Insights
What I've learned about post-sale, written down.
Field notes from operating roles, not theory from the sidelines.
Field NotesField NotesField Notes
Why NDR Is the Most Misunderstood Metric in SaaS
A practical look at why this one number gets misread so often, including the blind spots, the real difference between NDR and GDR, and how cohort blending can make a healthy-looking number quietly wrong.
How AI Actually Changes Post-Sale Work in Mid-Market SaaS
A breakdown of where AI has actually changed how Customer Success, account management, support, and implementation work get done, drawn from real workflows across four companies rather than industry talk.
A Short History of Why SaaS Boards Started Obsessing Over NDR
How board-level metrics evolved from logo churn to Net Dollar Retention to whatever comes next, and where AI may be pushing them.