The Expansion Playbook Newsletter
Weekly frameworks to help expand your customers, company, and career. Read by 500+ CS & Sales leaders.
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Past Issues
Off by 5 Degrees
A plane that leaves Chicago for London five degrees off course lands in Frankfurt, 344 miles past its destination. The same thing happens to a customer success team when it celebrates a metric that has quietly drifted from the outcome. The wrong metric makes the operator look like they are winning while the customer is failing. Choosing the right metric is the expertise.
The Driver's Seat
When you work with a customer, someone is always in the driver's seat. If it isn't you, it's the customer, and they'll steer you right back into the problem they hired you to solve. The Driver's Seat is the discipline of earning the right to lead through captured expertise, then defending it in the four moments that decide every customer relationship.
Shape the Goal
Most customers don't walk in with a goal worth getting. They walk in with project tasks, vague aspirations, and whatever language the sales team handed them on the way out the door. The job isn't to ask for goals. It's to shape them.
The No-Gap Mission
Most mission statements describe what the company does. The best ones describe what the customer is trying to accomplish, with the company as the path that gets them there. The No-Gap Mission is the difference between a sentence that talks past your customer and one they recognize as their own goal.
The Methodology Moat
AI didn't kill your moat, it just exposed that features were never the differentiator. The Methodology Moat, your ability to consistently make customers successful, is the only durable competitive advantage left.
Who Really Owns Churn?
Customer Success owns churn reduction — not because it's always their fault, but because they're closest to the truth. Here's why that distinction matters.
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