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Customer Success systems for renewals, QBRs & exec trust. Weekly playbooks for 4,400+ CS pros. Building https://xitter.gq/t.co/ZtvOrgnyC5 #1 Job Board for CS 📍Paris, France

Weekly CS Newsletter 👉
Joined March 2021
Photo by Hakan Ozturk (@thecscafe)Photo by Hakan Ozturk (@thecscafe)Photo by Hakan Ozturk (@thecscafe)Photo by Hakan Ozturk (@thecscafe)Photo by Hakan Ozturk (@thecscafe)Photo by Hakan Ozturk (@thecscafe)Photo by Hakan Ozturk (@thecscafe)Photo by Hakan Ozturk (@thecscafe)
"No one person should be trusted here. The board can fire me, I think that's important." -Sam Altman, ex-CEO of OpenAI June 2023
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Heartbreaking.. RIP
IDENTITIES of ALL PASSENGERS in FLORIDA JET CRASH revealed: - Adam Robinson, 44, and his wife, Helen Sharp, 40 - Their children, Emma, 4, and Charlie, 2 - Their nanny, Anita Maria Cetina - Friends Rachael Reed and Charmi Fehr
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Costs the company much less than laying them off all.
BREAKING: Microsoft, $MSFT, is offering buyouts to 60,000 workers as part of the company’s efforts to cut costs amid AI adoption, per Bloomberg. Personnel on select teams in the US, Canada, India, and the UK at a vice president level and below will be eligible. This reflects ~27% of Microsoft's total workforce.
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Hakan Ozturk retweeted
Folks, I left Microsoft three months ago to start my own company. Two weeks after I left, my whole team in Australia was let go. I see the hurt it’s causing my ex-colleagues, their families and their kids. Layoffs, forced relocations, PIPs. It’s brutal and I don’t want to brush past that. But here’s my honest take. Microsoft needs fewer people. I’ve been on the inside. I’ve seen how things get built. Lots of small orgs. Layers on layers. Silos everywhere. Here’s a real example. The Entra team shipped managed identities back in 2017. No more secrets in code. A clear security win. Then they tried to get the rest of Microsoft to adopt it. Very few teams did, and the ones that did moved at a snail’s pace. Every org had its own priorities and its own decision makers. It took Microsoft getting hacked, and the Secure Future Initiative that followed, before things really moved. Today almost every Microsoft app and service supports managed identity. Six years, and a major breach, to get there. In a world with agents and fewer people, that rollout would be possible across Microsoft in months, not years. Microsoft already has everything else. The customers. The infrastructure. The scale. What it needs is fewer people, leaning hard into agentic work. Right now OpenAI and Anthropic are shipping at a pace Microsoft can’t match. Microsoft has to change to survive.
BREAKING: Microsoft, $MSFT, is offering buyouts to 60,000 workers as part of the company’s efforts to cut costs amid AI adoption, per Bloomberg. Personnel on select teams in the US, Canada, India, and the UK at a vice president level and below will be eligible. This reflects ~27% of Microsoft's total workforce.
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Things getting out of control
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😳😳
I resigned from Anthropic today. I spent the last three years doing pretraining research at both OpenAI and Anthropic. Neither company is acting responsibly. They are racing straight to self-improving superintelligence and gambling with our lives. More thoughts below.
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I launched a new product on Product Hunt this week and the nb of ppl who want to help me is mindblowing :)
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Sure, let's circle back and align on synergies.
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CSM doing onboarding, support, renewals, upsells, QBRs, escalations, relationship management, product feedback, data analyst, therapist, babysitter, translator, punching bag, ...
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Recruiter & the internal hire shaking on it while your application sits in the ATS.
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The recruiter's face when you accept the first offer without negotiating:
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Sales, handing off the deal they just closed:
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When the renewal playbook >actually< works:
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The sales rep after closing the deal vs. the Customer Success Manager who inherits it Monday
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Your champion who's already interviewing elsewhere but still says we love your product:
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The candidate after each round of the interview process.
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Onboarding marked complete vs. the customer 3 weeks in
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The candidate giving everything they've got vs. the recruiter with zero reaction
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How they describe the Customer Success role in the interview:
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Customer Success on the call watching Sales promise a feature that isn't on the roadmap
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The Customer Success leader after every "committed" renewal slipped in the last week of the quarter
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