Customer Success Is Becoming an Operations Discipline
For years, Customer Success was viewed primarily as a relationship-driven function. Great CSMs were measured by their ability to build trust, manage executive relationships, and retain customers through strong communication. While those skills still matter, the reality is that Customer Success has fundamentally changed. Modern CS organizations are now expected to operate with the same…
AI Is Reshaping the Job Market, Just Not in the Way We Expected
For the past two years, the dominant narrative around artificial intelligence has been remarkably consistent: AI will replace jobs. Recent headlines have reinforced that idea over and over again, with companies announcing layoffs in the same breath as billion-dollar AI investments. The story writes itself easily. However, the reality I am watching unfold inside organizations…
AI Will Reshape SaaS Faster Than Cloud Did
Most organizations are still finishing their cloud migrations. Some have been at it for a decade. And yet, before that transition is even complete, a new wave of transformation is already building. One that promises to move considerably faster. I spent years working inside enterprise modernization programs, guiding hundreds of companies through cloud transitions and…
Jesse McHargue 