Jeremy Donaldson

Hello! My name is Jeremy Donaldson.

I am a Top 25 Customer Success Influencer and Leader with over 10 years of experience helping organizations solve their biggest challenge: Retaining and Growing customers.

I work to solve retention and growth by leading teams in 4 areas:

1) Serving my teams.  I work for them, not the other way around
2) Understanding my customers and their goals
3) Working collaboratively to build trust with our cross-functional partners
4) Using data to drive decision making

I have managed teams of up to 12 CSMs across multiple segments including digital CS, enterprise, and strategic accounts.

My teams have consistently delivered over 120% NRR, 95% GRR, 50+ NPS, and 70%+ product adoption all while growing $100+ million dollars in arr collectively.

I am the type of customer success leader who will serve our teams, challenge the status quo, and create revenue opportunities for our business. 

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My "why" revolves around being there for his wife, 3 kids, and faith in Jesus.

Success to me looks like:

🔹 Transparency: Speak your mind
🔸 Authenticity: Be the real you
🔹 Vulnerability: Let people in
🔸 Conscious listener: Allow people to be heard
🔹 Celebrator: Show people they are valued
🔸 Giver: Always give more than you receive 

“When I stand before God at the end of my life, I would hope that I would not have a single bit of talent left, and could say, 'I used everything you gave me'." - Erma Bombeck

Fun facts:  I've traveled to where J.R.R. Tolkien found his inspiration for Rivendale in the Fellowship of the Ring (Lauterbrunnen, Switzerland).

Founder & CEO

CS in the Valley is on mission to serve customer success professionals in growing their businesses and careers.

- Career coaching for customer success managers
- Job seeker support
- Executive consulting for CS teams
- Customer Success technology optimization (Totango & Gainsight)

Jeremy Donaldson 🤝

Hi, I’m Angeline, VP of Customer Success turned Founder & CEO of CS RevSpeak. I help CS leaders turn messy, high-pressure realities into scalable systems that drive retention and growth.

𝗠𝘆 𝗝𝗼𝘂𝗿𝗻𝗲𝘆 𝗦𝗼 𝗙𝗮𝗿
With 𝗼𝘃𝗲𝗿 𝟭𝟳 𝘆𝗲𝗮𝗿𝘀 𝗶𝗻 𝗕𝟮𝗕 𝗦𝗮𝗮𝗦 (𝟭𝟭 𝗼𝗳 𝘁𝗵𝗼𝘀𝗲 𝗶𝗻 𝗹𝗲𝗮𝗱𝗲𝗿𝘀𝗵𝗶𝗽), I’ve had the privilege of guiding Customer Success through every stage, from pre-seed startups to growth stage.

Starting as an individual contributor, I’ve walked the path from managing small teams to overseeing entire departments, leading Customer Success, Managed Services and Customer Support functions. Working across four different startups over the last decade has shown me what CS looks like at every stage of growth and given me insight into the unique challenges and opportunities each phase brings.

𝗛𝗼𝘄 𝗜 𝗦𝘂𝗽𝗽𝗼𝗿𝘁 𝗖𝗦 𝗟𝗲𝗮𝗱𝗲𝗿𝘀
My mission when I built CS RevSpeak is simple: help Customer Success leaders lead with clarity, build high-performing teams, design scalable operating models, and confidently communicate the impact of Customer Success.

Through 𝟭:𝟭 𝗰𝗼𝗮𝗰𝗵𝗶𝗻𝗴, 𝗰𝗼𝗻𝘀𝘂𝗹𝘁𝗶𝗻𝗴 𝗮𝗻𝗱 𝗲𝘅𝗲𝗰𝘂𝘁𝗶𝘃𝗲 𝗴𝗿𝗼𝘂𝗽 𝗽𝗿𝗼𝗴𝗿𝗮𝗺𝘀, I help leaders:
  • Navigate tough team decisions (performance, role clarity, exits)
  • Build high-performance cultures rooted in accountability and trust
  • Strengthen team structure, operating rhythm, and leadership presence
  • Lead their team with clarity through performance, role design, accountability and change without losing trust or culture

I’m here to share what I’ve learned and continue to grow alongside this evolving industry. Let’s connect if you’re interested in talking CS, leadership or just swapping insights on building teams for growth!

For free content and practical resources, 𝘀𝗶𝗴𝗻 𝘂𝗽 𝗳𝗼𝗿 𝘁𝗵𝗲 𝗖𝗦 𝗥𝗲𝘃𝗦𝗽𝗲𝗮𝗸 𝗻𝗲𝘄𝘀𝗹𝗲𝘁𝘁𝗲𝗿: https://csrevspeak.com/newsletter/

𝗔𝗻𝗱 𝘄𝗵𝗲𝗻 𝘆𝗼𝘂’𝗿𝗲 𝗿𝗲𝗮𝗱𝘆 𝘁𝗼 𝗲𝘅𝗽𝗹𝗼𝗿𝗲 𝗺𝗼𝗿𝗲, 𝘆𝗼𝘂 𝗰𝗮𝗻 𝗳𝗶𝗻𝗱 𝗲𝘃𝗲𝗿𝘆𝘁𝗵𝗶𝗻𝗴 𝗮𝘁 𝗵𝘁𝘁𝗽𝘀://𝗰𝘀𝗿𝗲𝘃𝘀𝗽𝗲𝗮𝗸.𝗰𝗼𝗺/.

Angeline Gavino

A few months ago I shared the one-slide QBR.
The response was wild.
Thousands of CS leaders asked for the template.

It was a clear signal: CS teams want a better way to run QBRs.

And I get why. Most QBRs fail because they’re not built for how executives make decisions.

Execs don’t have time for a 40-slide recap of activity.

They want a clear line from:
𝗯𝘂𝘀𝗶𝗻𝗲𝘀𝘀 𝗴𝗼𝗮𝗹𝘀 → 𝗽𝗿𝗼𝗼𝗳 → 𝘄𝗵𝗮𝘁 𝘄𝗲’𝗿𝗲 𝗱𝗼𝗶𝗻𝗴 𝗻𝗲𝘅𝘁

So instead of just sharing the template, I’m partnering with ChurnZero to walk through how to use this in practice.

