Writing
Thinking out loud.
Notes on customer success, measurement, and the parts of the job people don't write about.
From defining ROI to demonstrating impact
Customer success ROI has to be defined against your business model before you pick a single metric. What works for SaaS doesn't work for subscription-financed products, and choosing the wrong measure quietly wastes a year.
How to secure a fair compensation package
Understanding your worth, articulating it, timing the conversation, and anchoring properly. A weakness I turned into a strength.
Have you ever asked why you chose that number?
Most KPIs are inherited, not reasoned. Why one million and not two? Asking why the target is the target turns out to be half the work of hitting it.