New Direction

It’s been 9 months since I’ve published here. A lot has changed.

When I started this Substack, I was building a startup with AI tools and writing about that experience. Since then, I’ve taken on the SVP of Customer Success role at Drata, and the thing I’ve been thinking about most isn’t how to build software — it’s how to rebuild the way we run Customer Success for technical products.

Here’s what this publication is now:

I’m writing for CS leaders at technical SaaS companies. The ones whose customers are engineers, whose retention depends on architectural depth, and who are tired of frameworks designed for a different buyer.

Every post follows the same format: a challenge to something the CS industry treats as settled, an opinionated framework to replace it, and a prompt library or AI agent workflow you can run against real customer data that week.

Look out for the first post tomorrow. “Your Health Score Is a Horoscope” is focused on why composite health scores are performative dashboards and what to build instead.

If this new direction isn’t your thing, no hard feelings, unsubscribe link is below. If it is, I’m glad you’re here.

— Michael