✅ 𝗢𝗻𝗲-𝘀𝗹𝗶𝗱𝗲 𝘃𝗮𝗹𝘂𝗲 𝗿𝗲𝘃𝗶𝗲𝘄: 𝗧𝗵𝗲 𝗺𝗼𝗱𝗲𝗿𝗻 𝗮𝗹𝘁𝗲𝗿𝗻𝗮𝘁𝗶𝘃𝗲 𝘁𝗼 𝗤𝗕𝗥𝘀
📅 𝗪𝗲𝗱𝗻𝗲𝘀𝗱𝗮𝘆, 𝗝𝗮𝗻𝘂𝗮𝗿𝘆 𝟮𝟴
🕚 𝟭𝟭:𝟬𝟬 𝗔𝗠 – 𝟭𝟮:𝟬𝟬 𝗣𝗠 𝗘𝗧

In the session, we’ll cover:
→ why value storytelling is the lever that moves executive decisions
→ what a one-page value narrative must include to land with decision-makers
→ how to turn QBRs from backward-looking updates into forward-looking business reviews
→ how to make outcomes unmistakably clear so renewals feel predictable and expansion gets easier

If you want to transform your QBRs from a quarterly status update into a retention and expansion lever, come join us.

I’ll drop the registration link in the comments.

P.S. Huge thanks to Cori Webb for helping coordinate all of this.

I help CS leaders & startup founders fix strategy & execution to turn Customer Success into a growth engine | Customer Success Coach & Consultant | 🚀 Top 100 CS Strategists 2025 | Top 25 CS Influencer 2024

Being 'nice' is a liability in Customer Success.

In CS, we need more people who aren’t afraid of the friction. 

Because healthy conflict is actually the highest form of team engagement.

When someone disagrees with a strategy, it’s usually because they care enough to see the risks you’re missing.

There is a dangerous difference between Harmony and Alignment.

Harmony is the absence of conflict. 
Alignment is the result of working through it.

The goal isn't to eliminate the friction.
It’s to harness it. 

The clearest, most executable plans don't come from "smooth" meetings. 

They come from rooms where people were brave enough to be uncomfortably honest.

But instead of leaning into these moments, most teams sugarcoat feedback to maintain the "illusion of alignment." 

We "wait and see" instead of speaking up.

And that’s where growth gets stuck.

True leadership isn't about being the loudest voice in the room. 

It’s about creating the space for the right voices to be heard especially when they’re telling you what you don't want to hear.

I wrote more on this in today’s newsletter: “𝗛𝗲𝗮𝗹𝘁𝗵𝘆 𝗖𝗼𝗻𝗳𝗹𝗶𝗰𝘁 𝗗𝗿𝗶𝘃𝗲𝘀 𝗚𝗿𝗼𝘄𝘁𝗵. 𝗛𝗲𝗿𝗲’𝘀 𝗛𝗼𝘄 𝘁𝗼 𝗠𝗼𝗱𝗲𝗹 𝗜𝘁.”

If this hit home, I unpack the full mindset shift (and the 3 ways to build it into your culture) in today’s CS RevSpeak newsletter.

📩 It drops at 10 AM ET. Subscribe now via the link in my profile.

Most CSMs hate "selling."

They didn't get into this role to be Account Managers in disguise.
They got into it to help customers win.

But here is the reality: 𝗘𝘅𝗽𝗮𝗻𝘀𝗶𝗼𝗻 𝗶𝘀 𝘁𝗵𝗲 𝗻𝗮𝘁𝘂𝗿𝗮𝗹 𝗯𝘆𝗽𝗿𝗼𝗱𝘂𝗰𝘁 𝗼𝗳 𝗮 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗿𝗲𝗮𝗰𝗵𝗶𝗻𝗴 𝘁𝗵𝗲𝗶𝗿 𝗴𝗼𝗮𝗹𝘀.

If you feel "salesy" when you talk about expansion, it’s usually because you haven't operationalized value. 

You’re asking for more money before you’ve proven the worth of what they’ve already paid for.

When you move from a "Check-in" culture to a Value Realization culture, the entire dynamic shifts:

→ 𝗘𝘅𝗽𝗮𝗻𝘀𝗶𝗼𝗻 𝗶𝘀𝗻'𝘁 𝗮 𝗽𝗶𝘁𝗰𝗵. It’s the next logical step in their journey because success plans align with real business outcomes.

→ 𝗥𝗲𝗻𝗲𝘄𝗮𝗹𝘀 𝗮𝗿𝗲𝗻'𝘁 𝗮 𝘀𝗰𝗿𝗮𝗺𝗯𝗹𝗲. They are a non-event because the ROI is already visible and measured.

→ 𝗥𝗲𝗹𝗮𝘁𝗶𝗼𝗻𝘀𝗵𝗶𝗽𝘀 𝗮𝗿𝗲𝗻'𝘁 𝗯𝗮𝘀𝗲𝗱 𝗼𝗻 "𝗹𝗶𝗸𝗶𝗻𝗴." Every CSM speaks a consistent, customer-relevant value narrative that resonates with execs.

Stop relying on "heroics" and "hustle" to hit your numbers.
You need a system that makes value visible.

I’ve spent 17 years building CS orgs from scrappy startups to 50,000-person companies. I’ve distilled everything I’ve learned about turning "value" from a vague idea into a repeatable growth engine into a single, step-by-step resource.

The 𝗩𝗮𝗹𝘂𝗲 𝗥𝗲𝗮𝗹𝗶𝘇𝗮𝘁𝗶𝗼𝗻 𝗙𝗿𝗮𝗺𝗲𝘄𝗼𝗿𝗸 (𝗩𝗥𝗙) 𝗢𝗻𝗹𝗶𝗻𝗲 𝗖𝗼𝘂𝗿𝘀𝗲 is my blueprint for moving teams from reactive firefighting to proactive growth.

It is a self-paced, step-by-step system designed for CS leaders who want to move their team from reactive firefighting to proactive growth.

𝗪𝗵𝗮𝘁’𝘀 𝗶𝗻𝘀𝗶𝗱𝗲:
 • 𝟳 𝗠𝗼𝗱𝘂𝗹𝗲𝘀: From capturing expected value to calculating ROI.
 • 𝗣𝗹𝘂𝗴-𝗮𝗻𝗱-𝗽𝗹𝗮𝘆 𝘁𝗲𝗺𝗽𝗹𝗮𝘁𝗲𝘀: Value maps, outcome trackers, and executive summaries.
 • 𝗟𝗶𝗳𝗲𝘁𝗶𝗺𝗲 𝗮𝗰𝗰𝗲𝘀𝘀: Enroll anytime and get instant access to the full system.

Ready to stop "selling" and start realizing value?

You can enroll anytime and get immediate access to the full course here: https://lnkd.in/gDGYT7cf

Sharing an opportunity for any CS leader in my network who’s exploring a new role. 👇

Austin Rosenbaum from DemandIQ is looking for their Head of Customer Success.

