Services & Offerings

Board Advisor, Strategist, Talent Expert

Support to C-Suite, advise on retention and persistent growth strategies, ensure alignment to top-level company objectives, guidance with major initiatives, build alliances cross-functionally with Marketing, Sales and Product, and recruit and retain top talent.

  • Strategies

    • Customer Retention Strategies

    • Customer Operations: People, Process, Tech-stack

    • Customer Segmentation & Alignment

    • Scaled Team & CSM Ratios 

    • Budgeting & Financial Planning

    • Partner & Channel Success Strategies

    • Community Strategies

  • Talent

    • Compensation Strategy for your Customer Success Organization

    • Roles & Responsibilities

    • Hiring Strategies

    • Talent Retention Strategies

    • Customer Success Career Pathing

    • Performance Review Process 

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Consultant, Fractional CCO, Scalable Processes

Clinical Expert in Customer Success with International Best Seller, The Customer Success Professional’s Handbook, to serve as your Chief Customer Officer “on-demand” bringing field proven best practice strategies that are repeatable and scalable, providing success assurance.

  • Operationalizing Customer Success

    • Defining & Designing Health Scores

    • Customer Lifecycles, Journey Maps, The Customer’s Journey

    • Identifying Customer Stages & Maturity Models

    • Identifying Moments of Truth

    • Persona Definitions & Multi-threaded relationships

    • Customer Executive Stakeholder Engagement

    • Success Plans, Value Tracking, EBRs/QBRs

    • Tech-Touch & Digital Communications Strategies

    • CSM Playbooks & Automation

    • Cross-Functional RACI

    • Team Handoffs (e.g. Sales to Onboarding)

  • Revenue, Growth, and Risk Management

    • Risk Management, Escalations, and Interventions 

    • Churn & Cohort Analysis Methodology

    • Renewals: Proactive vs. Just-In-Time 

    • Expansion: Driving with Sales and tracking CSQLs

    • Reference & Advocacy Management, working with Marketing (CSQAs)

  • Product Adoption Management

    • Product Experience: Improve the product

    • Strengthening the Impact of the Customer Community

    • Voice of the Customer (CAB, NPS, CSAT, etc.)

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Coach, Expert Trainer

Practitioner, Operating Executive, and Expertise delivered to over 10,000 Customer Success professionals on basic and advanced tactics, and have coached dozens of incredible leaders

  • Leadership

    • Engaging with the Board of Directors

    • Executive Dashboards & Reports

    • Executive & Leadership Communications

    • Managing VPs, Directors, Managers, and CSMs

    • Managing Up - Influencing the C-Suite

    • KPIs & Metrics that Matter

      • GRR, NRR, Margins

      • TTV, LTV, CSQLs, CSQAs

      • Usage/Adoption Metrics (DAU/MAU)

      • Support-related KPIs

  • CSM Skills Training & Enablement

    • What and Why of Customer Success

    • CS Charter: Increase Retention, Drive Growth

    • Core Competencies

      • Knowledge Mastery

      • Problem Solving Ability

      • Relationship Building

    • Day in the Life of a CSM

    • Best Practice Playbooks & Interventions

    • Preparing for your engagements - do your homework

    • Art of Discovery: Listening and asking the right question

    • The FIRST Meeting

    • Challenging and Persuading the Customer

    • Being Sales without being “Salesy”

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Any of These Sound Familiar?

Here are a few examples of the most common problems we help solve:

  • Customer Success performance is inconsistent or not having the needed impact on retention, renewals and expansion

  • The Customer Success Leader we hired didn’t work out or is underperforming

  • Inconsistent Cross-Functional Buy-in: Revenue will remain trapped in the client base if the entire company is unable to align on what drives value for the customer

  • Excessive or unpredictable customer churn

  • Too many stories of all-hands-on-deck heroic customer “saves”

  • Lack of deeply understanding root-cause(s) of customer churn

  • ALL customers are being treated with ‘white-glove’ service irrespective of their spend-levels

  • We don’t have visibility of customer health (who’s at risk, who’s ready to buy more).

  • We don’t have visibility of customer-related activity across all work streams

  • Too much individual or tribal knowledge

  • Staff onboarding takes way too long

  • Poor or inconsistent customer experience (not just post-sale)

  • Poorly executed internal handoffs

  • Inefficient process causing too much internal thrashing

  • Ineffectual VoC programs, lacking action or actionable feedback

  • CSM are not interacting effectively with customer executives and decision-makers

  • CSMs are 80% reactive (Support+) and 20% proactive

  • CSMs are not driving the customer to greater value

  • CSMs are not driving additional business

  • CSM Ratios have been linear to growth and we are unable to scale

  • CSM metrics are either too lagging or always seem to have justified misses

  • Not sure we have the right metrics in place for the CSM team

  • Disproportionate workloads across the team