Paul Reeves shares practical ideas about customer success, including when teams can benefit from expert help and how they can scale their work. Reeves also promotes the CS Makeover Show, which features customer success leaders discussing their teams’ challenges and approaches.
2.9K followersCustomer successBased on 11 posts · latest Oct 2026
Paul Reeves is most useful for customer success leadership conversations and peer examples on LinkedIn.
Best for
A customer success consulting or coaching firm targeting CS leaders at growing B2B SaaS companies.
Not for
A large-reach demand campaign needing measured pipeline and guaranteed decision-maker access.
Key takeaways
Seeking expert help is a leadership strength, not a sign of weakness.
Lessons from large companies can travel to any growing team.
Judge customer success software by team effect and customer experience.
Check first: Confirm recent performance and audience data on job function, seniority, geography, company size.
Main ideas
Seeking expert help is a leadership strength · Lessons from large companies can travel to any growing team · Judge customer success software by team effect and customer experience
Paul Reeves shares ideas and conversations about customer success leadership through the CS Makeover Show and LinkedIn.
They describe mentors, coaches and consultants as strengths, not signs of weakness, and argue that leaders improve their work by learning with others and bringing in expertise.
The show also brings customer success leaders’ experiences to a wider audience, including a discussion of scaling a global team at Zendesk that Reeves says has lessons for growing teams more broadly.
Reeves connects practical leadership questions with peer examples, asking when expert help can make a difference and whether customer success tools improve team productivity and customer experience. They also share conference coverage and job opportunities, giving the content a community-facing mix beyond how-to advice.
Paul Reeves's recurring argument is that customer success work improves when leaders deliberately borrow expertise from others.
Read more
They treat mentors, coaches and consultants as leadership tools, not signs of weakness, and use the CS Makeover Show to explore the idea with named practitioners: how Zendesk scaled global customer success, whether software changed BMC's team, and what Gainsight's conference offered. The practical thread is to ask a sharper question, learn from someone who has done the work, and leave the audience with something usable, such as a recording, tools or a referral.
Seeking expert help is a leadership strength
Reeves says two lessons came late in their career: working with mentors and coaches is a sign of strength, and recruiting experts such as consultants is a core competency for leaders facing a big opportunity or challenge.
Read more
Successful people and companies, Reeves argues, stay curious and keep extending their networks and benches. They connect this to a published list of reasons customers hire customer success consultants.
The post opens with a personal admission, then points readers to the top-10 list. The list is not included, so its specific reasons cannot be checked.
The phrase "I'm embarrassed to admit it" marks a shift from the earlier assumption that needing help was a weakness.
Lessons from large companies can travel to any growing team
Reeves promoted a CS Makeover Show episode with Oliver N. about scaling global customer success at Zendesk.
Read more
They say the challenges Oliver and the team encountered, and the guidance for overcoming them, apply to any team growing consistently—not just global companies. The value is in translating a large-company example into a question smaller teams can use.
The Zendesk episode is presented as a scaling case, with a promised recording and free tools after the show. The post supports the claim that the lessons transfer beyond a global company, but not the details of Oliver's advice.
Judge customer success software by team effect and customer experience
Reeves frames the value of a customer success solution as a question: does it make a team more productive, more effective, and better at customer experience?
Read more
Rather than asserting a product benefit, they invite a practitioner to describe what using a solution changed in one organisation. The point is to discuss tool value in operational and customer-experience terms.
Reeves used a CS Makeover Show discussion with Colin Dawson of BMC to examine the impact of using a solution in Colin's organisation. The post poses the question but reports no results or metrics.
Across the show and conference posts, Reeves pairs a practitioner conversation with a concrete next step: register, receive the recording, use the free tools, or pass a role to your network.
Read more
The aim is not just to announce an event, but to give the audience access to the discussion or a way to act on it.
The Zendesk episode post promises a recording and free tools developed from the show.
The Pulse Everywhere preview includes a registration prompt.
The Aurora Solar post asks readers to share an open role with their networks.
Start here for a direct statement that mentoring and recruiting experts are leadership strengths, alongside the linked list.
