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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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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


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


Why Segmentation Matters (Even If You’re Not Ready to Scale Yet)
Transform your CS team from firefighting to growth-driving with strategic customer segmentation. Learn the proven framework for high-touch CS and pooled models that scales with your business.

Linnea Olson
Sep 16, 20252 min read


When to Hire Your First CSM – 2025 SaaS Founder’s Guide to Retention & Growth
From customer count to retention targets, learn exactly when and how to hire a CSM to unlock growth and reduce churn in your SaaS.

Nina Wilkinson
Sep 8, 20256 min read
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