Business practice
- Business practice overview. Operations consulting and manager training for SaaS and AI companies, and who it fits.
- New-Hire Ramp. A 30, 60 and 90 day ramp that gets new support, CS and implementation reps productive on a predictable schedule, built on your procedures.
- Support Team Structure. Support team structure for SaaS companies: tiers and escalation paths, named owners across support, CS and implementation, and decisions that stop queuing.
- Capacity Planning. Support team capacity planning: capacity measured, not estimated, staffing problems split from process ones, and a plan you can defend to a board.
- Customer Retention. Reduce churn: find where accounts actually leave, rebuild the first 90 days, and catch the next cooling account in time.
- Customer Onboarding. Customer onboarding for SaaS: a first win on the calendar, a clean handoff to CS, and an offboarding that tells you why customers leave.
- Customer Journey Mapping. Customer journey mapping from first sales call to renewal, with every handoff between teams given a named owner.
- Process and Workflow. Process improvement for support, CS and implementation teams: the costliest workflow measured, simplified and live, with an owner and a baseline.
- SOPs and Documentation. Internal SOPs and knowledge base articles written from the real work, each with an owner and a review date.
- AI Adoption. Named AI use cases in support, success and ops, one owner each, and adoption you can see in the work, not in a license count.
- AI Change Management. A rollout plan built with your frontline teams, training on real work, and a check after go-live so the new way sticks.
- AI Use Policy. An AI acceptable use policy that stands up to security questionnaires, SOC 2 audits and cyber insurance renewals, signed by your whole team.
- Shadow AI Exposure. A shadow AI risk assessment: which AI tools your team uses, what customer data went in, and a one-page exposure map in 72 hours.
- The 30-Day Proof. One operational fix built and live in 30 days, owned by your team, or the invoice is zero.
- Fractional Operations. For founders and CEOs who are the operation: a weekly cadence that is run, a governed roadmap, and a successor built in from day one.
Manager training
- Manager Fundamentals. Eight live sessions for frontline managers at SaaS and AI companies.
- For CEOs. What untrained managers cost, and how the program lowers it.
- For HR and People leaders. Program design, measurement and guardrails.
- The curriculum. All 8 sessions and what managers walk away with.
Frameworks
- Frameworks library. The methods behind the practice, published in full.
- Keep The SCORE. Earn The TRUST. Keep The SCORE, Earn The TRUST is a framework that splits a manager’s job into two halves.
- What You Own Now. What You Own Now is a framework for new managers that names the four things they’re now responsible for: the work (team output and metrics), the people (growth, performance, morale and retention), the process (how work moves and where it gets stuck) and the reporting (translating the team’s work upward).
- The Role Doc. The Role Doc is a ten-part job description that captures the real job, not just the posting.
Insights
- All insights. Articles on managers, operations and practical AI.
- Untrained managers are an operating cost.
- The AI policy your insurer and your customers will ask about.
- Shadow AI is already in your company. Here's the map.
- The six questions that find churn before it finds you.
- The two-person dependency test.
Personal practice
- Personal practice. Lasting change designed around how it actually forms.
- One-on-one coaching. How sessions run, what to expect, and the questions people ask first.
Company
Legal
- Privacy policy. What this site collects, including analytics cookies and your consent choices, and how to have it deleted.
- Accessibility statement. What's in place, what isn't yet, and how to report a problem.