The OpX blog

Practical thinking on customer operations.

Ideas and operating lessons on renewals, delivery, team capacity and governed AI.

Latest essay Customer Success

The ratio is the model

What accounts and ARR per CSM leave out of a staffing review

The team total can look fine while one CSM is already over capacity. A staffing review needs the work, the qualified person and the week it lands.

Brett Seaholm4 min read
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Concrete towers and suspension cables carrying the load of a bridge, viewed from below.

More from OpX

By Brett Seaholm, Founder & CEO
A row of working gantry cranes and shipping containers at a port.

Customer operations

The Coordination Layer

What hierarchy carried, and what AI agents still need

6 min read
Read the essay Concrete staircases and metal railings in a light-filled museum.

Governed AI

The Judge and the Narrator

Separate company-approved evaluation from AI-generated explanation

6 min read
Read the essay An aerial photograph of intersecting highways and curved connecting roads.

Governed AI

A locally correct action can be organizationally wrong

Why correct context is not enough to authorize action

7 min read
Read the essay

OpX for Customer Success

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