In this episode, Jeff Mains sits down with Tom Rossi, technical co-founder of Higher Pixels and BuzzSprout, to explore what it really takes to build sustainable SaaS businesses. Tom shares the journey from running an internet service provider in the late '90s to creating BuzzSprout, one of the most beloved podcast hosting platforms.

The conversation dives deep into the importance of focus over feature bloat, why support should be treated as a product feature, and how community and brand affinity create lasting competitive advantages. Tom also challenges conventional wisdom about video podcasting, shares hard-won lessons about remote culture, and reveals why "you'll never be as dumb as you are right now" is one of the most empowering principles for decision-making.

[4:26] - The Birth of BuzzSprout: How a simple problem (churches wanting to share sermons online) led to building a podcast hosting platform in 2007-2008

[6:37] - Design as Competitive Advantage: Creating intentional tension between designers and programmers to achieve the best user experience

[7:19] - Support as a Feature: Why your support team isn't an afterthought—it's an unsung feature that drives brand loyalty

[8:13] - The Conference Photo Moment: When podcasters asked for photos with the support team instead of the founders—a testament to exceptional customer service

[11:00] - Spinning Plates to Focused Teams: The evolution from juggling multiple products to going all-in on BuzzSprout when podcasting exploded

[12:11] - The Developer Trap: Why SaaS founders (especially developers) keep building features instead of focusing on sales and marketing

[13:58] - Focus on New Podcasters: The strategic decision to stop competing for existing customers and focus entirely on helping new podcasters get started

[20:06] - Video vs. Audio Podcasting: Why video is being over-hyped and the fundamental difference between the two mediums

[21:51] - The TikTok Disaster Podcast Success Story: How one podcaster used short-form video with disaster images to drive massive podcast growth without ever appearing on camera

[24:28] - Respect the Medium: Create 3-5 minutes of engaging video for discovery, not 45-minute talking head uploads

[28:34] - The 28 Downloads Benchmark: If you get 28+ downloads in the first 7 days, you're in the top 50% of all BuzzSprout podcasts

[34:01] - Building Remote Culture: The challenge of creating autonomy without isolation in fully remote teams

[37:15] - Basecamp & Experiments: How Higher Pixels uses the 37signals approach and lets each team experiment with their own leadership structure

[42:53] - "You'll Never Be as Dumb as You Are Right Now": The empowering principle that delays decisions until you have more information and encourages running minimal experiments

[44:47] - Your First Episode Will Be Your Worst: Why podcasters (and founders) should ship quickly and iterate rather than agonize over perfection

In this episode, Jeff Mains sits down with Barbara Wittmann, a 25-year veteran of IT transformation who has pioneered the concept of "human infrastructure" - the invisible framework of trust, clarity, and collaboration that determines whether technology projects succeed or fail. Barbara shares her journey from mountain biking and logistics to SAP consulting, and how she discovered that most technology failures are actually people problems in disguise.

She introduces her four-pillar model for preventing costly project detours, explains why people development should be a permanent IT budget line item (not a one-time HR initiative), and reveals how AI is raising the bar on what humans need to do best. The conversation explores psychological safety, shared mental models, limiting beliefs, and why wisdom drawn from indigenous cultures can help modern SaaS leaders build more resilient organizations.

[4:56] - Technology problems are almost always people problems - software can't fix misalignment, confusion, or teams that weren't brought along for the change

[8:35] - Human infrastructure is the framework where departments work seamlessly together, end-to-end processes are understood, and people have artifacts to help them navigate complexity

[10:14] - Shared mental models are critical - creating a high-level map of systems, data elements, and functions helps everyone align on what changes will impact

[12:20] - People development should be an OPEX line item in IT budgets, not a one-time HR initiative - we upgrade servers continuously but treat people upgrades as "one and done"

[16:15] - Empowering the middle layer of organizations can save about 20% on consulting spend because in-house people already have the knowledge

[20:20] - The four-pillar model: Understand the problem → Condense it → Create a solution → Get people excited about it (most teams skip understanding the problem)

[22:32] - The dual ecosystem approach: Train people in a cross-industry environment where they can practice without fear, then bring learnings back to their organization

[25:53] - Once 25% of your middle layer adopts a new mindset, you see behavioral shifts ripple throughout the entire organization

[29:00] - Indigenous wisdom teaches that everything is connected (ecosystems) and everything works in cycles - nature isn't "on" all the time

[34:27] - Limiting beliefs often sound like "I can't do that, I've never done that before" - when your instant reaction is "no," pause and get curious about why

[37:17] - AI should be seen as a coworker, not a competitor - the key is training our uniquely human aspects: emotional intelligence, sense-making, and asking better questions

[39:38] - First step to building human infrastructure: Create psychological safety where people can voice concerns, and reconnect with your company's core mission and values

"Most teams learn the hard way: Technology rarely fails because of the tools. It fails because the people aren't aligned to use them." - Barbara Wittmann

"If your company is not really talking to each other as it is, a software is not gonna fix the issue." - Barbara Wittmann

"We are upgrading servers all along, but with people upgrades, we look at it in a very old fashioned way. It's a one and done kind of thing." - Barbara Wittmann

"AI models are evolving at the speed of light, and we are not upgrading our humans. What can go wrong?"- Barbara Wittmann

"Your execution layer cannot delegate complexity anymore because they need to deal with it inevitably."...