If you thrive in early-stage CS leadership roles, this is a great seat. You’ll get to roll up your sleeves, stay close to customers and help build the CS function into something scalable and repeatable.

A few quick filters for fit:
 • US-based and looking for a remote role
 • Experience in digital marketing / lead generation industry

Check out the job post and apply here:
https://lnkd.in/gYJAf_eq

𝗤𝘂𝗶𝗰𝗸 𝗻𝗼𝘁𝗲: I’m not a recruiter. I’m sharing this to help the community and hopefully connect the right person in my network to a great opportunity. Please don’t spam my inbox. The best way to apply is directly through the link above.

CS Leaders: One of the biggest values you bring to the table is in telling the rest of the company how to win.

How? 

By treating Customer Success as your company's most valuable R&D lab.

You are sitting on a goldmine of untapped market intelligence that every other department is guessing at:

→ Call notes: The raw, unfiltered vocabulary of your customers’ biggest pains.
→ Churn reasons: The ultimate "post-mortem" on where your product or process hit a wall.
→ Success stories: The blueprint for exactly which workflows drive repeatable ROI.
→ Feature Gaps: The specific "missing pieces" preventing a renewal or expansion.
→ Onboarding friction: Hard data on exactly where your product's "time-to-value" slows down.
→ Executive sentiment: Direct feedback on how the C-suite views your category.

Most leaders waste this data on "firefighting" using it to save one renewal at a time while the business continues to repeat the same mistakes.

𝗪𝗵𝗲𝗻 𝘆𝗼𝘂 𝗼𝗽𝗲𝗿𝗮𝘁𝗶𝗼𝗻𝗮𝗹𝗶𝘇𝗲 𝘁𝗵𝗶𝘀 𝗱𝗮𝘁𝗮, 𝘆𝗼𝘂 𝘀𝘁𝗼𝗽 𝗮𝗯𝘀𝗼𝗿𝗯𝗶𝗻𝗴 𝘁𝗵𝗲 𝗶𝗺𝗽𝗮𝗰𝘁 𝗼𝗳 𝘂𝗽𝘀𝘁𝗿𝗲𝗮𝗺 𝗳𝗮𝗶𝗹𝘂𝗿𝗲𝘀 𝗮𝗻𝗱 𝘀𝘁𝗮𝗿𝘁 𝗱𝗿𝗶𝘃𝗶𝗻𝗴 𝘁𝗵𝗲 𝘀𝘁𝗿𝗮𝘁𝗲𝗴𝘆:

𝗙𝗼𝗿 𝗦𝗮𝗹𝗲𝘀: Refine the ICP. Stop guessing who the "ideal" customer is based on who signs a check; define it based on who actually sees value (and who doesn't).

𝗙𝗼𝗿 𝗠𝗮𝗿𝗸𝗲𝘁𝗶𝗻𝗴: Stop the messaging brainstorms. Your best copy is in your customer's own words. Identify the emotional drivers and "Aha!" moments that actually convert.

𝗙𝗼𝗿 𝗣𝗿𝗼𝗱𝘂𝗰𝘁: Stop being a feature-request aggregator. Use CS data to pinpoint the value gaps and the use cases where your product fail to drive meaningful business outcomes for the customer.

Your seat at the table isn't reserved for reporting on the past.
It’s for identifying the trends that will dictate the future.

When you weaponize CS data, you move from being a cost center to being the primary architect of the company’s growth strategy.

So start leading with the market intelligence that dictates how the company wins.

_________________________________________

Hi, I’m Angeline 👋 I talk about 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗦𝘂𝗰𝗰𝗲𝘀𝘀, 𝗿𝗲𝘃𝗲𝗻𝘂𝗲 and 𝗹𝗲𝗮𝗱𝗲𝗿𝘀𝗵𝗶𝗽. I’ve built CS orgs in scrappy startups and high-growth scale-ups and I share what I’ve learned (𝘢𝘯𝘥 𝘶𝘯𝘭𝘦𝘢𝘳𝘯𝘦𝘥). 
Want it in your inbox? 𝗦𝗶𝗴𝗻 𝘂𝗽 𝗳𝗼𝗿 𝗺𝘆 𝗳𝗿𝗲𝗲 𝗻𝗲𝘄𝘀𝗹𝗲𝘁𝘁𝗲𝗿. [Link in profile]

Avoiding a difficult conversation is a debt you pay with interest.

In Customer Success, that interest is paid in churn, burnout, and lost credibility.

I’ve been the leader who waited too long. It never ends well. 

If you’re stalling on one of these 5 conversations, take this as your sign to act today:

𝟭) 𝗪𝗶𝘁𝗵 𝗮 𝗗𝗶𝗿𝗲𝗰𝘁 𝗥𝗲𝗽𝗼𝗿𝘁: 𝗧𝗵𝗲 𝗣𝗲𝗿𝗳𝗼𝗿𝗺𝗮𝗻𝗰𝗲 𝗚𝗮𝗽
“𝗬𝗼𝘂𝗿 𝗽𝗲𝗿𝗳𝗼𝗿𝗺𝗮𝗻𝗰𝗲 𝗶𝘀𝗻’𝘁 𝗺𝗲𝗲𝘁𝗶𝗻𝗴 𝘁𝗵𝗲 𝗯𝗮𝗿.”
Waiting is a disservice. By the time you speak up, a "moment" has become a "pattern," and you’ve robbed them of the chance to course-correct.

𝟮) 𝗪𝗶𝘁𝗵 𝗮 𝗛𝗶𝗴𝗵 𝗣𝗲𝗿𝗳𝗼𝗿𝗺𝗲𝗿: 𝗧𝗵𝗲 "𝗧𝗮𝗹𝗲𝗻𝘁𝗲𝗱 𝗧𝗼𝘅𝗶𝗳𝗶𝗲𝗿"
"𝗬𝗼𝘂'𝗿𝗲 𝗵𝗶𝘁𝘁𝗶𝗻𝗴 𝘆𝗼𝘂𝗿 𝗻𝘂𝗺𝗯𝗲𝗿𝘀 𝗯𝘂𝘁 𝘆𝗼𝘂𝗿 𝗹𝗮𝗰𝗸 𝗼𝗳 𝗰𝗼𝗮𝗰𝗵𝗮𝗯𝗶𝗹𝗶𝘁𝘆 𝗶𝘀 𝗵𝗶𝘁𝘁𝗶𝗻𝗴 𝘁𝗵𝗲 𝘁𝗲𝗮𝗺."
Their "numbers" look great but high output doesn't give someone a license to erode team trust or ignore feedback. When you let a star player bypass the culture, you’re telling the rest of the team that the "how" doesn't matter, only the "what." 

