HeyJaredThe CS Café Newsletter
Customer Success systems that prevent churn, grow NRR, and earn exec trust. Trusted by 4,300+ CS and revenue pros.
- Indexed issues, last 90 days
- 16
- Latest publication
- Sep 30, 2026
- Audience
- Checking…
- Earliest in this view
- Aug 2, 2026
Latest issues
How a Salesperson became a technical CSM at PostHog (opens the original)
Read excerpt
Your team’s metrics are training you out of the one habit that makes a CSM technical.Ella Cullen, a technical CSM at PostHog, came from 7 years in sales with no computer science degree. Her main habit fits in one line. When a customer asks a technical question, try to answer it yourself before you forward it to an engineer. Her full piece is here.Many CS teams measure speed, and forwarding is the fastest move you have.Here’s how to build the habit anyway.Why Most CSMs Never
Your product changed again. Your customer did not. (opens the original)
Read excerpt
Your team shipped a dozen releases this year.But most of your customers still use the product the way they did at go-live.That gap is sitting in your book right now, and nobody owns it.Onboarding Used to Have an End DateFor years, onboarding was a phase. Kickoff, setup, training, first value, hand to the CSM. Done.That model assumed the product stayed roughly the same after go-live.It no longer does.AI-first companies ship new agents, integrations, and workflows every few weeks. The product a cu
4 questions to ask before you sign a CSM contract (opens the original)
Read excerpt
As part of the CS Café’s continued partnership with Reuters Events, I am pleased to share their exclusive new white paper: The Future of CX is Still Human<a href="https://1.reutersevents.com/lp=40180?utm_campaign=7507eloquawhitepaper2form_mediapartner_23sep26_thecscafe_newsletter_1&utm_medium=mediapartner&u
What CS job postings reveal about your team (opens the original)
Read excerpt
Your CSM seat is being split into four jobs. Most CS leaders have not noticed yet.I read live CS job postings every week for the TopCSJobs board. The shift is crystal clear.The title still says CSM. The work underneath it does not match anymore.One person used to do all of it. Now companies are splitting that job up and hiring specialists for the pieces.The split is happening on four fronts: the work itself, the industry, the location, and the leader’s mandate. Here is each one, straight from th
Before you sign that CS offer, read the equity (opens the original)
Read excerpt
Today’s edition is sponsored by Crisp<d
Publishing over time
Last 90 days. Choose a month to open its work.
Recurring subjects
Named in the text we hold. One piece can cover several.
Audience
No verified audience measurement yet.
About this data
Counts cover the work we have indexed. Tone needs enough text and a confident classification. Excerpts and episode notes are not full articles or transcripts.
Identity or attribution wrong? Suggest a correction.