I’m Michael Goetz. I’ve spent 12+ years leading Customer Success at technical SaaS companies — scaling CS at GitHub from zero to 120+ employees and $2B+ in revenue, building programs at AWS, and running CS at Chef Software. I’m currently SVP of Customer Success at Drata.
Most CS content is written for account managers. This is written for the CS leader whose customers are engineers, whose product is technical, and whose retention depends on architectural depth, not relationship management.
Every post follows the same format:
A challenge to something the CS industry treats as settled
An opinionated framework to replace it
A prompt library or AI agent workflow you can run against real customer data that week
If you lead CS at a technical SaaS company and you’re tired of frameworks built for a different buyer, this is for you.
