My name is Simon. I spend my time thinking about ways to use principles of operations management and growth engineering to improve the way business is done on the internet. The popular name for this kind of work is “Customer Success,” but that’s a slippery term.

I work for Automattic. I’m changing the way we use data to serve our millions of active customers, as well as expanding our Live Chat support to all of them, all the time.

I believe that actionable insights can be found for any business, and lessons from Big Data can bear fruit for smaller businesses, too.

In my blog I mostly write about things I’ve read or things I’m thinking about. Big topics tend to be remote work, leading remote teams, and some critical thinking about organizations and transparency.

If this is your first time here, you can see my most popular Posts in the sidebar of this page. You can also connect with me on LinkedIn or Twitter, both of which I try to keep professional and relevant.