Embedded Files
INSERT GENERIC ENCOURAGEMENT HERE 🙄
04 June 2026INSERT GENERIC ENCOURAGEMENT HERE 🙄
Walking over the Tilikum Crossing here in Portland yesterday, I saw a great lamppost sticker about halfway across the bridge. “GENERIC ENCOURAGEMENT”, repeated four times just to make sure I was *really* encouraged...
Listening Between the Lines
28 May 2026Listening Between the Lines
Relationship-oriented Customer Success folks tend to hold a lot internally. They process before they speak, they're careful about what they surface and when, and they've usually already thought through all of the angles of a problem before they bring it to you. This quality makes them exceptional in the room with a customer, and conversely it can lead to underestimating them in a team setting...
What the Heck is CARRP and Why Should I Care?
21 May 2026What the Heck is CARRP and Why Should I Care?
I've been reading Secure by Dr. Amir Levine; it’s a followup to Attached, which got folks thinking a number of years back about the secure/anxious/avoidant attachment model. Fair warning...
Accountability without Authority
20 May 2026Accountability without Authority
CS folks hold themselves personally accountable to outcomes they often don't control. While the relationship with the customer is yours and you manage the delivery timeline, there are no guarantees that the cross-functional partners who don't report to you show up in all the ways you need to ensure a successful outcome.Â
Learning to Let Go as a Newer Customer Success Manager
28 April 2026Learning to Let Go as a Newer Customer Success Manager
Folks who are successful in CS tend to be relationship-oriented and hold themselves personally accountable to own outcomes regardless of their level of authority. This style is incredibly useful as an individual contributor and earns long-term customer trust. These highly invested, emotionally intelligent people are often promoted quickly, and suddenly find that they need to let go of some of the very habits that made them amazing in their previous roles. When you lead a CS team, staying too deeply hands-on can both undermine your team and overwhelm you...
Empathy and Accountability Don't Have to Compete
25 April 2026Empathy and Accountability Don't Have to Compete
Recently, a number of my conversations have revolved around the relationship between empathy and accountability, and specifically how to experience it as compatibility rather than tension...
EmpathyNerd, A Year in the Making
22 April 2026EmpathyNerd, A Year in the Making
EmpathyNerd has been humming along quietly for nearly a year now, and I never quite put my print("Hello, World!") out there.
This time last year, I took on a number of new projects, excited to reconnect with old clients from my Amanders Consulting years and reach back out to folks who’ve leaned on me for advisory support long after I retired Amanders. Turns out the demand never waned, just my availability.
The challenges Customer Success leaders are facing haven’t really shifted since then, even though...Â
Page updated
Report abuse