About Me

A good number of Customer Success works are rooted in theory. The frameworks are clean, but most accounts are deficient. I operate from the accounts themselves, from lived experience: the awkward conversations, the silent churn, the QBR which added almost no value, the integration and expansion-driven initiative that was pushed too early, and the missing context from inherited accounts.

With years of experience in Customer Success, Account Management and Operations, focusing on customer satisfaction across small and enterprise organizations, my work included inheriting and developing small accounts into high value portfolio, monitoring and responding to churn risks, sitting in more QBRs than I can remember, and leading onboarding and partner projects where impact is placed ahead of process.

The gap between my experience in those accounts and the focus of most CS writings is what created The Honest CSM. Most materials are either too jargon-heavy to be understood by people outside the practice or too generalized to be useful when sitting with an account that behaves differently from how the framework says it should.

I write about the real work and the details in-between: the activities that move the needle written using easy-to-follow language that does not make it to the management review meetings.
I focus on the decisions, trade-offs and signs that are usually not easily captured on dashboards, yet these decide whether an account grows, stalls, or leave all together.

All works here link directly to how I support CS leaders and founders:

• Interpret what is happening in an account beyond the dashboard
• Translate CS thinking into clear writing and advisory
• Structure real issues into case-based insights with possible applications to other accounts.

If any of the above sounds useful, the Work With Me page has the details on how I approach advisory and writing assignments.

I live in the beautiful city of Hamburg. Outside of Customer Success, I write reflective pieces and poems. You can read some of my works at Elsewhere |Substack.

If you would like to get in touch: hello@honestcsm.com