Reeves names two lessons learned late in their career: "Working with mentors and coaches is a sign of strength," and finding experts such as consultants is "a core competency of an effective leader."
The post points to a top-10 list of reasons customers hire Customer Success consultants.
Ask for the list to assess its specific reasons.
For brands planning a campaign
For a brief on improving customer success strategy, this is the clearest evidence that Reeves sees outside expertise as a leadership choice, not a failure.
It supports a campaign aimed at leaders considering consultants.
The linked list is unavailable, so it offers less on specific consulting methods.
How does Reeves make a global customer success example useful to smaller teams?
Read more
This post brings the show format and scaling question together.
Reeves says they have used and championed Zendesk for over a decade, then promotes a CS Makeover Show episode with Oliver N. about scaling global Customer Success at Zendesk.
They argue the challenges and guidance are "universally applicable for any team consistently growing," not only for a "global unicorn."
The post promises a recording and free tools after the show.
For brands planning a campaign
This supports interview-led content that translates a large-company customer success example for growing teams.
A sponsor could attach to the show format, but the post alone does not show audience size or episode results.
What does a CS Makeover Show episode look like when the topic is solution impact?
Read more
This is a concise example of Reeves framing a tool’s value as a discussion.
Reeves asks whether a Customer Success solution makes a team more productive, effective, and better at customer experience.
They invite readers to a CS Makeover Show discussion with Colin Dawson of BMC about the impact of using a solution in that organization.
The post frames the question but reports no outcome data.
For brands planning a campaign
Useful for a solution-evaluation or customer-experience campaign that needs a practitioner discussion prompt. The post contains no results, so don’t use it as proof of product impact.
This shows support for hiring and community beyond customer success commentary.
Reeves shares an open position at Aurora Solar, noting that their friend Eraj Siddiqui is the SVP of Customer Success, and asks their network to share the role. The post signals hiring and support for a contact, not customer success strategy guidance.
For brands planning a campaign
Relevant to employer-brand or talent-community campaigns. For a customer success strategy brief, treat this as network evidence, not substantive guidance.
Paul Reeves describes two lessons learned late in their career: working with mentors and coaches is a sign of strength, and recruiting experts such as consultants is a core competency for leaders facing big opportunities or challenges.
Read more
They connect this to a published list of ten reasons customers hire customer success consultants.
Frames the argument as a personal admission before moving to a practical resource, making the case for expert help less promotional.
Ask for the linked list of ten reasons to assess the resource behind the post.
For brands planning a campaign
A credible fit for campaigns that help customer success leaders justify outside expertise, such as consulting practices, coaching programs, or services that support a CS team through a change. The angle should address the internal objection that asking for help signals weakness.
Paul Reeves promoted an episode of the CS Makeover Show with Oliver N. of Zendesk about scaling global customer success.
Read more
The post argues that the challenges Zendesk encountered and the guidance for overcoming them apply to any team that is growing consistently, not only to large global companies.
Uses a show format built around a named practitioner, a specific company context, and a promise of reusable tools and a recording.
Ask for the episode’s specific scaling guidance; the post promotes the episode rather than summarising its advice.
For brands planning a campaign
Useful for a campaign aimed at growing CS teams that need practical scaling guidance. A software or services brand could support a discussion about the operational strain of growth rather than lead with product features.
Testing whether customer success software improves the work
Paul Reeves used a CS Makeover Show episode with Colin Dawson of BMC to ask whether a customer success solution makes a team more productive and effective and improves customer experience.
Read more
The post invites readers to hear how using a solution affected one organisation.
Poses the business question first, then offers a practitioner discussion as the way to answer it.
Ask for the episode’s results or metrics; the post defers the outcome to the episode.
For brands planning a campaign
A relevant angle for CS technology vendors that need to move beyond feature claims to operational and customer-experience outcomes. The discussion is framed around a real adopter's experience, which suits case-study-led campaigns.
Paul Reeves shared a behind-the-scenes look at Pulse Everywhere 2021 with Gainsight Chief Customer Officer Kellie Capote, highlighting workshops, panels, and sessions at what the post calls the largest and oldest customer success conference.
Read more
Curated event access: a senior practitioner, a preview of sessions, and a registration prompt.