In this episode, Jeff Mains sits down with Michael Ferranti, a veteran of developer tools and cloud-native infrastructure with over a decade of experience at companies like PortWorks, Teleport, and Unleash. Michael shares insights on feature management, the critical role of feature flags in modern software delivery, and how to effectively market to developers.

The conversation explores why "friends don't let friends build their own feature flag system," the evolving landscape of product-led growth, and how AI is reshaping go-to-market strategies for developer tools.

[5:27] - The Common Thread in Category Creation

[7:17] - What is Feature Management?

[11:56] - The Cost of Downtime

[18:28] - The Race Car Analogy

[19:59] - Marketing to Developers

[24:18] - User vs. Buyer

[30:30] - Easy to Try is Essential

[35:30] - Organic Search is Declining

[36:29] - AIO (AI Optimization)

[40:26] - The PLG Myth

[44:17] - The AI Shift

1. Market Size Trumps Perfect Execution Even with the best product and conversion rates, growth will plateau if your addressable market isn't large enough. Evaluate market size as rigorously as you evaluate product-market fit.

2. Speed Requires Safety Mechanisms The fastest-moving teams aren't reckless—they've invested in systems (like feature flags) that allow them to ship confidently and recover instantly. Build your "brakes" before you try to accelerate.

3. Know Your User vs. Your Buyer Developer tools require a dual strategy: serve the hands-on-keyboard users who will love (or hate) your product, while convincing budget holders of business value. Neglect either and you'll struggle.

4. Friction is the Enemy of Adoption In developer tools, the ability to try your product without a sales conversation isn't optional—it's existential. Whether through open source, free trials, or freemium models, eliminate barriers to first value.

5. Proprietary Data is Your AI Moat As AI reshapes discovery, the companies that win will be those with unique data sources that LLMs cite as authoritative. Think "Zillow for home prices" in your category.

6. Adaptability is the New Competitive Advantage The pace of change has accelerated to the point where strategies have a 3-6 month shelf life. Build a culture of curiosity, experimentation, and rapid learning rather...

In this episode, Jeff Mains sits down with Martin Lesperance, an engagement specialist and interactive keynote speaker on a mission to help people fall back in love with their work. Martin shares his powerful "Four Not So Surprising Secrets" framework for rebuilding engagement, motivation, and momentum in the workplace.

From the symbolism of the yellow smiley ball to practical strategies for combating the engagement crisis (which is now worse than during the pandemic), this conversation offers a refreshingly human approach to leadership. Martin explains why engagement isn't a soft skill—it's strategic, and why bringing energy back to work starts with purpose, presence, gratitude, and fun.

5:18 - The Yellow Ball Philosophy

8:07 - The Founder Roller Coaster

11:39 - The Engagement Crisis

13:41 - Secret #1: Live Your Why

17:32 - Finding Your Why

22:32 - Secret #2: Be Present

24:00 - The Smartphone Problem

27:17 - Secret #3: Be Grateful

31:17 - Wabi-Sabi: Beauty in Imperfection

36:00 - Secret #4: Have Fun

39:34 - The Seattle Fish Market Example

41:50 - Making Dreams Come True

45:15 - Remote Engagement Challenges

When people stop caring, performance doesn't crash loudly—it quietly leaks out through missed details, slower execution, and "good enough" energy. With engagement at an all-time low (worse than the pandemic), leaders must treat engagement as strategically as they treat revenue metrics.

Your "why" isn't about you—it's about who you serve. When teams realize they're serving others (customers, colleagues, end users), the grind becomes meaningful. Help your team answer: Who do we serve? How do we serve them? What makes us proud?

In a world of Slack threads, Zoom boxes, and endless mental tabs, attention has become one of the rarest leadership skills. Listen to understand, not just to respond. Put down the devices. Be fully there. Someone on your team deserves more of you.

On this episode of SaaS Fuel, host Jeff Mains dives deep with Alex Berkovic, co-founder and CEO of Sphynx, a company modernizing compliance workflows in financial services with AI-powered agents. Alex shares his journey from design engineering at Imperial College and MIT, through founding Adorno AI, to transforming compliance for fintechs, banks, and payments processors with Sphynx.

