Managing a powerhouse Customer Success team requires a delicate balance of grit and empathy that most employees (and, honestly, most people) lack. We take for granted CSMs ability to bond with customers while pushing forward a sale. In the SaaS world, we’re so focused on tools and workflows that we often fail to see how mindset, confidence, and awareness impact the team.

We hosted a panel on Customer Success and Motherhood last month. It opened my eyes to some of the more intangible pain points managers face. …


Illustrations by Soyasama

If anyone from Clarisonic is listening, please help. I purchased your Rolls-Royce of face brushes nearly 3 years ago. It worked great. And then it didn’t. I’m pretty sure my warranty has expired. But maybe not. Who knows. Next time I’m buying a pack of washcloths.

Cue Woodrow Levin, Rohan Shah, Joe Moss, and Michael Darmousseh, founders of Extend.com, an end-to-end digitally native solution that eases the frictions of purchasing and redeeming warranties. They work with popular consumer brands such as Harman, JBL, Logitech, iRobot, SoClean, August Home, BlendJet, and more.

In less than 2 years, this founding team has…


Illustrations by @soyasama

Josh Schachter is an entrepreneur, product executive, and is Advisor-in-Chief of 1–800StartupAdvisor.com. John Tabis is Founder and Chairman of The Bouqs, a leading online floral delivery service.

After living on the West Coast for nearly a decade (a streak my mother would prefer ends soon), I’ve learned that if you can’t be there in person, send flowers! And that’s why since 2013, The Bouqs has been my saving grace. And the quality of the company’s product is quite impressive, as my family can attest.

At nearly the same time I was making my move to California, John Tabis was planning…


One of the most fascinating things about the role of the product manager is how resistant it is to definition. When talking to my family about my responsibilities, I often feel like Milton from the movie Office Space, answering to the two Bobs (in this case, my father and mother).

“Remind us again, what is it that you do?”

If defining the responsibilities of PMs is difficult, defining the value we deliver can be even more so. We know our value can be measured in specified step functions, yet even then the value can become a bit amorphous and shift…


(Author’s Note: Since first publishing this blog in October 2018, we’ve renamed the framework ‘The Startup Pyramid’)

Most of us have been, or aspire to be, operators of a startup. Operating a startup gives us a sense of autonomy, mastery, and purpose like no other professional track. Of course, we also know that operating a startup isn’t easy. We’ve all heard or experienced the cautionary tales of “blood, sweat, and tears” and the embrace of failure. We also know that success in operating a startup centers mainly around execution. Ideas are cheap, they say.

At BCG Digital Ventures, we recently…

Josh Schachter

CEO @ UpdateAI. Customer advocate. Builder of startup teams.

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