𝟯) 𝗪𝗶𝘁𝗵 𝗮 𝗖𝗿𝗼𝘀𝘀-𝗙𝘂𝗻𝗰𝘁𝗶𝗼𝗻𝗮𝗹 𝗣𝗮𝗿𝘁𝗻𝗲𝗿: 𝗧𝗵𝗲 𝗜𝗻𝘁𝗲𝗿𝗻𝗮𝗹 𝗙𝗿𝗶𝗰𝘁𝗶𝗼𝗻
"𝗢𝘂𝗿 𝗺𝗶𝘀𝗮𝗹𝗶𝗴𝗻𝗺𝗲𝗻𝘁 𝗶𝘀 𝗹𝗲𝗮𝗸𝗶𝗻𝗴 𝗶𝗻𝘁𝗼 𝘁𝗵𝗲 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗲𝘅𝗽𝗲𝗿𝗶𝗲𝗻𝗰𝗲."
CS shouldn't "hold the bag" for broken internal processes. If Sales and CS aren't aligned, the customer is the one who suffers first.

𝟰) 𝗪𝗶𝘁𝗵 𝗮𝗻 𝗘𝘅𝗲𝗰: 𝗧𝗵𝗲 𝗥𝗲𝘀𝗼𝘂𝗿𝗰𝗲 𝗥𝗲𝗮𝗹𝗶𝘁𝘆 𝗖𝗵𝗲𝗰𝗸
"𝗧𝗵𝗶𝘀 𝗴𝗼𝗮𝗹 𝗶𝘀 𝗶𝗺𝗽𝗼𝘀𝘀𝗶𝗯𝗹𝗲 𝘄𝗶𝘁𝗵 𝗰𝘂𝗿𝗿𝗲𝗻𝘁 𝗿𝗲𝘀𝗼𝘂𝗿𝗰𝗲𝘀. 𝗛𝗲𝗿𝗲 𝗮𝗿𝗲 𝘁𝗵𝗲 𝘁𝗿𝗮𝗱𝗲𝗼𝗳𝗳𝘀."
Silence here sets a dangerous precedent. Your team will be expected to pull it off through heroics. Present the math: We can do X, but Y will slip. Which is the priority?

𝟱) 𝗪𝗶𝘁𝗵 𝗮 𝗗𝗲𝗺𝗮𝗻𝗱𝗶𝗻𝗴 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿: 𝗧𝗵𝗲 𝗕𝗼𝘂𝗻𝗱𝗮𝗿𝘆 𝗥𝗲𝘀𝗲𝘁
"𝗧𝗼 𝗲𝗻𝘀𝘂𝗿𝗲 𝘄𝗲 𝗱𝗲𝗹𝗶𝘃𝗲𝗿 𝘁𝗵𝗲 𝗯𝗲𝘀𝘁 𝗿𝗲𝘀𝘂𝗹𝘁𝘀, 𝘄𝗲 𝗻𝗲𝗲𝗱 𝘁𝗼 𝗿𝗲𝗮𝗹𝗶𝗴𝗻 𝗼𝗻 𝗼𝘂𝗿 𝘀𝗰𝗼𝗽𝗲 𝗼𝗳 𝗲𝗻𝗴𝗮𝗴𝗲𝗺𝗲𝗻𝘁."
If a customer is draining your team with out-of-scope demands, you have to push back. Unchecked "special requests" aren't customer success. They’re a resource leak. Set the boundary now or prepare to lose your best CSMs to burnout. 

None of these are fun and they can be uncomfortable for some.
But they’re the conversations that protect your team.

If it’s on your mind, it’s already overdue.

Don't wait for the "perfect" time. It doesn't exist. 
Pick the one conversation you’re dreading most, prep your notes, and get it on the calendar for tomorrow. 
Your team will thank you for the clarity.
_________________________________________

Hi, I’m Angeline 👋 I talk about 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗦𝘂𝗰𝗰𝗲𝘀𝘀, 𝗿𝗲𝘃𝗲𝗻𝘂𝗲 and 𝗹𝗲𝗮𝗱𝗲𝗿𝘀𝗵𝗶𝗽. I’ve built CS orgs in scrappy startups and high-growth scale-ups and I share what I’ve learned (𝘢𝘯𝘥 𝘶𝘯𝘭𝘦𝘢𝘳𝘯𝘦𝘥). 
𝗦𝗶𝗴𝗻 𝘂𝗽 𝗳𝗼𝗿 𝗺𝘆 𝗳𝗿𝗲𝗲 𝗻𝗲𝘄𝘀𝗹𝗲𝘁𝘁𝗲𝗿.

Here’s my beef with Quarterly Business Reviews:

“Quarterly” turns it into a box-checking exercise.
“Review” turns it into a backward-looking recap.

And neither of those things help you in the moments that actually matter:
renewal confidence, executive alignment, and expansion clarity.

That’s why the webinar I did with ChurnZero landed so well.

We talked about a modern alternative to QBRs: a 𝗢𝗻𝗲-𝗦𝗹𝗶𝗱𝗲 𝗩𝗮𝗹𝘂𝗲 𝗥𝗲𝘃𝗶𝗲𝘄 that helps CS leaders walk into exec conversations with a narrative that’s actually useful.

Because it doesn’t ask CS teams to do more.
It helps you translate what your CSMs are already doing into business outcomes your customer’s leaders can actually defend.

If you missed the live session, I got you.

I uploaded the full session as a podcast episode (and yes, it includes the Q&A + a walkthrough of the one-slide structure).

🎧 Listen now: 𝗖𝗦 𝗥𝗲𝘃𝗦𝗽𝗲𝗮𝗸 – 𝗧𝗵𝗲 𝗣𝗼𝗱𝗰𝗮𝘀𝘁 𝗳𝗼𝗿 𝘁𝗵𝗲 𝗥𝗲𝘃𝗲𝗻𝘂𝗲-𝗗𝗿𝗶𝘃𝗲𝗻 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗦𝘂𝗰𝗰𝗲𝘀𝘀 𝗟𝗲𝗮𝗱𝗲𝗿 (Spotify, Apple, or wherever you listen).

Prefer the video + slides? I’ll drop the ChurnZero replay link in the comments.

🎯 New year. New expectations.
And for CS leaders, AI is at the top of the list.

In 2026, AI isn’t just another tool your team plays with.
It’s a strategic capability you’re expected to lead.

