David D. Lawson
I lead the scale technical account management team across EMEA at Wiz(opens in new tab) (part of Google Cloud(opens in new tab)). I help security teams get more out of the tools they've bought, and work with engineering when the product doesn't quite meet their needs.
Outside work, I build small tools and write about customer success, security, and what I'm learning along the way.
How I approach the work
Find out where people get stuck
A feature can work as designed and still be difficult to use. I want to understand where customers get stuck and help the product team see it too.
Be specific about results
“Drove adoption” doesn’t tell me much. What changed? How do we know? Numbers help, but they need enough context to mean something.
Pay attention to the everyday experience
If a security tool slows developers down or gives them too much noise, they'll find ways around it. Setup, scan times, and useful results deserve attention.
Understand the constraints
Before recommending something, I want to know who'll do the work, how much time they have, and what else they're dealing with.
Recent Writing
What I'm Building
customersuccess.guide (opens in new tab)
AI tools for people working in customer success.
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claudeatemyjob (opens in new tab)
Tracking layoffs publicly linked to AI, with original sources and notes on how strong the evidence is.
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52weeks (opens in new tab)
A simple planner with one row for each week of the year.
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Who Needs You (opens in new tab)
Which customers need your attention? An experiment with Jev and 1,000 synthetic accounts.
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