Customer Success
Sales Wins the Customer. CS Grows It.
Every existing customer needs one owner for retention, expansion and renewal, built from the best of the CSM and account manager roles.
Sarabjeet Arora
CS 2030
We Ask CSMs to Think Like Owners. Then We Pay Them Like Overhead.
CS 2030, Part 1 · Why the people closest to your revenue are paid furthest from it, and what to change before 2030.
Agentic SaaS
Before You Automate: ROUTE - Deciding What Belongs on the AI Journey
Part 3 of 4 · Enterprise AI Productivity series [Recap for readers arriving fresh: Part 1 laid out five fault lines behind 2026's enterprise AI measurement crisis and introduced CLEAR, a 5-phase loop for turning AI habit into governed capability. Part 2 operationalized it through mechanisms, quarterly cadence,
Agentic SaaS
Running CLEAR: Mechanisms, Cadence, and the AI Productivity Balance Sheet
Part 2 of 4 · Enterprise AI Productivity series [Recap line for readers arriving fresh: In Part 1, we laid out five fault lines behind 2026's enterprise AI measurement crisis and introduced CLEAR ( Clarify, Launch, Embed, Amplify, Review), a 5-phase loop for turning individual AI habit into governed
Agentic SaaS
Licenses Aren't Leverage: Why Enterprise AI Productivity Still Can't Be Measured
Part 1 of 4 · Enterprise AI Productivity series Why This, Why Now Somewhere between the town-hall slide claiming "AI-first" and the Q3 budget review asking where the money went, most enterprises hit the same wall in 2026. Uber burned through its entire annual AI coding budget
Agentic SaaS
How to Price an AI Agent: Why it can be Mathematically Right and still Backfire (Part 2 of 2)
Charging a percentage of value delivered can be mathematically perfect and still cost you your biggest accounts — the math isn't the problem, the psychology is.
Agentic SaaS
The Connected Tissue: Who Else Gets Touched When You Deploy an Agent? (Part 2 of 2)
The agent said it, not us' isn't a defense anywhere a court, a regulator, or a customer is involved. Who actually absorbs the risk when an agent gets it wrong?
Agentic SaaS
How to Price an AI Agent: The Framework for What to Charge and How to Prove It (Part 1 of 2)
A pricing model that looks perfect on the spreadsheet can still open the door for a simpler competitor. Here's the five-tier framework — and the psychology — behind what to actually charge for.
Agentic SaaS
The Connected Tissue: Who Else Gets Touched When You Deploy an Agent? (Part 1 of 2)
A refund gets issued, a loan gets declined — weeks later, nobody can say cleanly whether a person or an agent made the call. That gap is the real cost of deploying without visibility.
Customer Success
Agentic Customer Success System
Proactive Coverage, Without the Headcount Math Most AI in customer success improves how one person works. Almost none of it compounds into something the organization can measure. Here's what changes when the system is built to close that gap. The gap isn't the tools. It'
Agentic SaaS
Your GTM Might Be Ready for Agentic SaaS. Is Your Pricing?
A risk-auditing platform's pricing model was mathematically perfect — a percentage of risk prevented. The psychology wasn't, and that gap can hand your biggest accounts to a simpler competitor.
Agentic SaaS
Your Architecture Might Be Ready for Agentic SaaS. Is Your Go-to-Market?
An agent's value comes from what it does autonomously, not how many people log in — and traditional SaaS GTM playbooks weren't built to sell that. Here's the market design, motion, and measurement framework that is.