Nobody churns at renewal
Renewal is when you find out. The decision usually got made a year earlier, during an integration that went badly and never got properly fixed. Here is where it actually happens.
Notes
Writing on payments and the work of doing it.
Occasional posts on customer success, enterprise relationships, the inside view of issuing and acquiring, and whatever else seems worth writing down.
31 Aug 2026
8 min read
22 Jul 2026
Tier 1 is not a tier. It is a temperament.
Most companies define their top customer segment by deal size. The useful definition is the one that actually predicts how the relationship will behave. Here is what Tier 1 really means, and why so many CS teams get it wrong.
6 min read
1 Jul 2026
Why most CS frameworks break the moment they meet Tier 1 enterprise.
Customer Success has a literature problem. Most of it was written for SaaS. Almost none of it survives contact with a Tier 1 enterprise customer in a regulated industry. Here is what actually breaks, and what to do about it.
8 min read
10 Jun 2026
Three sides of the rails.
Most payments people specialise on one side of the rails for their whole career. Having worked across acquiring, orchestration, and issuing, here is what Customer Success actually looks like on each, and why the differences matter more than the industry admits.
8 min read
20 May 2026
What I learned building Customer Success functions from scratch, twice.
Building CS in a payments business from zero. What actually matters, what does not, and why most frameworks you read about online break the moment they hit a Tier 1 customer.
9 min read