Perspectives
Field notes from inside the post-sale function.
Working notes on the recurring patterns, structural failures, and design decisions that determine whether Customer Success scales with the business.
Revenue predictability is a post-sale design problem.
Why renewal forecasting in most SaaS companies is directional guesswork — and what it would take to make the number reliable.
What breaks when you land your first enterprise customers.
Enterprise adoption doesn't work like mid-market adoption. The buyer isn't the adopter, and the renewal is decided by people who never met you.
Segmentation without strategy: where CS capacity disappears.
Tiering by ARR is not a segmentation model. A commercial thesis per segment is where the work begins.
Your customer data isn't wrong — it's not commercially designed.
Health scores that describe activity instead of risk are noise the leadership team learns to ignore.
When satisfaction metrics mask revenue risk.
NPS and CSAT measure how customers feel. Neither measures whether they will renew, expand, or churn.
Scaling CS without scaling headcount: operating model design.
The leverage in a post-sale function comes from architecture, not addition. A working note on how to find it.
Work together
If these diagnostics resonate, let's have the conversation.
The writing is the tip of the practice. The work is the architecture underneath it.