Every weekday, the five stories that matter to people who keep customers, with an honest take from Ron, a working customer success manager. Plus longer pieces from inside the job.
Ronin The BriefingThe week CS vendors stopped charging per CSM: Gainsight moves to value-based pricing with $75M of renewals under AI management, ChurnZero launches an AI assistant, and a study says nobody can measure any of it.
Ronin Health scoresHealth scores measure activity, not intent. Here's what they miss, the signals that actually predict churn, and how I use the score without trusting it.
Ronin RenewalsThe playbook for the worst-timed departure in customer success: how to find out, who to call, what to say, and what not to do in the first two weeks.
Ronin RetentionMost quarterly business reviews are a deck the CSM dreads building and the customer dreads sitting through. Here's what to do instead.