Welcome to Built to Serve: Your Customer Success Playbook.

We're here to share what it takes to build, run and scale a world-class Customer Success team. If practical, actionable, experience-based Customer Success expertise is what you're looking for, you've come to the right place.

So, who are we and why should you trust us with your precious time?

Alex McClafferty is an entrepreneur who co-founded a 7-figure business with 35 team members, worldwide. He is an expert in people development, time management, and business-building.

His partner, Nils Vinje, has served in every Customer Success role. From CSM to VP, he quickly established a track record of orchestrating record-breaking renewals and up-sells by aligning Sales and Customer Success. Nils will reveal dozens of personal stories, learnings, and mistakes he made during his whirlwind journey as a Customer Success Professional.

Together, Alex and Nils are partners in Glide Consulting - the Customer Success consultants of choice to SaaS leaders like Segment, RainforestQA, and Oracle Marketing Cloud.

Three final points before we get started:

  • We operate at a framework level, which means that you'll need to apply your expertise to the examples, action steps and case studies we serve up.
  • The best way to apply what you are about to learn will be to work with us. If you can't do that right now, this guide will hold you over until you can.
  • If you get stuck or have questions, email us at

Finally, congratulations to you! By reading this guide, you have invested in yourself, your team and your customers' success.


Alex McClafferty and Nils Vinje