But if your goals this year include:
→ Leading with more clarity
→ Operationalizing AI with confidence
→ Proving ROI without the hype

…then this free masterclass was designed for you:

📅 𝗧𝗵𝗲 𝗔𝗜-𝗥𝗲𝗮𝗱𝘆 𝗖𝗦 𝗟𝗲𝗮𝗱𝗲𝗿: 𝗧𝗵𝗲 𝗦𝗸𝗶𝗹𝗹𝘀, 𝗦𝘆𝘀𝘁𝗲𝗺𝘀 & 𝗣𝗹𝗮𝘆𝘀 𝗬𝗼𝘂 𝗡𝗲𝗲𝗱 𝗳𝗼𝗿 𝟮𝟬𝟮𝟲
🗓️ Wednesday, January 14
🕚 11 AM ET | 8 AM PT | 5 PM CET
📍 Live on Zoom
🎟️ Register here to save your seat → https://lnkd.in/gmrJFjsq

We’ll walk through:
✅ The Big Shift in CS leadership: why AI is now your responsibility
✅ The 4 essential leadership skills to develop in 2026
✅ The AI Maturity Model for Customer Success: how teams move from ad-hoc AI use to embedded capability
✅ How AI changes execution, decision-making, and outcomes as CS workflows mature

The future of CS leadership is AI-enabled.
Start building it now.

Most teams treat onboarding as implementation + training.
That’s not wrong but it’s 𝘪𝘯𝘤𝘰𝘮𝘱𝘭𝘦𝘵𝘦.

Because onboarding is where you either:
→ turn the sales promise into a clear first outcome, or
→ create quiet risk that shows up later as “surprise churn”

In 𝗘𝗣𝟯𝟲: 𝗣𝗹𝗮𝘆𝗯𝗼𝗼𝗸 𝗧𝗲𝗮𝗿𝗱𝗼𝘄𝗻: 𝗢𝗻𝗯𝗼𝗮𝗿𝗱𝗶𝗻𝗴, I break down what a strong onboarding motion actually needs:
✅ What a strong Sales to CS handoff should include so you are not rebuilding context from scratch
✅ How to use kickoff for real discovery (not just a “welcome” + project plan review)
✅ How to align on overall expected value and your first value outcome with clear success signals to prove progress
✅ How to define “onboarded” in a way that includes value, not just completed activities
✅ A practical way to audit your current onboarding and make small upgrades that de-risk renewal

If your onboarding feels like a checklist parade and you’re still seeing churn later, this episode is a goldmine.

You'll get strategies, tactics, and real-world moves you can apply immediately.

🎧 Listen now: CS RevSpeak - 𝗧𝗵𝗲 𝗣𝗼𝗱𝗰𝗮𝘀𝘁 𝗳𝗼𝗿 𝘁𝗵𝗲 𝗥𝗲𝘃𝗲𝗻𝘂𝗲-𝗗𝗿𝗶𝘃𝗲𝗻 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗦𝘂𝗰𝗰𝗲𝘀𝘀 𝗟𝗲𝗮𝗱𝗲𝗿 (find it on Spotify, Apple, or wherever you listen).

Most “culture problems” are really leadership problems.
I’ve seen both sides of that.

For most of my career, I’ve been lucky.
I worked with leaders who led with empathy, had my back, and made it safe to grow, ask for help, and be human.

Then I reported to the opposite kind of leader.

𝗧𝗼𝘁𝗮𝗹 𝘄𝗵𝗶𝗽𝗹𝗮𝘀𝗵.

Suddenly I was dealing with someone who:
❌ made passive-aggressive “comments to the room” instead of having direct conversations
❌ made you question your capability rather than build your confidence
❌ played favorites

And the hardest part isn’t even the behavior.
It’s what it does to you over time.

You start second-guessing your value.
Your contributions.
Your instincts.

Here’s what I’ve learned through it:
You can survive a tough role.
You can navigate high pressure.
You can manage complexity.

But if you don’t have a leader who supports you, protects you, and helps you grow, it’s hard to stay.

You can love the mission. You can like the team.
But a good role can’t compensate for a bad leader.

Because great leaders don’t weaponize ambiguity.
They don’t undermine confidence.
They don’t make you decode their intentions or earn basic trust.

Great leaders make you feel seen.
Heard.
Supported.
Held to a high standard without being diminished.

If you’ve ever gone from a healthy environment to a toxic one,
you know this kind of whiplash.

And if you’re in it now, hear me:
You’re not the problem.
You deserve the kind of leadership that brings out your best.

_________________________________________

Hi, I’m Angeline 👋 I talk about 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗦𝘂𝗰𝗰𝗲𝘀𝘀, 𝗿𝗲𝘃𝗲𝗻𝘂𝗲 and 𝗹𝗲𝗮𝗱𝗲𝗿𝘀𝗵𝗶𝗽. I’ve built CS orgs in scrappy startups and high-growth scale-ups and I share what I’ve learned (𝘢𝘯𝘥 𝘶𝘯𝘭𝘦𝘢𝘳𝘯𝘦𝘥). 
Want it in your inbox? 𝗦𝗶𝗴𝗻 𝘂𝗽 𝗳𝗼𝗿 𝗺𝘆 𝗳𝗿𝗲𝗲 𝗻𝗲𝘄𝘀𝗹𝗲𝘁𝘁𝗲𝗿. [Link in profile]"

CS leaders: we need to get brutally clear on what we can control vs. what we can only influence.

Because CS will humble you fast.

You can do everything “right”:
great onboarding, strong adoption, a happy champion…

…and still lose the account because the customer changed:
new exec, new priorities, budget freeze, re-org.

That’s not a failure of effort.
That’s reality.

Where we burn out is when we confuse responsibility with control.

You are responsible for the outcome.
But you don’t control every variable that drives it.

So the leadership move in 2026 isn’t gripping tighter.

It’s getting clear on the levers that are actually yours:
→ the system your team runs on (not heroics)
→ how early risk gets surfaced (and escalated)
→ how your team tells the value story when things get messy
→ how you coach people through hard conversations
→ how you show up when uncertainty hits

When you lead the controllables well, two things happen:
1️⃣ you create more consistency (even in chaos)
2️⃣ your team stops operating from anxiety and starts operating from clarity

And that’s when your impact multiplies.

If this resonates, I break it down in today’s newsletter: “5 things you can’t control in CS and 5 you absolutely can.”

📩 The newsletter drops at 10 AM ET. Subscribe now to get it in your inbox.

Still buzzing from my AI masterclass yesterday.

What an amazing group of CS leaders who genuinely want to stay on the front edge of what’s next and do it responsibly.

I really do have a lot of fun running these learning sessions and hearing what’s going on inside other CS organizations.

