by Stephanie Bennett | Jun 11, 2026 | Customer Success
When you’re building a customer success function, one of the first structural decisions you’ll make is how hands-on to be. How much human interaction does each customer get? When does it make sense to automate versus call? That’s the high-touch vs....
by Stephanie Bennett | Jun 4, 2026 | Customer Success, Operations
You’ve tried everything. Better onboarding. More frequent check-ins. Customer health scores. Discount offers at renewal. Executive escalations. You’ve made real investments in reducing churn. The number keeps moving but won’t stay down. The reason is...
by Stephanie Bennett | May 28, 2026 | Customer Success, Fractional Leadership
For a while, you handled customer success yourself. You knew every customer. You did the onboarding call, the check-in email, the quarterly review. It worked because you could. Then you hit the point where it stopped working. Too many customers. Not enough hours....
