Archive - The Customer Success Café Newsletter

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

126% NRR in Legal AI Is an Adoption System Story

Conservative buyers don’t expand because features are better. They expand when trust is earned and workflow change feels safe. Here’s the system.

Jan 2 • Hakan Ozturk | The CS Café

Why Trust, Not Growth, Decides Fintech Renewals

Fintech and finance-adjacent SaaS don’t lose customers to bugs. They lose them to quiet doubt. Here’s the CS system that prevents it.

Jan 2 • Hakan Ozturk | The CS Café

Customer Success Metrics Executives Actually Care About

CS teams report activity. Executives look for decisions. Here’s how to show CS impact with metrics leaders actually trust—and stop getting ignored.

Jan 2 • Hakan Ozturk | The CS Café

December 2025

Stop Guessing And Prove CS Impact Weekly

Stop invisible CS work. One owner, one signal, and a 15-minute decision loop to prove what changed and defend CS impact.

Dec 30, 2025 • Hakan Ozturk | The CS Café

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