Three things really stood out for me:

𝟭) 𝗠𝗼𝘀𝘁 𝗖𝗦 𝘁𝗲𝗮𝗺𝘀 𝗮𝗿𝗲 𝘀𝘁𝗶𝗹𝗹 𝗶𝗻 𝗲𝘅𝗽𝗲𝗿𝗶𝗺𝗲𝗻𝘁𝗮𝘁𝗶𝗼𝗻 𝗺𝗼𝗱𝗲.
They’re trying tools, testing prompts, dabbling in workflows but it hasn’t quite become a repeatable operating rhythm yet.

𝟮) 𝗧𝗵𝗲 𝗯𝗶𝗴𝗴𝗲𝘀𝘁 “𝗮𝗵𝗮” 𝘄𝗮𝘀 𝗵𝗼𝘄 𝘀𝗶𝗺𝗽𝗹𝗲 𝘀𝘁𝗮𝗿𝘁𝗶𝗻𝗴 𝗰𝗮𝗻 𝗯𝗲.
Narrowing down to 2–3 workflows to begin with made it feel doable instead of overwhelming.

𝟯) 𝗧𝗵𝗲 𝗻𝗲𝘅𝘁 𝗾𝘂𝗲𝘀𝘁𝗶𝗼𝗻 𝗲𝘃𝗲𝗿𝘆𝗼𝗻𝗲’𝘀 𝗮𝘀𝗸𝗶𝗻𝗴 𝗶𝘀 𝗺𝗮𝘁𝘂𝗿𝗶𝘁𝘆.
How do you move from experiments to something consistent, scalable, and trustworthy without turning it into chaos for the team or a weird customer experience?

It made me realize: the mindset is there. 
The operating rhythm is what’s missing.

And that’s why so many leaders feel behind.

But the thing is, 𝗔𝗜 𝗶𝘀 𝘀𝘁𝗶𝗹𝗹 𝗻𝗮𝘀𝗰𝗲𝗻𝘁.
Everyone is learning as we go.

So if you feel “behind,” you’re probably not.
You’re just early in the maturity curve.

And that’s a good place to be. 

Because the leaders who do well here won’t be the ones chasing tools.

They’ll be the ones building the basics: standards, confidence, and consistent adoption.

_________________________________________

Hi, I’m Angeline 👋 I talk about 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗦𝘂𝗰𝗰𝗲𝘀𝘀, 𝗿𝗲𝘃𝗲𝗻𝘂𝗲 and 𝗹𝗲𝗮𝗱𝗲𝗿𝘀𝗵𝗶𝗽. I’ve built CS orgs in scrappy startups and high-growth scale-ups and I share what I’ve learned (𝘢𝘯𝘥 𝘶𝘯𝘭𝘦𝘢𝘳𝘯𝘦𝘥). 
Want it in your inbox? 𝗦𝗶𝗴𝗻 𝘂𝗽 𝗳𝗼𝗿 𝗺𝘆 𝗳𝗿𝗲𝗲 𝗻𝗲𝘄𝘀𝗹𝗲𝘁𝘁𝗲𝗿. [Link in profile]

The toughest thing to build with your team is trust.
Because you can’t “train” it the way you train a skill.

It’s earned and built in the small moments.
When things go wrong. When someone disagrees. When bad news needs to be said.

And it’s just as easy to break.
Because people can feel it when you’re not genuine.

Trust is built through consistency.
And by showing your team over and over what they can expect from you.

Here are 10 ways leaders build trust (and keep it):

1️⃣ Say the hard thing early.
Your team can handle truth. They struggle with ambiguity.

2️⃣ Do what you said you’d do.
Reliability is leadership. People stop second-guessing when they know they can count on you.

3️⃣ Explain the “why,” not just the “what.”
People handle change better when they understand how this connects to the bigger picture.

4️⃣ Protect your team in public. Coach in private.
Praise in public. Feedback in private. Always.

5️⃣ Set the bar and hold it consistently.
Inconsistency feels like favoritism.

6️⃣ Own your part first.
Accountability starts at the top.

7️⃣ Listen to understand what’s really going on.
Understanding first. Solutions second.

8️⃣ Make it safe to surface bad news.
If people fear consequences, they’ll hide reality.

9️⃣ Be steady under pressure.
People don’t need you to have all the answers. They need you to be grounded.

🔟 Give credit loudly.
Recognition isn’t fluff. People work harder when they feel seen.

Low trust is a silent tax.
You’ll feel it in missed opportunities, slower decisions, and unspoken concerns.

If your team doesn’t trust you, everything costs more:
time, energy, honesty, and speed.

And in an industry where performance, efficiency, and outcomes are always scrutinized, trust is what keeps your team calm, credible, and consistent.

That’s the kind of CS leadership the industry needs right now.
_________________________________________

Hi, I’m Angeline 👋 I talk about 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗦𝘂𝗰𝗰𝗲𝘀𝘀, 𝗿𝗲𝘃𝗲𝗻𝘂𝗲 and 𝗹𝗲𝗮𝗱𝗲𝗿𝘀𝗵𝗶𝗽. I’ve built CS orgs in scrappy startups and high-growth scale-ups and I share what I’ve learned (𝘢𝘯𝘥 𝘶𝘯𝘭𝘦𝘢𝘳𝘯𝘦𝘥). 
Want it in your inbox? 𝗦𝗶𝗴𝗻 𝘂𝗽 𝗳𝗼𝗿 𝗺𝘆 𝗳𝗿𝗲𝗲 𝗻𝗲𝘄𝘀𝗹𝗲𝘁𝘁𝗲𝗿. [Link in profile]

One of the biggest reasons I chose entrepreneurship is simple:
I want to build a business that fits my life.

And for me, that means:
More time with my family.
More room to travel.
More space to build myself physically, mentally, creatively.

Because for a long time, life fit around work.
And I didn’t want to keep living like that.

So as I build CS RevSpeak, I’m designing the business around the life I actually want:

→ a calendar that doesn’t require me to be “on” all day
→ work that’s deep and meaningful
→ enough margin to be a better partner/parent/friend/human
→ seasons of intensity without a life of intensity

This isn’t me working less.
It’s me working with intention.

I want to do ambitious work.
And I want to do it without sacrificing the people and the life that matter most.

I’ve done the version of life where work takes up all the air in the room.
I’m not doing that again.
𝗜’𝗺 𝗻𝗼𝘁 𝘁𝗿𝗮𝗱𝗶𝗻𝗴 𝗼𝗻𝗲 𝗸𝗶𝗻𝗱 𝗼𝗳 𝗲𝘅𝗵𝗮𝘂𝘀𝘁𝗶𝗼𝗻 𝗳𝗼𝗿 𝗮𝗻𝗼𝘁𝗵𝗲𝗿.

