https://kieron.me/notes/Payments, partnerships and the work itself.en-gbhttps://kieron.me/notes/nobody-churns-at-renewal/https://kieron.me/notes/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.Mon, 31 Aug 2026 23:46:16 +0100On categorieshttps://kieron.me/notes/tier-1-is-not-a-tier-it-is-a-temperament/https://kieron.me/notes/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.Wed, 22 Jul 2026 10:00:00 +0100On relationshipshttps://kieron.me/notes/why-most-cs-frameworks-break-the-moment-they-meet-tier-1-enterprise/https://kieron.me/notes/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.Wed, 01 Jul 2026 10:00:00 +0100On building thingshttps://kieron.me/notes/three-sides-of-the-rails/https://kieron.me/notes/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.Wed, 10 Jun 2026 10:00:00 +0100On the work itselfhttps://kieron.me/notes/building-cs-from-scratch/https://kieron.me/notes/building-cs-from-scratch/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.Wed, 20 May 2026 20:54:27 +0100On building things