This is promotional event coverage, not an assessment of the conference's content.
For brands planning a campaign
Suits event marketers and brands that want to reach CS leaders around a major industry gathering. The format works for previews, curated session recommendations, or follow-up coverage rather than direct product promotion.
Paul Reeves shared an open role at Aurora Solar and vouched for Eraj Siddiqui, the company's SVP of Customer Success, describing the team as a pleasure to work with.
Read more
The post asks readers to pass the role to their networks.
Short referral post built on a personal relationship and a direct request to share.
The post is a personal recommendation for one company and role, not a broader view on hiring or team design.
For brands planning a campaign
Relevant to employer-brand and talent campaigns in customer success, particularly those that rely on trusted referrals rather than broad job advertising. A brand would need a named internal champion and a role that Paul Reeves can credibly endorse.
Reeves's posts mention Zendesk, Gainsight, BMC, and Aurora Solar in Customer Success contexts: show episodes, conference coverage, and a job share.
Read more
They do not state whether Reeves has a commercial relationship with any of these companies. Ask Reeves to clarify any relevant relationship.
Zendesk
Mention
Reeves says they have used and championed Zendesk for over a decade and promotes a CS Makeover Show episode with Oliver N. of Zendesk on scaling global Customer Success.
Read more
The post does not state whether the episode is sponsored or whether Reeves has a client or employment relationship with Zendesk.
Reeves promotes Pulse Everywhere 2021 after Kellie Capote, described as Gainsight's Chief Customer Officer, gave a behind-the-scenes look at the conference.
Read more
Gainsight is named through the executive; the post does not state whether it is sponsored or whether Reeves has a client relationship with the company.
Paul Reeves writes and hosts conversations about customer success, turning other people's experience into something readers can use.
Read more
Start with the show material: an episode on scaling global customer success at Zendesk and a discussion with BMC about whether customer success software makes a team more productive and effective and improves customer experience.
Pair those with the post arguing that working with mentors, coaches and consultants is a leadership strength rather than a sign of weakness, and with the referrals and conference posts showing how they point people toward practitioners, sessions and roles.
The through-line is practical: ask a sharper question, learn from someone who has done the work, and leave with something usable, such as a recording, a set of tools or an introduction.
Both write for customer success leaders and treat outside expertise as part of the job.
Read more
D'Anzica describes a fractional leadership engagement, coaching a customer success team and handing it over to a new leader, and argues that hiring should be designed around the candidate rather than the company. Reeves makes the adjacent case that working with mentors, coaches and consultants is a leadership strength and a core competency for anyone facing a big opportunity.
D'Anzica writes from inside the roles, reporting on a fractional engagement and a job-search experience as a candidate.
Reeves's material centers on conversations they host, promoting a practitioner's story and the resources or recording that follow.
Readers get the framing of the lesson rather than a first-person account of doing the work.
Both treat how a customer success team earns trust and stays aligned as a leadership subject worth explaining.
Read more
Cruz walks through a framework for customer-facing trust and reflects on what a team offsite is actually for. Reeves's posts return to what a growing team needs to learn and who it should learn from.
Cruz writes as a practitioner inside one company, using an academic framework and internal team moments as material. Reeves points readers to named guests and recorded conversations, bringing the same themes to them through someone else's case rather than their own team.
Both ask whether customer success software delivers what a team paid for.
Read more
Foster describes platforms that are only partly used and daily administration that falls to whoever is nearest. Reeves poses the same question: does a solution make a team more productive and effective and improve customer experience?
Foster writes as the founder of a service that steps inside an existing platform and fixes it, so the analysis leads to an offer. Reeves frames the question as a discussion with an adopter and a named vendor, without attaching a service.
Paul Reeves is a reasonable LinkedIn test for a campaign aimed at customer success strategy: their posts speak directly to CS leaders and practitioners.
Read more
Selected examples include a post promoting the CS Makeover Show with Zendesk's Oliver N. on scaling global customer success, coverage of Gainsight's Pulse Everywhere conference, a discussion with BMC's Colin Dawson on whether a CS solution improves team performance, and a post about a customer success role at Aurora Solar.