_________________________________________

Hi, I’m Angeline 👋 I talk about 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗦𝘂𝗰𝗰𝗲𝘀𝘀, 𝗿𝗲𝘃𝗲𝗻𝘂𝗲 and 𝗹𝗲𝗮𝗱𝗲𝗿𝘀𝗵𝗶𝗽. I’ve built CS orgs in scrappy startups and high-growth scale-ups and I share what I’ve learned (𝘢𝘯𝘥 𝘶𝘯𝘭𝘦𝘢𝘳𝘯𝘦𝘥). 
Want it in your inbox? 𝗦𝗶𝗴𝗻 𝘂𝗽 𝗳𝗼𝗿 𝗺𝘆 𝗳𝗿𝗲𝗲 𝗻𝗲𝘄𝘀𝗹𝗲𝘁𝘁𝗲𝗿. [Link in profile]

"In a remote environment, we don’t really know how much time people are putting into their work…”

A CS leader said this to me recently.

It was meant as a jab.
And I’ll be honest, I was so caught off guard I didn’t even have a clever response.

But after it sat with me, I realized why it bothered me.
It revealed the assumptions they lead with.

It was disappointing because it reflected a lack of trust at the core.

If you measure people by hours,
you don’t understand 𝘁𝗿𝘂𝘀𝘁.

If your default assumption is that your team is doing less,
you don’t understand 𝗹𝗲𝗮𝗱𝗲𝗿𝘀𝗵𝗶𝗽.

If you need visibility to believe someone is working,
you don’t understand 𝗼𝘄𝗻𝗲𝗿𝘀𝗵𝗶𝗽.

Well, here's the harsh truth:

👉 People who want to contribute will contribute,
with or without you watching.

👉 People who don’t… won’t,
even if they’re sitting right in front of you.

👉 And managers who don’t trust their team create the very disengagement they fear.

Nothing kills a team faster than a manager who leads with suspicion.

You know what happens when leaders assume their people aren’t working?

-> High performers disengage first.
-> Average performers do just enough to avoid being targeted.
-> Everyone learns to manage the manager instead of the work.
-> The team stops being creative and starts being careful.

Remote work isn’t the problem.
A lack of trust is.

If you need proof someone is working,
you haven’t built the right culture
or the right relationships.

Trust is a leadership skill.
And the leaders who can’t build it?
Their teams will always feel like they’re “not doing enough,”
no matter how hard they’re actually working.

_________________________________________

Hi, I’m Angeline 👋 I talk about 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗦𝘂𝗰𝗰𝗲𝘀𝘀, 𝗿𝗲𝘃𝗲𝗻𝘂𝗲 and 𝗹𝗲𝗮𝗱𝗲𝗿𝘀𝗵𝗶𝗽. I’ve built CS orgs in scrappy startups and high-growth scale-ups and I share what I’ve learned (𝘢𝘯𝘥 𝘶𝘯𝘭𝘦𝘢𝘳𝘯𝘦𝘥). 
Want it in your inbox? 𝗦𝗶𝗴𝗻 𝘂𝗽 𝗳𝗼𝗿 𝗺𝘆 𝗳𝗿𝗲𝗲 𝗻𝗲𝘄𝘀𝗹𝗲𝘁𝘁𝗲𝗿. [Link in profile]"

Everyone says CS leaders need to be “growth leaders.”
But what does that actually mean in practice?

Because most CS leaders are already carrying a lot: retention pressure, expansion targets, cross-functional misalignment, product gaps plus keeping the team steady.

So when someone says “be a growth leader,” it can feel like another mandate without any margin.
Like: 𝘚𝘶𝘳𝘦. 𝘖𝘯 𝘵𝘰𝘱 𝘰𝘧 𝘸𝘩𝘢𝘵 𝘐’𝘮 𝘢𝘭𝘳𝘦𝘢𝘥𝘺 𝘥𝘰𝘪𝘯𝘨?

Here’s the reframe that actually helps:

A growth-minded CS leader doesn’t “do more.”
They change what the team defaults to so retention and expansion become more likely without heroics.

It shows up in small, unglamorous leadership moves like:
✅ what gets measured and reinforced weekly (so the team isn’t just busy)
✅ how you build influence before you need it (so CS isn’t always pushing uphill)
✅ how you tell the internal story of customer impact (so CS is positioned as a growth lever, not a support function)

That’s the shift:
from managing accounts → 𝗱𝗲𝘀𝗶𝗴𝗻𝗶𝗻𝗴 𝗼𝘂𝘁𝗰𝗼𝗺𝗲𝘀
from reacting to churn → 𝗯𝘂𝗶𝗹𝗱𝗶𝗻𝗴 𝗿𝗲𝘁𝗲𝗻𝘁𝗶𝗼𝗻 𝗼𝗻 𝗽𝘂𝗿𝗽𝗼𝘀𝗲
from delivering work → 𝗶𝗻𝗳𝗹𝘂𝗲𝗻𝗰𝗶𝗻𝗴 𝗴𝗿𝗼𝘄𝘁𝗵

I wrote more on this in today’s newsletter: “𝗧𝗵𝗲 𝗚𝗿𝗼𝘄𝘁𝗵 𝗟𝗲𝗮𝗱𝗲𝗿 𝗠𝗶𝗻𝗱𝘀𝗲𝘁 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗦𝘂𝗰𝗰𝗲𝘀𝘀 𝗡𝗲𝗲𝗱𝘀 𝗥𝗶𝗴𝗵𝘁 𝗡𝗼𝘄.”

If this hit home, I unpack the full mindset shift (with examples) in today’s CS RevSpeak newsletter.

📩 It drops at 10 AM ET. Subscribe now to get it in your inbox.

Enrollment is now open for the 𝗔𝗜 𝗳𝗼𝗿 𝗖𝗦 𝗟𝗲𝗮𝗱𝗲𝗿𝘀: 𝗘𝘅𝗲𝗰𝘂𝘁𝗶𝘃𝗲 𝗕𝗼𝗼𝘁𝗰𝗮𝗺𝗽.

It's my 4-week, non-technical program designed to help you:
✅ Build a focused AI strategy
✅ Scope real use cases that move the needle
✅ Redesign workflows to scale human + AI collaboration
✅ Lead with structure, confidence, and credibility

In this economy, efficiency isn’t optional.
It’s the difference between treading water and becoming mission-critical.

𝗧𝗵𝗮𝘁’𝘀 𝗲𝘅𝗮𝗰𝘁𝗹𝘆 𝘄𝗵𝗲𝗿𝗲 𝗔𝗜 𝗰𝗼𝗺𝗲𝘀 𝗶𝗻 𝗳𝗼𝗿 𝗖𝗦.

