Essays
B2B SaaS Customer Support
Strategy and Operations
Frameworks on support operations, unit economics, and customer service strategy from 15+ years leading support at D2L, AlayaCare, and FreshBooks. Essays for B2B SaaS and fintech founders and support leaders.
Fractional Head of Support for B2B SaaS and fintech companies.
CSAT Is a Vanity Metric. Here Is What to Measure Instead.
For B2B SaaS support teams: CSAT scores feel like progress but rarely drive business outcomes. Learn the three support metrics that actually matter for unit economics and retention, and how to transition your reporting.
Read articleStop Treating Support as Only a Cost Centre
For B2B SaaS founders and support leaders: customer support will always sit on the cost side of the P&L, but the highest-performing companies design their support operations to quietly protect and grow revenue.
When to Make Your First Support Hire
For B2B SaaS founders: the timing of your first support team hire shapes your customer service operations for years. Learn the signal that tells you it is time and what to look for in that critical first operator.
Zendesk vs Intercom in 2026: A Founder's Guide
For B2B SaaS support leaders choosing a support platform: both Zendesk and Intercom have evolved significantly. Understand the trade-offs in each support tool and find the right fit for your customer service operations and team size.