Services
Every engagement starts with your goals and your numbers. These are the areas where I most often help. Each can stand alone or be combined into one program.
Customer Success Foundations
THE PROBLEM
You know you need Customer Success, or you have a team that isn't delivering. But there's no shared definition of what it owns, how it's measured, or how it pays for itself.
WHAT YOU GET
An assessment of your current customer-facing teams, metrics and processes
A clear charter for Customer Success: scope, objectives and success measures
Customer segmentation and coverage models matched to account value
A 90-day roadmap with priorities and owners
Typical engagement: 4–6 weeks
Team Alignment and Org Design
THE PROBLEM
Success, Services and Support each work hard, but hand-offs break, customers repeat themselves, and no one owns the outcome.
WHAT YOU GET
A recommended structure for Success, Services, Support and Partner teams
Clear roles, hand-offs and escalation paths across the customer journey
Shared KPIs so every team is measured on retention and value delivered
Hiring profiles and a staffing plan as you scale
Typical engagement: 4–8 weeks
Retention and Renewal Programs
THE PROBLEM
Renewals surprise you. At-risk accounts surface too late, and expansion depends on a few individuals.
WHAT YOU GET
A customer health model your team and executives trust
Joint Success Plans that tie your product to each customer's goals
A renewal pipeline process with clear stages, forecasting and reviews
A view of what it costs to retain each dollar of ARR
Typical engagement: 6–10 weeks, with optional ongoing advisory.
AI-Enabled Customer Success Operations
THE PROBLEM
Your CS team spends hours building reports, cleaning pipeline data and preparing account reviews. This is time that should go to customers.
WHAT YOU GET
A review of where AI can safely take on CS operations work
Automated book-of-business reporting and renewal pipeline checks
Faster, more consistent account review and QBR preparation
Guidance on rollout, adoption and measuring the time saved
Typical engagement: 4-6 weeks.
THE PROBLEM
You need senior Customer Success leadership, but not a full-time executive (or, at least, not yet).
Advisory and Fractional Leadership
WHAT YOU GET
Regular working sessions with your CEO, CS leader or leadership team
Coaching for a new or first-time Customer Success leader
Support for board reporting on retention, renewals and NRR
Interim leadership while you hire
Not sure where to start?
Most clients start with a 30-minute conversation. Tell me what's happening with your customers, and I'll suggest where to focus first.