Leadership Requires Coaching, Not Just Data Dumps
The era of Management by Claude is here. And most people are doing it exactly wrong. For years we had Management by Spreadsheet: pull a report, share the numbers, say "go hit these," and wonder why nothing changed. You weren't leading. You weren't coaching. You were laundering inaction through data. Now we have better tools, more visibility, richer context than we've ever had. And I'm watching leaders use it the exact same way. Cool, you generated a 17-page breakdown of everything wrong with your department. You tokenmaxxed your way to a beautiful PDF. And then you dropped it on your team and they're like, "WTF are we supposed to do with this?" But you feel accomplished. Look, there are three hats every leader has to wear: actual leadership (creating an environment where people can thrive), management (are we doing the right things, hitting the right numbers), and coaching (helping your individual contributors take action on what they're being given). Most people live under the management hat. Always have. AI just made that hat shinier. The unlock isn't using AI to generate more reports. It's gathering the intel, validating it, then using the same tools to build the plan, close the gap, and coach the person or team who has to execute it. And if you want to go further, you build agents that do some or all of that work autonomously, so your team can do things they literally couldn't do before. Get on the waitlist for our next Agentic CS Sprint and we'll show you how; link in the comments. Don't let Management by Claude become the next generation of the thing it was supposed to replace.
AI Levels the Field; Human Story Remains Competitive Edge
The best use of AI I've seen today isn't on a laptop. It's on a stage in front of me. I'm at Startup Day 2026 in Vitória, ES watching Geisiane Leão, MSc. from Base27 crush a presentation right now. She...
Free AI Agents Showcase Real‑World Customer Success Automation
We built five AI agents for Customer Success and we're giving them away for free. Not because we're feeling generous. Because if you can't see what's possible, you won't show up on Wednesday to our webinar ready to build something...
Real AI Agentic Workflows vs Hype in Customer Success
When you open this app you immediately feel behind. Everyone is replacing their teams with AI agents and agentic workflows. Of course, that's just performative agentmaxxing. "Look what I built that may work in theory." Cool, bro. Want to know how Agentic Workflows...
Test Your CS Role: See What AI Will Automate
Is your Customer Success job designed to be replaced by AI? Not "will AI change CS?" -- that ship has sailed. The real question is whether there's a human in that role because the work requires one -- or because...
Scaling AI in Customer Success Without Losing Humanity
You think AI removes the humanity from Customer Success. Actually, it's how we scale it. But you have to do it right.
AI Does Not Remove the Humanity From Customer Success. It Is How We Scale It.
The article argues that AI should augment, not replace, Customer Success Managers (CSMs). Human CSMs juggle dozens of accounts and inevitably miss signals, leading to lost opportunities. AI‑driven agentic workflows capture passing customer remarks, surface risk or opportunity cues, and...
You Dictate What Customers Deem Important
You wonder why customers fixate on certain metrics, output, results, or even features when those aren't important. But you're the one putting those in front of them. And they think you know what you're doing. So they assume it's important.
Focus on Revenue, Not Free Work, in Cold Emails
The best performing cold email is the one that leads to paying customers. You can generate a lot of positive replies by offering to do free work. Oh, you'll make it up in volume. Got it.
Targeted Cold Emails Tap Existing Mindset, Feel Warm
Cold email that's super-targeted, enters the conversation already taking place in their mind, and simply works to get them to continue that conversation with you, is much warmer than you think.
Use AI to Build SaaS Moats, Not Fear
AI isn't the threat to your SaaS. How you use it is. Today... live podcast: The NRR Battle 2026. We'll talk about building moats and leveraging AI to make your SaaS even more valuable while your competitors are running scared. We go live...
Poor Communication Fuels Disputes, Refunds, and Churn
what causes disputes causes refunds causes churn... what escalates each of those to the next is poor communication
AI Agents Boost Productivity Fivefold and Unlock New Revenue
While SaaS stocks got destroyed because of the threat of AI, we were spinning up AI agents at @ListKitio that make our team 5x more productive. Agentic workflows helping our AMs do work for our customers they can't and don't...
Don't Let a Broken Webhook Stall Your Sales
You're not launching your cold email campaign because a webhook isn't firing on postive replies? You have contacts. You have warmed emails. You have copy ready to go. But because the reply notification doesn't auto-magically zap into your CRM, you're generating...
Customers Threaten SaaS Renewals with DIY Replacements
Nice product you got there. Sure would be a shame if someone vibe coded a replacement." That's SaaS renewals now. Your customers don't want to build it themselves. They just want you to know they could. "Give me a discount and this whole...