A publication for senior CS operators.
CSM Redefined exists because most Customer Success writing is written for an audience that does not have to deliver an NRR number. It is motivational, observational, or aspirational — three modes that do not help when you are 60 days out from a board review and a $500K renewal is sliding.
The work here is built for the people who own the renewal, present the forecast, run the QBR, and have to call the number. Frameworks, teardowns, operating playbooks. The kind of writing that respects the reader's time and assumes they have done the job before.
What you'll find here
Four pillars, each with frameworks ranging from new-CSM-useful to director-and-VP useful:
- Renewal Engine — forecasting, multithreading, procurement plays
- QBRs & Executive Motion — exec sponsor strategy, CFO-grade reviews
- CS Operations — health scores, segmentation, capacity math
- Expansion & Multithreading — pipeline from CS, champion networks
Paired with each framework, a downloadable template on the Tools page. The frameworks tell you how to think about a problem. The tools let you run the work on your own portfolio Monday morning.
Who writes it
Anthony Edwards. 12+ years in Customer Success, primarily in enterprise and technical software. Personal book in the $15M–$30M ARR range. Teams led, responsible for $100M+ in combined portfolio value. Background in network security before moving into CS, which means the technical buyer side of an enterprise sale is familiar territory.
MBA, CCNA, Gainsight certifications. Roles across Forcepoint, Raytheon, and McAfee. The writing here is grounded in the actual work of those portfolios — what got results, what did not, and what the patterns look like once you have run enough renewal cycles to see them.
Cadence
New frameworks every two weeks. Tools shipped alongside. A weekly newsletter, The NRR Playbook, distills the sharpest tactical idea of each week into a three-minute read.
Reach out
Feedback on the work — what held up, what missed, what's wrong — is the most useful mail to receive. Same for topics worth covering in more depth, or frameworks that need pressure-testing against a different motion. Direct path is LinkedIn.