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Notes on building for the long clock.
Essays on building AI-native SaaS inside a studio, unit economics, and what we're learning building our brands.
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June 3, 2026·Operator notes·6 min read
Customer support is a margin and retention lever, not a cost center.
Run as a cost center, support erodes both margin and NRR. The Cobalt Glacier three-job framework — friction reduction, product feedback, renewal protection — typically moves support from 12–15% of revenue into the 7–9% band within four quarters.
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May 6, 2026·Operator notes·4 min read
NRR is the only B2B SaaS metric that compounds.
ARR is a snapshot. Net revenue retention is the engine. On a permanent-capital holding period, the gap between 105% and 125% NRR is the difference between a good business and a category-defining one.
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