Welcome.

I'm Jon, and I have a goal to help customer success professionals develop AI fluency with Claude.

A little over 10 years ago I shifted my career goals to work in B2B SaaS and I've spent the entirety of that time working in the customer success function. Over my career I've had the opportunity to see amazing shifts in technology and have felt the impact they've had on the evolution of customer success.

Today, we're working within arguably the most impactful technological advancement in history. AI is not only shaping the customer's experience, it's increasing the expected value they receive from products and services. At the same time, it's also advancing and changing at speeds that make it feel impossible to keep up.

Don't worry. I'm here to tell you to take a breath and tune out all of the noise. I assure you that you're well placed to not only feel caught up, but develop real AI fluency that will keep you ahead of the curve. The truth is, while it's overwhelming, AI is just another skill you learn. Like all other skills we've learned in our careers, we obtain mastery by focusing on linear progression, practice and time.

I've spent over 3,000 hours working with Claude as my operating system over the past years. I've built, shipped and scaled products like Vetpras, coached professionals across different business functions and consulted organizations on technology adoption and readiness.

The articles, essays and playbooks that you'll find on this website are all built on the foundation of my decade of experience in customer success and dedicated work with AI over the past 3 years.