AMA: Jellyfish Director of Customer Success, Rox Fitzmaurice on Scaling a Customer Success Team

The key to scaling is being open to quick, low-stakes experimentation. I’m a big believer in running small tests, measuring the impact immediately, and iterating fast. If...

To get the balance right, you have to look beyond just the ACV. It’s about matching the effort to the complexity + the potential of the account. You want to clear the pa...

At Series A, you don't need a massive CS platform with all the bells and whistles. You need a stack that helps you log, track, and monitor the right things without adding...

Scaling your CS efforts doesn’t have to mean losing the human touch. The goal is to move away from robotic scripts and toward interactions that actually feel intuitive. I...

When distributing the book across the team, you often have to start by drawing a line in the sand. I’m a fan of picking a clear, even if slightly arbitrary, threshold (ty...