The Future of Customer Success
What is the most
we could possibly do
for our customers?
For 15 years, Customer Success has been asking the wrong question. The infrastructure to ask the right one is finally here.
Part One
The customer was not the problem.
For 15 years, we built entire organizations, systems, playbooks, and careers around a single goal: getting customers to do things they do not want to do, cannot do, or are unwilling to do.
The customer pushes back. They fight us at every stage. They agree on the kickoff call and disappear. They read the training and do not apply it. They know what they need to do and choose not to do it anyway.
The customer was the bottleneck. Those are not the same thing as a problem. A problem is something wrong. A bottleneck is something in the way.
60%
of every customer interaction spent re-managing expectations
45
minutes trying to get a customer to do what takes 15 minutes to do for them
15
years of optimizing a broken model instead of questioning it
Part Two
For the first time, we control our destiny.
Agentic workflows, AI, and automations have changed the game. Not incrementally. Fundamentally.
For the first time in the history of Customer Success, we are not constrained by what a third-party platform decided we should be able to do. We are not limited by the assumptions baked into someone else's roadmap.
Your CRM is a node. Your CS platform is a node. Every tool in your stack is now a node. The agentic layer connects them. Your operating model defines the sequence.
Part Three
10x your humanity. That is the goal.
Here is the mistake being made by companies rushing into agentic AI: they are treating it as a replacement strategy. Replace the CSM with a bot. Replace the onboarding call with an automated sequence.
Your humanity is your moat. Agentic AI makes that moat deeper and wider — because it handles everything that was getting in the way of the human parts.
The goal is not to replace your humans with agents. The goal is to make your humans capable of things your customers never thought anyone could do for them.
What We Believe
The principles behind everything we build.
The customer is not the problem.
They were the bottleneck. The bottleneck moves when you absorb the complexity instead of handing it back. When you stop making customers do the hard work, the relationship changes. They stop being managed. They start being served.
Every CS team has limiting beliefs that are costing them.
We're not an agency. We're a SaaS business. We empower customers, we don't do the work for them. Write those down. Look at them without your emotional attachment. Most of them are not true. They are just old.
Human knowledge has to come first.
You can build anything with agentic AI. You will not build something useful without first understanding the humans on both sides of it. As long as you are building for humans, the human part is the whole game.
The 30-year software compromise is ending.
Every tool you bought made the same silent demand: adapt to us. That era is over. Every tool in your stack is now a node. The agentic layer connects them. For the first time, the software serves the business.
CS is at a new beginning.
The same inflection point that happened in 2012 — when Customer Success went from an instinct to a discipline — is happening again. The teams that formalize agentic CS first will define what this function looks like for the next decade.
How We Work
However you need to get there — we can take you there.
Public Workshops
Intensive sessions designed to transform how your team thinks about Customer Success in the age of agentic AI. Leave with frameworks, not just theory.
Private Team Training
Customized training programs for your CS organization. We work with your specific stack, your customers, and your operating model to build capability where it matters.
Bespoke Agent Development
We build the agentic workflows that transform your CS operations. Not templates. Not generic solutions. Custom systems designed around how you actually work.
Consulting
Strategic guidance for CS leaders navigating the shift to agentic operations. We help you see what's possible and build the roadmap to get there.
Who We Are
We've been at a beginning like this before.
Lincoln Murphy
Co-Founder
Lincoln wrote the book on Customer Success in 2016 to document the rise of a new discipline. Ten years later, the second wave is here. He's been at the beginning of this once before.
Lewis Thompson
Co-Founder
Lewis builds what Lincoln designs. He has deployed agentic workflows across 2,000+ client engagements. He doesn't talk about what's theoretically possible. He builds it, ships it, and shows you exactly how it works.
For the first time, we can build extensible networks of agents that work the way we actually work.
A platform. A training program. A service. A community. A movement. For CS teams who are ready to stop conforming to systems that were never built for them.