The only published audience measure is 2,874 LinkedIn followers; ask for recent performance on customer success strategy posts and audience data on job function, seniority, geography, and company size.
If the campaign needs decision-makers at mid-market or enterprise SaaS companies, request that segment specifically.
Paul Reeves’s posts do not document any partnership or sponsorship offer.
Read more
There is no published rate card, media kit, sponsorship package or stated price for placements, and no post describes terms a brand would be asked to accept.
They promote the CS Makeover Show and its guests, including Colin Dawson of BMC, Oliver N. of Zendesk and Gainsight chief customer officer Kellie Capote, and point readers to registration and recording links.
The appearances are presented as conversations and conference coverage; the posts do not indicate whether any guest or company paid for placement.
Treat this as an editorial booking conversation rather than a packaged ad buy, and expect to negotiate scope from scratch.
Reeves also shared an open customer success role at Aurora Solar on behalf of a contact there, which reads as a favour to a colleague rather than a commercial arrangement.
Ask Reeves directly about partnership terms and how to get in touch; no inquiry route or contact link is published.
A good fit for a targeted test campaign, not a scale buy.
Read more
Brief
A customer success consulting and coaching firm wants to reach CS leaders at growing B2B SaaS companies with a campaign positioning outside expertise as a leadership strength, not an admission of failure.
Reasons
Paul Reeves’s clearest post makes the case directly: two lessons learned late in their career are that working with mentors and coaches signals strength, and recruiting experts such as consultants is a core competency of an effective leader. The post points to a top-10 list on why customers hire customer success consultants—the closest match to the firm’s message in the posts here.
The CS Makeover Show gives the firm a natural vehicle. Reeves promotes practitioner interviews with named guests from BMC, Zendesk, and Gainsight, framing conversations around real operating questions rather than product claims. The firm could propose an episode or short series on when and how to bring in outside help.
The topic offers credible buyer overlap, though the audience is unmeasured. The posts speak to people working in and around customer success; the only published audience figure is 2,874 LinkedIn followers. There’s no data on job function, seniority, geography, engagement, or reach. Treat this as a focused test with a modest budget, and ask for recent performance on customer success strategy posts before committing.
Caveat
The linked top-10 list isn’t included, so its specific reasons can’t be assessed. There’s no published sponsorship package or rate card, either; expect to negotiate an editorial collaboration from scratch rather than buy a packaged placement.
When to choose a specialist
Poor fit as scoped.
Read more
Brief
A customer success software vendor wants a large-reach demand-generation campaign with measured pipeline attribution, product-led proof points, and a guaranteed audience of decision-makers at mid-market and enterprise SaaS companies.
Reasons
The only published audience measure is 2,874 LinkedIn followers; there are no demographics, engagement rates, impressions, or recent reach data. This doesn’t support a large-reach buy or a guarantee of decision-maker access. A vendor can’t treat it as proven access to a named buyer segment.
The posts offer no product outcomes. The BMC post asks whether a CS solution makes a team more productive, effective, and better at customer experience, then leaves the answer to the episode. The Zendesk post promotes a discussion about scaling, not measured results. There are no case metrics, pipeline figures, or product comparisons to support a proof-led demand campaign.
The posts show no sponsorship offer, published rate card, media kit, package, or partnership inquiry route; visible collaborations read as editorial bookings. A vendor seeking a packaged ad buy with defined deliverables and attribution would be negotiating from zero. Ask whether sponsored themes or performance guarantees are available.
Caveat
A smaller, relationship-led pilot could work if the vendor accepts an interview format and test-level measurement. That’s a different brief from the one above and should be scoped and priced separately.
A worked campaign example
Angle
The outside-help decision: when a customer success team should bring in a consultant or coach.
Format
Propose a CS Makeover Show episode, two LinkedIn posts, and a short diagnostic checklist. Reeves interviews a CS leader at a growing SaaS company about when they decided to bring in outside help, what they asked for, what changed, and what they would do differently. The opening post uses Reeves’s two lessons to frame the episode. A follow-up shares three specific moments from the conversation and links to the recording and checklist. The checklist gives the consulting firm a lead asset that works beyond the episode.
