Field notes
Operating advice. Not content marketing.
Written by senior SaaS operators with the scars to prove it. No SEO bait. Specific over abstract. Opinionated by design.
AllCustomer SuccessImplementationOperationsFractional LeadershipSaaS Metrics
Customer SuccessMay 12, 2026·7 min read
Where SaaS churn actually happens (and where most teams look for it).
If you only look at the renewal date, you've already lost the conversation. The math behind why most churn is decided in the first 60 days, and what to instrument now.
Read postFractional LeadershipApril 28, 2026·9 min read
When to hire a fractional CS leader vs. a full-time VP.
A framework for SaaS founders weighing a six-month fractional engagement against a $250K+ full-time VP hire. The decision tree we walk founders through in discovery.
Read postCustomer SuccessApril 9, 2026·11 min read
Why your health score is wrong (and how to actually build one).
Most health scores are confidence theater. A practical, post-mortem-driven approach to building one your CS team will trust and your CFO will defend.
Read postWant to put any of this on your business?
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