Illustration of a robot and a human standing together at the bow of a ship, arms outstretched like the Titanic scene, symbolizing AI and CSMs navigating customer success

Beyond Orientation - Navigating the Radius of Possibility (part 2)

Part 2 of our Customer Success framework dives into mapping the Radius of Possibility. We define customer states within the Enhance × Increase matrix, show how modifiers and signals shape motion, and uncover hidden risks like the False Calm. From capability awareness to metrics that matter, we explore why fragmented data makes orientation difficult and how the CS Agent helps synthesize it into clear, actionable paths forward.

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Sep 411 min read

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THOUGHTS & LOSSES

Beyond Orientation - Navigating the Radius of Possibility (part 2)

Part 2 of our Customer Success framework dives into mapping the Radius of Possibility. We define customer states within the Enhance × Increase matrix, show how modifiers and signals shape motion, and uncover hidden risks like the False Calm. From capability awareness to metrics that matter, we explore why fragmented data makes orientation difficult and how the CS Agent helps synthesize it into clear, actionable paths forward.

Sep 411 min read

From Here to There – Why Great CS Starts With the Right Map, Not Just Movement (part 1)

Before you can drive Customer Success forward, you need to know exactly where your customers stand—and where they could go. In Part 1, we introduce the Enhance × Increase matrix and Motion Modifiers to help you diagnose real customer state qualitatively, laying the foundation for smarter, AI-assisted orchestration.

Jun 117 min read

A robot and a human, both dressed as beekeepers, examine a single flying buzzword labeled 'Pilot' with a magnifying glass — referencing the Movifret scenario in Article 2.

The CS Input Model – Making Motion Real (Part 2)

This article puts the CS Input Model into action. Through a detailed scenario, we follow how a CS Agent partners with a CSM to interpret signals, sequence tailored inputs, and sustain progress across a complex account. It’s not just about what to do, it’s when, why, and how it connects. This is motion, made real.

Jun 210 min read

Hand-drawn digital illustration of a robot and a human dressed as beekeepers. The robot releases flying data points—percentages and formulas—into a wooden hive. On the other side, the hive releases winged words like “Result” and “Insight.” Trees in the background resemble cyclical motion diagrams, symbolizing the transformation of business intelligence into customer success motion.

The CS Input Model – Turning Insight Into Motion (part 1)

Customer Success isn’t powered by stages, it’s powered by motion. This article introduces the CS Input Model: a structured way to define, tag, and orchestrate what CS teams actually do to drive progress. From the Input Library to AI-ready tagging, it lays the groundwork for intelligent sequencing, automation, and real-time adaptation. If we want to build a CS agent, we have to start with what moves accounts forward.

May 256 min read

Rethinking Customer Success: Beyond Lifecycles, Toward Motion

What if Customer Success wasn’t about managing stages, but managing motion? This article challenges traditional frameworks and introduces the CS Motion Framework, a system built on real-world dynamics like momentum, inputs, and customer state. Whether you're a CS leader or exploring how AI can support success teams, this is the rethink you didn’t know you needed.

May 147 min read

ABOUT ME

Photo of the author of Thoughts and Losses

I'm a strategic operations leader working at the intersection of technology, customer experience, and organizational design. Thoughts and Losses is where I capture what I'm learning from frameworks that help things work better, to reflections on what didn’t go as planned. It’s part definition, part experimentation, part course correction, all in service of building smarter systems.

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Before you move the needle in Customer Success, you must know exactly where your customers stand and where they can go next. Part 1 of our deep-dive series just dropped!

🔹 Discover the Enhance × Increase matrix for mapping real customer state
🔹 Unpack the six Motion Modifiers that shape both value realization and growth appetite
🔹 Learn how qualitative “Enhance” and “Increase” scores guide smarter, AI-powered orchestration

Tap the link in bio to read Article 3 Part 1 now!

#CustomerSuccess #SaaS #AI #CSStrategy #GrowthMindset #ProductSuccess

What if AI could help you scale a pilot into a full rollout without losing focus or momentum?

That’s the scenario explored in this new article of my CS Motion series.

It’s not just about naming CS activities. It’s about sequencing the right ones, in the right order, across multiple accounts with AI as your operational partner.

This article puts the model into motion through a detailed customer scenario.
It shows what intelligent orchestration looks like and why it’s needed now more than ever.

👀 Full post live now – link in bio
#CustomerSuccess #AIinCS #CSLeadership #SaaS #CX #ValueRealization #OperationalExcellence

Most CS frameworks stop at the list of inputs: QBRs, health checks, product training…

But the real work? It’s not in the list.
It’s in the motion.

Part 1 of my new article introduces a practical Input Model to help CS teams move with purpose, and sustain that motion across accounts.

I mapped over 200 real activities, built a tagging system to handle sequencing, and started testing how AI could actually support orchestration at scale.

This is the operational backbone behind something I’m building:
👉 A CS Agent that doesn’t just track progress, but helps create it.

Full post is live — link in bio.
#CustomerSuccess #CSLeadership #AIinCS #CXStrategy #OperationalExcellence #SaaS

CS isn’t linear.

Most frameworks pretend it is.
I’ve seen the same messy patterns show up again and again, so I mapped them. Not just to name the problem, but to support something I’m building:

👉 A CS AI agent that helps create progress, not just track it.

I drew every part of it myself, not to show off, but to keep AI focused on what matters.
There’s something human about drawing your own ideas, even if they’re imperfect.

Full article is live—link in bio.

Some words don’t just land, they hover.
In the illustrations for Thoughts and Losses, buzzwords grow wings.
Sometimes they drift, sometimes they sting.
New post soon.
#buzzwords #blogart #thoughtsandlosses

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I really enjoyed Weapons of Math Destruction by Cathy O'Neil. The book highlights how algorithms, often seen as unbiased, can actually perpetuate inequality. O'Neil shows how these "black box" models, used in areas like criminal justice and finance, reinforce existing biases, leading to unfair outcomes. She argues for more transparency and accountability in these systems.

Even in 2025, with AI everywhere, O'Neil’s warnings are still relevant. As AI continues to shape decisions in hiring, law enforcement, and more, the risks she highlights are more pressing than ever. It's a crucial read for understanding the potential dangers of AI and the need for ethical oversight.

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Beyond Orientation - Navigating the Radius of Possibility (part 2)

FEATURED POST

Never Miss a New Post.

THOUGHTS & LOSSES

Beyond Orientation - Navigating the Radius of Possibility (part 2)

From Here to There – Why Great CS Starts With the Right Map, Not Just Movement (part 1)

The CS Input Model – Making Motion Real (Part 2)

The CS Input Model – Turning Insight Into Motion (part 1)

Rethinking Customer Success: Beyond Lifecycles, Toward Motion

ABOUT ME

FOLLOW ME

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MY PICK OF THE MONTH

MY PICK
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