What to verify
Ask Reeves for recent performance on customer success strategy posts and show episodes, confirm whether sponsored themes or guest selection are available, and agree how checklist leads will be tracked before booking. Confirm the guest and the show’s audience reach separately; ask how many people each episode reaches.
Why it works
The idea builds on the clearest points in the posts without forcing a product claim. The consulting firm’s message becomes the episode thesis, while Reeves’s interview format promotes it through a practitioner conversation. The topic also puts the firm in front of CS leaders without leading with a sales pitch.
Choose Emilia D'Anzica over Paul Reeves when the campaign needs a practitioner who has actually held a fractional customer success leadership role inside a company and can speak from the buyer's side about what outside help looked like in practice.
Read more
In her posts, Emilia describes a nine-month fractional leadership role at Anagram, coaching and leading the CS team, hiring, optimizing, and handing the function to a permanent sales and CS leader.
Emilia also brings two decades in customer success and GTM and a recent focus on candidate experience and hiring, which could support a related angle about bringing in outside expertise to fix a broken talent or onboarding process.
That firsthand operating detail is closer to the consulting firm's argument than a secondhand endorsement.
The tradeoff is format and repetition.
Emilia's posts are personal career updates and one product observation, not a recurring interview show.
Paul Reeves offers the CS Makeover Show as a repeatable vehicle with named practitioner guests.
Emilia's posts do not show a comparable series or a sponsorship route.
If the firm wants an episodic co-marketing platform rather than a one-off testimonial, Paul's format is more useful.
Choose Sandra Cruz when the campaign needs an operator currently inside an established company's customer success team and a senior-level event platform.
Read more
In her posts, Sandra describes convening the DFIN customer success team for its first in-person offsite and moderating a Chief Customer Officer Summit Boston breakout on building customer-facing teams customers trust.
That gives the firm access to trust, team alignment, and CCO-level convening themes.
Sandra's trust triangle breakdown—authenticity, logic, and empathy—offers a structured teaching frame for a campaign about why customers trust outside advisors.
The tradeoff is message fit.
Sandra's posts do not make the core argument that hiring consultants or coaches is a leadership strength.
They focus on team offsites, trust, and AI's effect on customer experience.
Paul Reeves's post states the outside-expertise argument directly.
Sandra is the stronger choice if the firm wants a trust-and-culture angle tied to an event, but it will need to supply the outside-help thesis itself.
Choose Auste Foster when the campaign needs a founder who has implemented customer success platforms inside companies and now sells the fix for half-used instances.
Read more
In the posts, Auste describes years at Medallia and Gainsight, including sixty implementations, then founding Atomify to help teams get more from platforms they already own.
Auste also frames the C-level problem sharply: a CRO measured on growth and a CCO measured on retention can each do their job while the company fails to align, calling it a measurement problem wearing a costume.
That is strong support for a campaign that positions outside expertise as a way to diagnose misalignment before buying more technology.
The tradeoff is commercial overlap.
Auste's posts promote Atomify's own service, so a partnership would put the consulting firm alongside a founder selling an adjacent offer.
Paul Reeves's show format can host the firm's thesis without a competing product pitch.
Auste is the better choice if the firm wants a co-marketing partner with deep platform-implementation proof and a revenue-leadership argument, but it must set clear boundaries and expect a more commercially charged collaboration.
Paul Reeves has five LinkedIn posts published between June 2021 and October 2022, plus a follower count recorded on 8 October 2026.
The posts cover customer success consulting, scaling a global team at Zendesk, whether software changes a team's results, a conference preview, and a job referral.
Comparisons with other customer success writers draw on six further posts.
Some of what the posts point to cannot be assessed from the posts here.
Recordings and transcripts of the CS Makeover Show, the linked top-ten list of reasons customers hire customer success consultants, and the free tools promised after the Zendesk episode were not available, so the arguments inside them are not assessed.
No post discloses a sponsorship, client, employment, or investment relationship, and no rate card or media kit is published in the posts here.
The only audience figure published here is the follower count.
There are no demographics, engagement rates, impressions, or episode-level reach figures, so the campaign-fit judgments rest on topic and format rather than measured audience.