The conversation explores how AI agents shift compliance teams from manual review to confident decision-making, reducing false positives and enabling scalable, reliable compliance. You’ll hear practical insights on building customer-driven products, adapting for global regulations, scaling teams and culture, and the evolving role of SaaS leadership in the age of AI.

00:00 "AI Transforming Compliance and Branding"

05:53 Manual Compliance Processes in Finance

09:16 AI-Powered Decision Support Systems

11:24 "Ensuring 99% Compliance Confidence"

13:23 "Frictionless AI Integration Process"

19:13 "Chasing PMF Relentlessly"

21:17 Founder-Led Sales Through Conferences

26:08 "Scaring Candidates to Attract Them"

29:08 "Hiring High-Agency Talent Matters"

31:41 "Firing Culture-Fit Employees"

33:30 "Early Startup Hustle Culture"

37:47 "AI Revolution in Compliance"

42:03 "Driving Engagement & Strategy Insights"

AI-Assisted Decision Making in Regulated Industries: "But what they can have is an AI agent, giving them a summary of all the different sources that we orchestrated, the reasoning that we had into making a decision, and them being the final point into making that decision." — Alex Berkovic [00:09:52 → 00:10:08]

AI and Compliance Risks: "In compliance, you can't have 20% where you're, I'm not sure. You can't even have 1% where you're not sure. If you onboard a sanctioned individual into your, your fintech or your bank, regulators are going to come in and hit you with a million-dollar fine." — Alex Berkovic [00:11:43 → 00:11:56]

Frictionless AI Integration: "We don't need an engineering team to integrate our product, right? We don't need you to integrate our API or whatnot. So we'll work on top of existing systems, just like an employee." — Alex Berkovic [00:13:32 → 00:13:42]

The Elusiveness of Product-Market Fit: "I always feel like it's like touching it by the tips of your finger, and then there's more to be done." — Alex Berkovic [00:19:18 → 00:19:23]

The Value of High-Agency Employees: "People that leave and start their own thing is great. It means that you've hired someone that was really good at what they were doing." — Alex Berkovic [00:29:47 → 00:29:51]

Viral Topic - Leadership Burnout: "Most leaders are exhausted from playing the lone hero, and it's killing both your results and your sanity." — Alex Berkovic [00:30:46 → 00:30:52]

Startup Hustle Culture: "I would rather work twice as much rather than hire someone that's gonna not be the right person because we feel we need too much help and we need to deliver." — Alex Berkovic [00:33:37 → 00:33:47]

1. **Build Products Based on Customer Needs, Not Just Passion**

2. **Start with Co-pilot Mode to Build Trust Gradually**

3. **Escalate Uncertain Cases to Humans—Never Compromise on Accuracy**

4. **Onboard with Minimum Friction and Learn Company-Specific Processes**

5. **Hire Slowly, Fire Fast, and Prioritize Culture Over Credentials**

6. **Sustainable Leadership Means High Ownership and Constant Iteration**

Alex Berkovic

alex@sphinxlabs.ai

https://sphinxhq.com

https://www.linkedin.com/in/alexandreberkovic/

https://x.com/alexberkovic

The...

In this episode of SaaS Fuel, host Jeff Mains sits down with Marlena Sarunac, co-founder of The Company Advice and marketing strategist for early-stage startups in complex, regulated industries like HealthTech, FinTech, and InsurTech. Marlena shares her "playbook nicely" approach—a proven framework that helps founders avoid reinventing the wheel while building go-to-market foundations that scale.

The conversation explores why letting products "speak for themselves" is a dangerous myth in today's saturated market, how to translate technical complexity into clear messaging that resonates, and why focus beats trying to appeal to everyone. Marlena reveals common messaging traps (including ChatGPT-generated clichés like "turning chaos into clarity"), the critical difference between selling to buyers versus users, and how to navigate pivots without losing credibility.

4:43 - The Playbook Nicely Approach

6:24 - Translating Complexity into Clarity

11:04 - Why "Product Speaks for Itself" is Dangerous

15:34 - Common Messaging Traps

17:42 - Buyers vs. Users

21:05 - Building Trust

22:51 - Navigating Pivots

24:53 - AI and the Human Spark

28:46 - Visual Identity Matters More Than Ever

32:06 - Brand Debt

39:18 - SEO/AIO Strategy

42:36 - Marketing as R&D, Not a Cost Center

Trying to sell to everyone dilutes your message and confuses the market. Get disciplined: focus on 1-3 buyer personas maximum. You can always expand later, but early-stage startups need clarity and traction, not broad appeal that resonates with no one.

Your buyers (decision-makers) and users (end-users) have different needs. Buyers care about business outcomes and ROI; users care about features and usability. Tailor your messaging accordingly: high-level benefits for buyers, detailed use cases and documentation for users.

Don't wait for perfection. Put messaging out there when you're "half comfortable," gather market feedback, and iterate quickly. Use flexible systems (landing pages, modular websites) that allow rapid updates without massive overhauls....

