Writing
Notes and frameworks on customer success, operations, pricing and operating systems for B2B SaaS.
A practical view of the responsibilities of a senior customer success leader when the company is still finding repeatable motion.
Topics: customer success leadership, segmentation, renewals, expansion
How to design a simple, trusted scorecard that supports weekly, monthly and quarterly decisions without overwhelming the team.
Topics: metrics, health scores, reporting
A light weight way to bring structure to goals and reviews in an early stage environment.
Topics: operating systems, OKRs, team cadence
A pragmatic approach to pricing experiments when your sample size is small and your data is messy.
Topics: pricing, packaging, unit economics
How to stand up a simple, effective CS function without overbuilding the org chart or the tooling.
Topics: early stage CS, hiring, process