

AI Churn Isn’t a Model Problem. It’s an Infrastructure One

Most CS teams chase AI adoption while churn hides in SLAs, outages, and surprise costs. The system strong CS teams use to stay in control.

Jan 7 • Hakan Ozturk | The CS Café

Deepfakes Are Now A Renewal Risk

AI impersonation is eroding customer trust and slowing renewals. Here’s the CS trust system teams need to stay credible under pressure.

Jan 6 • Hakan Ozturk | The CS Café

Your Next Renewal Will Be Judged Like A Funding Round

New SVB and Carta data shows the ARR bar has jumped. Here’s what that shift means for renewals and how top CS teams protect price with proof.

Jan 6 • Hakan Ozturk | The CS Café

Monthly CS Exec Update Template That CFOs Trust

Stop rebuilding CS updates monthly. Use this 1-page template to show renewal exposure, what changed, and the decision you need.

Jan 2 • Hakan Ozturk | The CS Café

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