Not hype.
Not tools for tools’ sake.
But strategic leverage where it matters most:
→ Reducing cost-to-serve
→ Surfacing risk earlier
→ Giving your team back time for high-impact work

The hard part?
Most CS leaders were handed the responsibility…
…without a playbook.

That’s why I built this program.

It’s shaped by insights from 100+ CS leaders through surveys, DMs, and 1:1s over the last quarter.

We start Monday, January 19.
There’s still time to jump in.

👉 Check out the program details & enroll here: https://lnkd.in/gkQwe2Sd

Questions about fit? Happy to talk it through. Just DM me.

Most “new year goals” fail for one simple reason.
They rely on motivation, not mechanics.

Motivation is a mood.
Mechanics are a system.

And when January turns into reality,
→ back-to-back meetings
→ escalations
→ budget pressure
motivation is the first thing to disappear.

That’s why so many leaders start the year inspired
but end the quarter feeling behind.

Because the gap isn’t willpower.
It’s defaults.

A reactive calendar creates reactive leadership.
No focus time = no strategy.
No coaching rhythm = no real development.
No “no’s” = no space to build.

Goals don’t fix any of that.
Habits do.

Leadership isn’t about waking up one day and being more strategic, more influential, or more confident.

It’s about showing up that way consistently
➡️ through better systems, 
➡️ clearer decisions, 
➡️ and stronger habits.

So before you set another goal for 2026, ask:
𝗪𝗵𝗮𝘁 𝗵𝗮𝗯𝗶𝘁 𝘄𝗶𝗹𝗹 𝗰𝗮𝗿𝗿𝘆 𝗶𝘁 𝘄𝗵𝗲𝗻 𝗺𝗼𝘁𝗶𝘃𝗮𝘁𝗶𝗼𝗻 𝗱𝗼𝗲𝘀𝗻’𝘁?

If this resonates, I break it down in today’s newsletter: 7 Habits for Leading With More Intention in 2026.

📩 The newsletter drops at 10 AM ET.
𝗦𝘂𝗯𝘀𝗰𝗿𝗶𝗯𝗲 𝗻𝗼𝘄 𝗮𝗻𝗱 𝗴𝗲𝘁 𝗶𝘁 𝗱𝗲𝗹𝗶𝘃𝗲𝗿𝗲𝗱 𝗶𝗻 𝘆𝗼𝘂𝗿 𝗶𝗻𝗯𝗼𝘅.

As if CS didn’t already have enough on its plate,
then we introduced AI.

I know.
We’re all a little tired of the hype.
Another hot take. Another “game-changing” tool.

But the thing is:
The reason everyone is talking about AI…
…is because your execs expect progress,
Your peers are testing it,
And your team is wondering what it means for their future.

The pressure is real.
But the guidance is missing.

That’s why I’m running this live masterclass.

Because I know the expectations are rising,
But the playbooks aren’t keeping up.
It’s still a level field and I want to help you get ahead with the right tools and clarity.

𝗧𝗵𝗲 𝗔𝗜-𝗥𝗲𝗮𝗱𝘆 𝗖𝗦 𝗟𝗲𝗮𝗱𝗲𝗿: 𝗛𝗼𝘄 𝗖𝗦 𝗟𝗲𝗮𝗱𝗲𝗿𝘀 𝗠𝗼𝘃𝗲 𝗳𝗿𝗼𝗺 𝗔𝗜 𝗘𝘅𝗽𝗲𝗿𝗶𝗺𝗲𝗻𝘁𝗮𝘁𝗶𝗼𝗻 𝘁𝗼 𝗘𝗺𝗯𝗲𝗱𝗱𝗲𝗱 𝗖𝗮𝗽𝗮𝗯𝗶𝗹𝗶𝘁𝘆
🗓️ Wednesday, January 14
🕚 11 AM ET | 8 AM PT | 5 PM CET
📍 Live on Zoom
🎟️ Register here to save your seat → https://lnkd.in/gmrJFjsq

You need a clear starting point, a real framework, and support from someone who gets the CS reality.
That’s what this is. 
Hope to see you there!

Open article: The AI-Ready CS Leader: How CS Leaders Move from AI Experimentation to Embedded Capability by csrevspeak.com

The AI-Ready CS Leader: How CS Leaders Move from AI Experimentation to Embedded Capability

CS leaders: Quick gut check on AI.
If these 3 signals resonate, you’re already leading better than most:

✅ You’re not jumping at every new tool.
You’re asking: “Where would this actually make our work easier or better?”

✅ You’ve stopped testing AI just to see what it can do.
Now you’re focused on real problems like saving time on QBRs, surfacing risk sooner, or helping stretched CSMs stay focused.

✅ You know it’s not about being technical. It's about being strategic.
You’re thinking in terms of structure, data flow, ownership, and measurable outcomes.

Whether these feel familiar or like the next step —
this is the conversation CS leaders need to be in right now.

👇 That’s exactly what I’ll walk you through in this upcoming free masterclass:

𝗧𝗵𝗲 𝗔𝗜-𝗥𝗲𝗮𝗱𝘆 𝗖𝗦 𝗟𝗲𝗮𝗱𝗲𝗿: 𝗛𝗼𝘄 𝗖𝗦 𝗟𝗲𝗮𝗱𝗲𝗿𝘀 𝗠𝗼𝘃𝗲 𝗳𝗿𝗼𝗺 𝗔𝗜 𝗘𝘅𝗽𝗲𝗿𝗶𝗺𝗲𝗻𝘁𝗮𝘁𝗶𝗼𝗻 𝘁𝗼 𝗘𝗺𝗯𝗲𝗱𝗱𝗲𝗱 𝗖𝗮𝗽𝗮𝗯𝗶𝗹𝗶𝘁𝘆
🗓️ Wednesday, January 14
🕚 11 AM ET | 8 AM PT | 5 PM CET
📍 Live on Zoom
🎟️ Register here to save your seat → https://lnkd.in/gmrJFjsq

We’ll walk through:
✅ The Big Shift in CS leadership: why AI is now your responsibility
✅ The 4 essential leadership skills to develop in 2026
✅ The AI Maturity Model for Customer Success: how teams move from ad-hoc AI use to embedded capability
✅ How AI changes execution, decision-making, and outcomes as CS workflows mature

2026 will raise the bar for AI fluency in CS leadership.
Start building it now.

Open article: The AI-Ready CS Leader: The Skills, Systems, and Plays You Need for 2026 by csrevspeak.com

The AI-Ready CS Leader: The Skills, Systems, and Plays You Need for 2026

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