The newsletter, free
One CS lesson at a time, learned the hard way.
The newsletter came first, and it is still where the Rooms come from. Each issue takes one thing the field believes, tests it against a real account, and says what to do differently.
What lands in your inbox
About a thousand words, and one thing to do on Monday.
- One lesson, worked through properly. Long enough to make a case, short enough to finish before the first call.
- A Pulse Point. The one thing to do differently this week. Every issue.
- A reader prompt. A question worth sitting with. The replies get read, and several have become Rooms.
Published so far
Six issues, oldest first at the bottom.
- CSMs Lose Accounts in Private and Learn Nothing. We Built a Community to Solve It.20 Jun 2026
- Customer Passed Onboarding - So Why Are They Canceling?5 May 2026
- Customer Is “Green.” They're Also Canceling Next Week.31 Jan 2026
- Building a Customer Success Playbook From Scratch15 Dec 2025
- What Separates a CS Team from a Great CS Team8 Dec 2025
- So You Think Customer Success Is About “Keeping Customers Happy”? Cute.30 Nov 2025
The newsletter is where the Rooms started.
Readers kept replying with the same sentence: this is exactly what happened to us. A reply thread is a bad place to work through an account that is going wrong, so we built somewhere better.