Run the system. Don't let it run you.
Operational frameworks and psychological strategy for builders who need to scale systems without sacrificing their cognitive baseline.
The Philosophy
"The bottleneck isn't the technology we use; it's the cognitive drag of the systems we build around it. The best operations protect the capacity of the people running them."
From the Substack
View AllAll Motion Is Not Progress: Why Your Metrics Are Measuring the Wrong Thing
Your CS health scores measure activity, not value. Goodhart's Law explains why page views aren't ROI, and what to track instead to protect revenue at renewal.
The Architecture of De-Identification
The intersection of neuroscience, work identity, and practical frameworks for knowledge workers who want to perform without being consumed by what they produce.
Build vs. Buy: A CSM’s Guide to Navigating the Conversation
A practical guide for Customer Success Managers. How to have a complete, confident build vs. buy conversation with customers who are considering going it alone.
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