by Stephanie Bennett | Sep 10, 2026 | Customer Success
Your dashboard flags an account as high risk. Your CS team burns an afternoon on a save play. The account renews without blinking, on schedule, no drama. Meanwhile the account that actually churned last month? Green score, right up until the cancellation email. If...
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....
