Author: admin
-
Why Customer Success Is Structurally Set Up to Fail © Jonathan Greaves July 2025 Controversial view. Customer Success as a function is quietly failing. I don’t think Customer Success fails because the people are bad at the job. I think many Customer Success teams are structurally set up to fail. That’s a very different problem.…
-
KPIs Are Indicators — Not Relationship Health June 2025 © Jonathan Greaves Your KPIs are being hit. Your customer health score looks strong. So why does the relationship still feel fragile? This is the paradox I kept seeing across B2B SaaS. Teams were working hard.Metrics looked healthy.Reports looked positive. Yet churn still appeared “unexpectedly.” The…
-
Success Is Everybody’s Job and Nobody’s Responsibility June 2025 – Jonathan Greaves © Customer success is a team sport. At least that’s what most modern SaaS companies say. It sounds collaborative. Healthy. Progressive. But in practice, it often creates a dangerous operational problem. When success is everybody’s job it quietly becomes nobody’s responsibility. Sales closes…