@evilrabbit_ Somewhat related. Some of my favorite engineers and product managers I've worked with over the years started as support reps or sellers. There's a customer-first focus that's difficult to teach.
Notes on Customer Success
26 notes
Apr 2026
Dec 2019
Jun 2018
Feb 2017
Looking to build an advocacy program? Kayla from @trustfuel is hosting a webinar on the topic. crowdcast.io
Jan 2017
This is generally why we advise against in-app NPS surveys. Just email them to customers.
Should you give free stuff to cancelled subscribers? buff.ly
Dec 2016
Just posted a few slides from our 2016 Customer Success Report to dribbble. dribbble.com
I'm writing a large guide to Net Promoter Score. Curious, what questions do you have about the system?
Rummaging in the Toolbox medium.com
Nov 2016
Client Success or Customer Success: What's the most common terminology? buff.ly
Customer success is the service in software-as-a-service.
Wrote a post about building the @Trustfuel job board a few months ago. It has gained a bit of traction recently. solomon.io
Thoughts on building the @TrustfuelJobs job board. solomon.io
Oct 2016
Sep 2016
Salesloft’s Katie Rogers on scaling customer success to support 2000% growth buff.ly
Remember that with Software-as-a-Service, the “service” is just as important as the “software.” davidcummings.org
Jun 2016
Just a reminder, we built a free Net Promoter Score tool. Check it out. trustfuelnps.com
Apr 2016
If you're looking for NPS surveys, we built a tool that provides 1,000 surveys/mo—for free. Check it out! trustfuelnps.com
I get the best feedback from the phone calls I'm most terrified to make. #fuelatl
How do you surprise and delight your customers? #fuelatl
Mar 2016
Cancellation flows and reducing SaaS cancelations sixteenventures.com