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Tuesdays in the Trenches
Every Tuesday we're sharing our thoughts from the trenches on how you can
drive retention and grow your revenue using your CS team
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The New QBR: Automating Business Reviews that Actually Drive Expansion Revenue
The New QBR: Automating Business Reviews that Drive Expansion Revenue. Rethink QBRs as discovery sessions, not status reports. Unlock expansion opportunities with automation.

Nina Wilkinson
Jan 2811 min read


The Best Defense is a Good Offense: How to Proactively Reduce Downgrades and Contraction
Don't just defend your revenue—go on the offense! How to Proactively Reduce Downgrades and Contraction and turn retention into your #1 growth engine. Unlock the plays that secure your ARR in any economy.

Nina Wilkinson
Jan 137 min read


Your First 90 Days: Building a Scalable Customer Onboarding Playbook
Your customers make the renewal decision in the first 45 days. Move from bespoke workflows to a repeatable onboarding engine that predicts long-term adoption. Stop the churn before it starts.

Nina Wilkinson
Jan 610 min read


How to Run Book Cuts That Protect ARR: A Capacity-First Strategy for CS Teams
Most book cuts fail because they're revenue-led, not capacity-led. Learn the 3-step data-driven framework CS and revenue leaders use to reduce churn risk, prevent CSM burnout, and optimize customer coverage during year-end planning.

Linnea Olson
Dec 9, 20254 min read


How to Keep Your CSMs Motivated and Productive in December (So You Don't Lose January)
Stop losing January renewals to holiday slowdowns. Proven December tactics for high-touch accounts that protect renewals and drive expansion.

Nina Wilkinson
Nov 17, 20256 min read


How to Sell the Value of Your CS Team (And Get the Headcount You Actually Need)
Tired of capacity planning battles? This guide shows revenue leaders how to justify CS headcount with data that wins board approval and spares you the headache.

Nina Wilkinson
Nov 4, 20258 min read


CSMs vs. AMs: How to End the Chaos and Boost Retention
CSM vs. AM: Defining Roles to Protect Revenue and Improve the Customer Experience

Nina Wilkinson
Oct 21, 20259 min read


AI in Customer Success: Your Blueprint for Scaling Human Connection (Not Replacing It)
Tactical playbook for SaaS leaders to deploy AI in customer success—practical prompts, KPIs, and implementation phases to increase coverage and expansion. Ready to accelerate? Book a strategic consultation.

Nina Wilkinson
Oct 7, 202511 min read


🎃 The Scariest Thing This Season: Churn
Don't let churn haunt your growth. For SaaS leaders, the key isn't fighting fires—it's building a system. Discover how to operationalize churn signals, from health scoring to CSM playbooks, and turn retention into your biggest revenue driver.

Linnea Olson
Sep 30, 20253 min read
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