This is Growth!

Customer journey orchestration is everywhere right now. Slides. Demos. Board decks. But most CS teams are trying to force customers through a neat journey that doesn’t exist.
In this Growth Pill, I break down:
Why rigid customer journeys fail in the real world
What “journey orchestration” actually means in practice
Why AI is exciting, but also dangerous, without the right data
Why you need both structured and unstructured data
And the one move CS leaders should make in 2026 if they want to move fast
If you’re a Customer Success leader experimenting with AI, journeys, or orchestration, this is a reality check worth watching.

When a customer complains, most people rush to explain, defend, or panic.

That’s how small issues turn into big frustrations and even churn.

Here’s the framework I teach every customer-facing professional to turn these situations around: L.A.Y.E.R.
- Listen (don’t interrupt)
- Acknowledge (name the pain and the impact)
- Explore (ask what “success” looks like)
- Respond (take ownership, set an update time, and advocate internally)

Next time a customer is in front of you and things have gone wrong: use L.A.Y.E.R. and watch the whole conversation change.

In this episode of Growth Pills, I unpack three shifts that are quietly breaking the old CS model.1 - Products are no longer selling features. They are delivering outcomes, fast. AI sets a new bar for time-to-value and customers expect results, not potential.2- Pricing is moving from access to usage. Consumption models force proof, not promises, and make renewals evidence-led in a world where switching is easy.3- And customers are no longer learning from your team. They are learning from AI, arriving smarter, faster, and expecting deeply relevant guidance.Ignore these shifts and CS becomes irrelevant.Master them and it becomes your strongest growth engine.

Measuring customer value is hard. That’s exactly why 56% of companies still avoid it.

But here’s the uncomfortable truth: not measuring value is even harder.

No evidence at renewal.
No clear signal on how your customer is really tracking.
No way to onboard a new decision maker with confidence.

In Customer Success, there’s no easy path. There’s only a choice between two types of hard.

In this Growth Pill, I break down why the teams that win long term choose the hard that compounds.

Hope is not a strategy. Data is.

Too many CSMs fall into the same trap. They build a brilliant relationship with one person inside the customer’s organisation, only to see everything fall apart the moment that person leaves. I’ve watched this play out for a decade and it still catches teams off guard.
In this Growth Pill, I break down how to turn a fragile single-threaded relationship into a strong multi-threaded one that protects your renewal and strengthens your influence inside the account.
You’ll learn:
• Why one strong relationship is never enough• How to use your existing champion to expand your reach• How to elevate conversations from tasks to value• Why a ready-to-run value story is your insurance policy
Follow for more fast, practical guidance to grow, retain and scale.