I came across Jeff on LinkedIn while researching Customer Success, and one DM quickly turned into an insightful conversation. We later connected over a video call, where I truly got to experience the depth of Jeff’s expertise in the Customer Success space. In just 45 minutes, he shared highly practical advice on onboarding, retention, churn prevention, and expansion strategies, all backed by real-world use cases. As someone transitioning into a full CSM role, I found his insights not only relevant but immediately actionable. Jeff stands out as a true thought leader in Customer Success - approachable, genuine, and committed to helping others grow. I would highly recommend him to anyone already in the CSM space or aspiring to step into it. I’m now planning to purchase his Expansion Playbook course, as I believe his guidance will continue to create lasting value for my career. Kudos to Jeff for the great work he’s doing for the Customer Success community!

I was already one of the top CSMs at my company, but the way Jeff breaks things down… it’s like I’ve been getting free coaching from the GOAT. Some of his tips helped me walk into a couple interviews way more confident, and I swear it felt like I had cheat codes. Seriously, I really appreciate you sharing all this knowledge. Feels like I stumbled on the secret sauce without even asking for the recipe.

Jeff transformed the way I approach customer success. Engagement that was once a challenge has turned into meaningful collaboration; customers now ask for account plans because they know I can unlock the exact value they’re seeking. Jeff cuts through the buzzwords and focuses on what truly matters: delivering results that are meaningful to customers. I know I would be further along in my career if I had started working with Jeff sooner.

I reached out to Jeff after seeing his posts in LinkedIn. He was quick to respond and ended up chatting for a while via zoom. He has been an absolute champion for me, downloading career advice and CSM best practices. I would recommend anyone to be connected to Jeff and dig into his experience and expertise in the area.

Jeff’s approach provided us with a clear and practical framework to articulate value, align internally, and engage senior client stakeholders with confidence. It helped us move from reactive to intentional conversations, using shared language to define success, surface risks, and drive meaningful action. This proactive shift has strengthened client trust, improved alignment, and contributed to higher renewal rates. Jeff’s work continues to shape how we operate and is essential for any team focused on client success and growth. 

Having completed the Expansion Playbooks course, I can confidently say it is THE most actionable and strategically grounded framework I’ve encountered in Customer Success and GTM alignment. Jeff has created a powerful system rooted in the idea that customer outcomes are driven not by the transaction of a sale, but by the behaviors and actions that follow. That simple truth, explored in depth throughout the course, reshaped the way I think about product adoption, industry-specific playbooks, and scalable expansion. Jeff’s templates and principles create clarity: clarity around which actions lead to which results, which products support those actions, and how timelines and benchmarks vary by customer industry and goal. The result is a highly prescriptive and repeatable approach to customer engagement—one that can unify Sales, CS, and Marketing with shared visibility and intent. Jeff brings high energy to the course and a clear passion for the material. Working with him directly is a bonus—he’s thoughtful, responsive, and genuinely focused on helping others unlock strategic growth through better playbook design. The Expansion Playbooks course is not just a tactical guide to driving expansions. It’s a broader call to expertise, urging individuals and companies to own the responsibility of knowing what success looks like for their customers—and how to get them there. As an Operations Manager I look for ways CS can scale their best results and maximize LTV of each customer; this is the formula. I’m grateful to have gone through the course and highly recommend it to anyone building or refining their post-sale motion.

Working with Expansion Playbooks has made a big impact on our business. It helped align all revenue teams, from sales to success, so we’re speaking the same language across the customer journey. That alignment has made handoffs smoother and customer transitions more effective. On top of that, we’ve implemented a ton of plays that are not only practical and easy to measure but also directly contribute to our customers’ success. Since using the playbooks, we’ve seen huge improvements in how we talk about churn internally and how we manage it. There’s better knowledge-sharing across teams, and we’re all more confident in the actions we’re taking. As someone in operations, I wasn’t expecting to be so drawn into the Customer Success Manager mindset, but Jeff’s energy and depth of knowledge made it infectious. He brings so much insight and clarity to the table. It makes you feel like you can help customers succeed, no matter your role. Would I recommend Jeff? Absolutely—100%. He’s personable, an excellent coach, and keeps everything on track across teams and timelines. One of the most valuable things I’ve gained from this experience is a real understanding of churn. I used to pull numbers for leadership without fully grasping what they meant. Now I understand what churn actually is, how to identify it, what to do about it, and how to proactively manage it. Our success team feels empowered and aligned—we’re ready to retain more customers and truly drive their success.

Expansion Playbooks gave us a clear, repeatable way to drive growth within our existing accounts. It helped us move from reactive to proactive and aligned the team around proven strategies that deliver real results. Since then, we’ve seen a boost in expansions and more proactive account management. Jeff's coaching was exactly what I needed to take over our Customer Success department with confidence and clarity. If you want something that truly moves the needle, this is it!

Our reps and their managers love Jeff. He has an ability to relate to the customer facing reps, whether sales, support or success in their day to day challenges. But he also has a framework that works for their managers to teach, implement and reinforce those same principles across larger groups in a scalable and repeatable manner. He helped us establish processes that are still in place years after the initial implementation.

I’ve worked with Jeff and applied his methodology at two different organizations and the success I’ve seen has been unmatched by any other approach I’ve experimented with. His approach has helped me understand how to determine what actually matters when it comes to helping customers succeed, which has directly impacted my ability to retain customers and help them expand their usage of our products. If you’ve been looking for something that will really move the needle in your organization, look no further!

Jeff's playbook has unlocked countless possibilities for me in my role. I am now able to enter any client conversation armed with tools to strategize with my clients, guide them to success, and create urgency for expansion. By following this framework I increased my expansion revenue by 16% year-over-year with no new products to sell.

Jeff and his training with Expansion Playbooks has helped me in numerous ways. Firstly, he helped me secure a promotion as I transitioned from support into an onboarding role. His training helped me tackle my new role with confidence, while also knowing how to come in and revitalize our existing slide decks. The changes I made from the program were adopted by the rest of my onboarding team and have helped us drive retention and reduce churn. This program has given me foundational tools as I’ve transitioned into CS, but also given me a framework on how I can continue to improve going forward. I would recommend this to anyone looking to grow their potential in CS!

Working with Jeff has been a game changer for our Customer Success team. His templates and materials have significantly elevated our processes and team capabilities, enabling us to achieve significantly better retention. His playbooks for expansion are second to none, and played a big role in helping our team hit record months. Jeff's insightful coaching and thoughtful guidance consistently demonstrate his deep expertise in Customer Success.

Expansion Playbooks have been the best resource in my career on how to be an effective, results driven CSM. These strategies give you a clear forward motion on what needs to be done to achieve client ROI. If you want to become the best CSM you can be, this program is worth every penny!