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 

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.)

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”

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