Navigating the Friction: Success vs Support

Daniel Rose has spent 25+ years turning support into a repeatable operating system. He breaks down the playbook that travels across teams and companies.

Kenji Hayward runs Front's support with a deliberately small, elite team. He explains the hiring bar, the shared queue model and the rituals that prevent burnout.

Tibo Leclercq and Oleg Krasnov share the unusual story of a leadership handover at Miro that became a lasting peer mentorship — and a lesson for every lonely support leader.

Mara Vicente opens the doors of Pipedrive's 100-person customer solutions org: 24/7 multilingual coverage, solutions engineers, transparent KPIs and AI done thoughtfully.

Serban Goanta explains how a 10-person, tier-less team sustained a perfect CSAT for a full year: internal tooling, email-first support and metrics published in public.

After interviewing dozens of customer success professionals, Kincy Clark maps out why support and success clash — and the systems that turn friction into collaboration.

Matt Lewis works inside an LLM company and runs its support. He separates the AI hype from the tools that already work — and those about to change the industry.

Kincy Clark tore down the classic tiered support model at Bolt and rebuilt it around a routing layer, problem structure and teams matched to what people do best.

Steven Davis makes the case for putting humans at the front of support while automation works behind the curtain — and for monetizing support along the way.

When OutSchool 20x'd overnight during the pandemic, Sophie Heller scaled support from five people to over a hundred agents in weeks — largely through outsourcing.

Jeni Balch shows how OKRs give support teams what SLAs never will: a direction, a transformation goal and a reason to be invested beyond the queue.

Stephane Gonthier explains why CSAT plateaus and how Customer Effort Score gives support leaders an actionable signal directly tied to retention and revenue.