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The renewals you can't see are the ones that blow up
When the account manager gatekeeps the customer, being nicer or escalating both backfire. The move that works: become the one person who can prove…
Jun 7
•
Hakan Ozturk | The CS Café
3
Uber Just Cut Its People Team. CS Could Be Next.
CSAT and health scores don't survive the first finance question. Here's the one number that does, and the method to build it.
Jun 4
•
Hakan Ozturk | The CS Café
Before Your Next QBR, Read This.
A warm call is not a moved renewal. A two-week test that shows which kind of CSM you actually are.
Jun 3
•
Hakan Ozturk | The CS Café
1
May 2026
Before You Automate That Follow-Up, Read This.
Automate the wrong follow-up and the customer stops surfacing risk. Quiet reads as healthy, then the renewal slips. Here is the line, and the system to…
May 31
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Hakan Ozturk | The CS Café
Your Renewal Doesn't Need Coding. It Needs Payback Period.
Outcome-based contracts are quietly rewiring Customer Success. The CSM who survives owns the financial layer, not the technical one.
May 27
•
Hakan Ozturk | The CS Café
1
Why the Chief Customer Officer Role Is Fracturing
Apple, Amazon, Meta, Walmart, and JPMorgan don't have a CCO on the executive committee. The pattern matters for every CS leader in 2026.
May 26
•
Hakan Ozturk | The CS Café
Meet The Shadow SLA Killing Your Renewals
Your health score scored them green. They still run the old spreadsheet. That gap is where churn lives.
May 24
•
Hakan Ozturk | The CS Café
2
The Completion Signal Your CS Operating System Is Missing
CS work has no natural finish line. That's a leadership design problem. Here's what changes when you define what "covered" means at the account level.
May 20
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Hakan Ozturk | The CS Café
From Content Writing to Customer Success: A Career Transition Guide
Content writers outperform on the two things that protect revenue: exec communication and renewal documentation. Here's how to make the move in 2026.
May 18
•
Hakan Ozturk | The CS Café
5
Your CFO Already Knows Your Numbers Are Soft
The board slide stress test every CS leader needs before the next CFO review. Three steps, one workbook, zero softening of the follow-up.
May 17
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Hakan Ozturk | The CS Café
NRR Bridge Plan: The Template That Holds Up to CFO Scrutiny
Most NRR plans are 47-tab spreadsheets pulled together the night before the board update. Here is the planning doc that doesn't get relitigated every…
May 16
•
Hakan Ozturk | The CS Café
The CSM Interview Presentation: The 30-60-90 Slide Deck That Gets Offers
30-60-90 structure. Three questions to ask the panel. The slide most candidates get wrong, with the correct version written out. Free template inside.
May 16
•
Hakan Ozturk | The CS Café
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