In this episode, Jeff Mains sits down with KG Charles-Harris, a serial entrepreneur who has founded six companies across industries ranging from genomics to AI. KG is the founder and CEO of Quarrio, a deterministic AI platform that solves a critical problem: getting accurate, consistent answers from corporate data in seconds instead of weeks.

KG shares his unconventional path to entrepreneurship, explaining how his companies emerge from late-night conversations with brilliant people who share a common problem. He breaks down the crucial difference between deterministic and probabilistic AI systems, making the case that when decisions involve real money, real lives, or real consequences, accuracy isn't optional—it's essential.

[0:00] Introduction to KG Charles-Harris and his multi-industry entrepreneurial journey

[1:18] How companies are born from conversations: The pattern behind KG's six startups

[2:30] The genomics company origin story: From 4:30 AM conversation to Norwegian startup

[3:28] Why Quarrio exists: Even data company CEOs can't get the data they need

[4:31] The Quarrio platform: 100% accuracy, plain language queries, auto-visualization

[5:27] Real-world impact: The $60M margin leak that took two quarters to find (would take 5 seconds with Quarrio)

[7:00] Deterministic vs. probabilistic AI explained: Why autopilots don't hallucinate

[11:30] The cycle time framework: Information → Decision → Action → Results

[13:00] Why ChatGPT's inconsistency is a dealbreaker for enterprise decisions

[18:30] Organizations as "decision-making machines" and democratizing decisions to every level

[20:30] The data explosion: Managing 300+ structured data sources in mid-sized enterprises

[23:00] Why Quarrio focuses on structured enterprise data (SAP, Salesforce, Oracle) instead of PDFs

[30:00] Go-to-market strategy: Why they started with Salesforce and sales teams

[32:30] The Salesforce incubation story: Free office space and immediate investment

[33:30] Team building philosophy: Surrounding yourself with people smarter than you

[37:00] Stewardship as core ethos: Taking care of family, team, customers, and partners

[38:30] The founder's dilemma: Resilience vs. delusion—knowing when to persist

[43:00] Where to connect with KG and learn more about Quarrio

In this episode, Jeff Mains sits down with Alistair Gordon, founder of Expertunity and author of "Master Expert," to explore why technical excellence alone isn't enough to drive career momentum and organizational impact.

Alistair reveals how subject matter experts (SMEs) can unlock influence without abandoning their technical edge through what he calls "expert ship"—a set of enterprise skills that translate expertise into clear business value. The conversation challenges the assumption that management is the only path forward for technical professionals and offers practical frameworks for founders looking to retain and grow top technical talent.

[5:00] - The leadership development gap: Only 11% of first-time leaders receive training in their first year, leaving 89% to sink or swim

[7:50] - Why "knowledge leader" failed: Technical experts don't want to be leaders—they want to avoid "useless meetings where nothing gets done"

[12:00] - The invisibility problem: Much of experts' work (like keeping email systems running) is completely invisible until something breaks

[14:30] - Expert as coach: The most transformational skill is learning to ask better questions before providing technical advice

[19:30] - The coaching paradox: Half of stakeholders love the questioning approach; the other half just want immediate answers

[23:00] - The negativity trap: Experts often spend 22 minutes explaining why something is difficult before mentioning it's actually a good idea

[29:00] - The promotion trap: Three out of four times, forcing technical experts into management roles is "a train wreck"

[40:30] - The remuneration shift: In successful tech companies, technical experts often earn more than leaders because they add more value

💡 "The era of people leaders dominating organizations is over. It's technical experts who are keeping the lights on and inventing the future." - @AlistairGordon

💡 "You can't teach a technical subject matter expert anything. They have to learn it. They have to want to learn it themselves." - @AlistairGordon

💡 "Most experts think their value should be obvious. But if your work is invisible and you can't describe it clearly, it won't be noticed." - @AlistairGordon

💡 "Career progress doesn't equal promotion. Most technical experts want to invent stuff that's cool and makes a difference—not fill in appraisal forms." - @AlistairGordon

💡 "The transition from individual contributor to first-time leader is the hardest transition in leadership—and it's five times harder for introverted technical experts." - @AlistairGordon

💡 "Find something positive to say first. Don't let technical complexities dominate the conversation before understanding what they're trying to achieve." - @AlistairGordon

Most leaders assume everyone wants career progression through management. Technical experts often want to build cool things that make a difference, not manage people. Ask what drives them before creating development paths.

Don't force technical experts into management roles they don't want. Establish technical career tracks with comparable compensation and recognition. The best chip designer at Nvidia isn't being "weighed down with management responsibilities."

Technical experts need coaching, stakeholder engagement, business acumen, and communication skills to translate their work into business value. These "enterprise skills" (not "soft skills") are what unlock their full