In this episode of the SaaS Operators Podcast, we talk to Mike Manheimer, CMO at Postscript, about what happens when AI, services, and SaaS all converge around a single outcome. Mike shares how Postscript measures its success on customer economics, not feature usage, why only a small slice of their base needs a full “done for you” service, and how they think about threading the needle between automation and human operators. We cover why support is ground zero for AI driven cost cutting, why lifecycle and SMS are still guarded by brand taste, and how the next wave of SaaS winners will be the ones that can prove they drive better outcomes than the internal team, without flattening every brand into the same generic voice.

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