Marcin Pilarczyk Narrative Ops published a report showing that 29.7% of post-sales leaders in Planhat's 2026 survey say their model is leaner, more ARR per CSM, up from 14.8% a year ago.

Narrative Ops helps B2B SaaS and fintech teams fix the operational layer around customers: onboarding, implementation, support workflows and the reporting nobody has time to run. The method is an AI employee doing defined jobs with narrow access, named approvals and supervised runs - not a chatbot bolted onto a broken process. Five such systems run daily in my own publishing business: ad and royalty reporting, newsletter ops, platform support, site updates and network intelligence. Background: 25 years in program management and customer operations, including scaling partner onboarding at Google from four weeks to two on a $100M+ portfolio. Fixed-price teardown, single-workflow build, or ongoing ops.