Insights

Field notes on post-sales that compounds.

A practical library for founders and CS leaders — the operating models, onboarding systems, and retention playbooks I use in the field. The first articles are in progress; here's what's coming.

Pillar guide

The Post-Sales Operating System: building customer success that compounds revenue

The foundational guide to turning post-sales from a reactive cost center into a predictable revenue engine — operating model, instrumentation, and the playbooks that make retention and expansion compound.

Coming soonTarget keyword: post-sales operating model

Article series

The cluster.

Eight deep-dives that branch from the pillar guide above.

How to build a customer success team from scratch (0→1)

Coming soonbuild a customer success team from scratch

Cutting time-to-value: a B2B SaaS onboarding playbook

Coming sooncustomer onboarding time-to-value

Net revenue retention: the metric that predicts growth-stage survival

Coming soonnet revenue retention benchmarks

Health scoring that actually predicts churn

Coming sooncustomer health score model

Fractional CS leader vs full-time VP: when to hire which

Coming soonfractional CS leader

Renewal and expansion playbooks that compound

Coming soonexpansion revenue playbook

The AI-native customer success operating model

Coming soonAI customer success operating model

Account segmentation and swimlanes for scaling post-sales

Coming soonaccount segmentation customer success

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