Above the Model: Where AI Value Is Really Built

What building autonomous agents taught me about where AI value is actually moving.

Aug 9 • [Un]Churned

July 2026

The CSM Wasn’t Removed From the Loop. We Moved Upstream.

What changes when AI handles the gathering and you're left with the part that actually requires a human.

Jul 14 • [Un]Churned and jon johnson

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June 2026

The Best AI Product Is the One Only You Can Build

A builder's POV on going from zero code to deployed agent in a month, and why the thing worth building is already inside your company.

Jun 21 • [Un]Churned

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Pulse 2026 Field Notes: Post-Sales Drew the Map. AI Is Learning to Read It.

Takeaways from Pulse 2026, Gainsight's annual conference for Customer Success and post-sales leaders.

Jun 9 • [Un]Churned

May 2026

The Unexpected Outcome of Paycor's Value Realization Playbook

Building the customer outcomes playbook that turned CSM burnout into momentum.

May 24 • [Un]Churned

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Before the Agent Ships: The Human Layer Behind Gainsight's Agent Evaluation Process

A behind-the-build look at what it actually takes to evaluate an AI agent for customer conversations

May 17 • [Un]Churned

Is Your CS Org Chasing the Wrong Goal?

[Un]Churned Chapter 020

May 6 • [Un]Churned

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Everyone Is a Builder Now. That's a Good Thing.

The SaaS companies that thrive next are the ones worth building on.

May 3 • [Un]Churned

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April 2026

When AI Is Responsible, Humans Are Accountable

[Un]Churned Chapter 019

Apr 28 • [Un]Churned

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The Performance Gap Your AI Rollout Is Quietly Creating

[Un]Churned Chapter 018

Apr 21 • [Un]Churned

From D&D to Customer Success: What Context Engineering Actually Unlocks

The AI skill that matters most right now has nothing to do with prompts.

Apr 20 • [Un]Churned and Brady Bluhm

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AI Search Is Changing Customer Discovery

[Un]Churned Chapter 017

Apr 14 • [Un]Churned

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