Two posts on setting up Customer Success and why the standard frameworks often fall short.
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.
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.