Reading Flow: Don’t Translate, Track Comprehension
Translate less, understand more. Use a timer and a simple log: minutes read, % understood, unknowns looked up later. The metric is “pages at ~90% comprehension,” not perfect parsing.
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The First 60 Days Running CS: Boring on Purpose
The first two months set posture. The job isn’t heroics—it’s clarity. Outcomes the company expects from CS. Two or three leading indicators we’ll live and die by. Cadences that expose reality fast. What I do: – Map just enough of the current journey to find leverage, then stop mapping and run plays. – Publish a…
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One-Page Personal Operating System
Write a one‑pager you can actually use: mission, the three outcomes that matter this quarter, weekly cadences, and “stop doing” items. Re‑read Monday morning. If it doesn’t change your week, trim it until it does.
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Digital CS Is Its Own Craft
Digital CS isn’t “CS, but cheaper.” It’s behavior‑driven messaging, self‑serve paths that don’t humiliate users, and targeted human help where it changes the slope. I build it around three loops: – Teach the next action. Contextual nudges beat newsletters. – Detect risk early. Silence is a signal. Weird patterns are, too. – Reward progress. Show…
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Onboarding: Three Checkpoints That Catch Most Problems
For most SaaS, three checkpoints prevent long tail pain: – Technical fit verified (auth, data in, integrations stable) – First value achieved (the “aha” the buyer actually cares about) – Owner named (who runs it day-to-day) If any checkpoint fails, pause expansion plays and fix root cause. Onboarding is leverage; don’t step over it.
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Shadowing: The Most Useful Speaking Drill
Pick 10–20 seconds of native audio, loop it, and speak with it. Aim for rhythm and intonation first, then articulation. Five minutes a day compounds. Record yourself once a week to hear drift.
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The Smallest Possible Health Model
Three inputs beat twelve: activation state, usage recency/depth, and key feature adoption. Start with equal weights. If AUC/ROC against churn is ~0.5, your inputs are wrong, not your math. Fix the signals first.
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One Spine: PQLs, SDRs, and Success on the Same Page
Good growth isn’t a relay with dropped batons. It’s a single spine. Connect product signals to PQL creation, define when a human is the right tool, and give Success a cadence to pull drifting users back to first value. A few guardrails: – Every transition should be observable and auditable. If a human is needed,…
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Energy Management Beats Time Management
Schedule hard cognitive work in your high‑energy window and admin in the trough. Track your peaks for a week and align work accordingly. Calendar math that ignores energy is why good plans die.
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Global Account Governance in One Page
Give the global owner strategy and data stewardship. Give regions revenue execution and relationships. Publish the escalation path and review cycles. Customers should feel one company; org charts should disappear.