The operating model, metric framework, and tooling stack that built today's Customer Success function were designed for an era when humans did all the work. That era is ending. CSstack is the practice that helps CS leaders rebuild for what's next — advisory, hands-on implementation, and a platform launching in 2026.
The Customer Success function was built on a single assumption: that the work — onboarding, adoption, escalations, QBR prep, renewal motions, expansion paths — is done by people, slowly, and at a roughly fixed cost per account.
Agentic AI ends that assumption. The judgment-light, bottleneck work that consumed most of a CSM's day can now be done by agents — safely, observably, and at scale — when the operating model is rebuilt to support it.
Most CS teams will spend the next two years bolting AI features onto a function designed for the old physics. The teams that win will restack.
Every engagement is hands-on and led by Rob personally. No subcontracted associates, no offshore pods. The work is small-batch and senior-operator quality, which is also why availability is limited.
A fractional CCO and agentic-CS architect embedded with your leadership team. Monthly retainer, three-month minimum, designed for Series B–D SaaS and PE-backed portfolio companies.
An eight-to-twelve week scoped engagement to stand up the agentic CS infrastructure inside your stack — Gainsight, Salesforce, your warehouse, and your LLM of choice. Production agents, not slideware.
Published in 2026, Architecting Customer Success for the Age of Agentic AI is a 236-page treatment of how the CS function — its operating model, metrics, governance, and tooling — needs to be rebuilt for an environment where agents share the work.
It's the methodology every CSstack engagement runs on. Read it before we talk. Or read it instead.
For ten years, Rob ran Customer Success Americas at SAS — 85+ enterprise accounts on the SAS Customer Intelligence platform, with the most recent year delivering 121% NRR and $2M+ in qualified expansion pipeline. Before SAS, he founded the global Customer Experience function at Teradata and led an 80+ person engineering organization at Microsoft.
In the last year he's shipped production agentic systems through his own venture, written and published Architecting Customer Success for the Age of Agentic AI, and built the methodology that CSstack is named for. He is Gainsight-certified across Advanced CSM, CS Leader, and CS Operations.
CSstack is what happens when a senior CS operator who can actually build the infrastructure — not just diagnose the gap — turns it into a practice.
The methodology, productized. A self-serve and team-tier platform that brings the agentic CS stack — health, risk, adoption, renewal, expansion — to teams that can't justify a Restack engagement. Launching to early-access customers in 2026.
Most engagements start with a 25-minute conversation. We'll look at where your CS function is today, where the obvious AI leverage is, and whether a retainer, a Restack, or just the book is the right next step. No pitch deck, no pressure.