Practitioner-first · coaching and toolkits for senior B2B SaaS CS
Currently leading CS at Junction
02 · The methodology
Every CS problem I've ever worked on breaks down into one of three things: you're not close enough to see it, you don't actually own it, or you're not getting leverage on it,
02.1
Every CS problem starts at distance — the decision-maker is too far from the customer signal to see what is actually breaking. Diagnosis without access is fiction.
DiagnosticWho is sitting closest to the customer signal you are making the call on — and when did you last hear it directly from them?
02.2
A problem is not solved until someone owns it end-to-end, with the authority to actually move the number. Until that happens, the same meeting gets scheduled again next quarter.
DiagnosticWhose name is on the metric by the time the dust settles — and do they have the authority, not just the responsibility?
02.3
Once you are close to the problem and you actually own it, leverage is the multiplier — process, tooling, AI, peer network — so the right person fixes the right thing at speed.
DiagnosticWhat mechanisms are multiplying the work one person can do — not just adding headcount to the same role?
The pillars run Proximity → Ownership → Leverage because the order is causal: you have to see the problem before you can own it, and you can only build leverage on something you actually own. Reverse them and you get diagnosis-without-access, ownership-without-context, or — worst of all — leverage applied to the wrong thing, very efficiently.
Practitioner toolkits
Rubrics, worksheets, and checklists pulled out of the playbook — one-time purchase, instant download, no account required.
Stop staring at utilization or logo count. The worksheet walks you through a tiered segmentation that maps each account to a CS motion — and surfaces the 20% of the book generating 80% of the expansion.
Instant PDF download · No account needed. Questions?
NRR hides what the CS function actually controls. This rubric isolates retention quality - logo survival, contraction discipline, renewal hit rate, multi-product penetration, sponsor coverage, adoption - and gives you a single GRR-ready scorecard to take into your next QBR.
Instant PDF download · No account needed. Questions?
Renewals rarely die on the renewal call. They die earlier, in onboarding gaps, adoption plateaus, and sponsor coverage that quietly decays across the in-cycle window. This checklist walks each of those eight pressure points - one row per dimension - so you can take it into a leadership offsite and surface the actual friction, not the dashboard version.
Instant PDF download · No account needed. Questions?
03 · The approach
A senior CS leader does not need another framework. They need the perspective of someone who is shipping the playbook this quarter — who has already shipped it at a $3.3B mental-health startup, at a community-led SaaS company, and across 60+ advisory engagements.
04 · The work
Four operating rooms. Same posture: accountable for the number, not adjacent to it.
Head of Customer Success
Currently leading the function — every framework here is in live use, not theory.
CS leadership
Built and ran CS at scale during a period of explosive category growth.
CS leadership
Ran retention and expansion in a product where community was the moat.
Founder, CS consulting
Years of operator-style consulting work across category and stage.
ChiefCustomerOfficer.io
4,000+ subscribers, written and hosted weekly for senior CS operators.
Uncommon Community
An AI-focused space for CS leaders: a paid Inner Circle and an open-source CS platform in development.
05 · Listen & read
A weekly letter, a podcast for CS operators, and a community you can walk into. The point of building them in public was not the audience — it was to stay sharp alongside them.
06 · Is this for me?
Read on if this is you
Probably not, if this is
Begin
Stage, headcount, the number you own, and what you’d like to be true in two quarters. I read every inquiry personally. If it’s not the right fit, I’ll say so.
Coaching · Advisory · Editorial via ChiefCustomerOfficer.io
Toolkits
Rubrics, worksheets, and templates — one-time purchase, instant download.
Browse the toolkit library →
Coaching
1:1 engagements with VP/Director-level CS leaders — limited quarterly.
Email to begin →
LinkedIn sponsorship
A sponsored LinkedIn post on @jeffbreunsbach — single post or quarter arc.
See the sponsorship page →