Stop losing customers you should have kept.Fractional CS leadership and embedded consulting for growth-stage SaaS. We transform reactive firefighting into data-driven NRR engines.

Run by operators, not consultants.

Time to First Value

+63% Faster

Achieved at Apollo in under 3 months

GRR Churn Reduction

26% → 5.8%

From our retention playbook at Lob

IPO Worthy NRR

121%

The standard we've built to at Canary

Does this sound familiar?

Here's what we see over and over again in post-sales orgs. Most of it is preventable.

CSMs Are Firefighting, Not Delivering Value

Your team knows what proactive CS looks like. They just don't have the time or playbook to get there.

You're Over-Serving the Wrong Accounts

A one-size-fits-all model burns out your CSMs and under-invests in the accounts that could expand.

Manual Work Is Eating Your CSM Capacity

Every hour spent on status updates and manual tracking is an hour not spent retaining your most at-risk accounts.

You Can't Improve What You're Not Measuring

Without the right data, every CS decision is a guess. You can't improve GRR, NRR, or LRR when you don't know what's driving churn.

Every Onboarding Feels Different

When your customer experience depends on who picks up the Slack message, you don't have a CS program — you have chaos with a smile.

No Clear Swim Lanes = Constant Overlap

When CSMs and AMs don't have defined roles, customers get mixed messages and renewals fall through the cracks.

What our clients see.

We embed with your team, build the playbook, and implement alongside you. Our clients see measurable improvement in Time to First Value (TTFV) and Gross Revenue Retention (GRR) within 60 days.

Set the retention standard your competitors are measured against

Implement the right tools in the right order — and actually use them

Build a CS organization that doesn't break at 100 customers. Or 5,000.

Get customers to their first win faster — and keep them there

Stop guessing why customers leave — and start intervening before they decide to

Nina Wilkinson, Director of CS at Apollo.io

“Nina and Linnea don't just consult, they get in the trenches with you. In 5 weeks, we redesigned our Vitally instance and playbooks, rebuilt our renewals process, and trained our team. Real operators solving real problems.”
Charlie Lee, COO Case Status

In the trenches

No fluff. Just what's working in CS.

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Illustration of a balanced teeter-totter representing the CS segmentation and leveling framework, with account tiers on one side and IC1 to IC6 CSM levels on the other

CS Segmentation and Leveling: The Framework for Aligning Account Complexity With Career Growth

Most companies build a segmentation model or a leveling framework, but rarely both together. This piece walks through the CS segmentation and leveling framework built at Apollo: the 3 inputs that drive account tiering, the IC1 to IC6 leveling model with a Developing and Proficient stage inside every tier, and the career mobility tracks that keep strong CSMs from leaving for a management title they never wanted. Includes real poll data from 55 CS and revenue leaders.

CS Leadership & Team BuildingCS Operations

Pie chart of survey results from 41 CS and revenue leaders on CSM vs AM role clarity: 51% say roles are split but handoffs are messy, 27% say roles are split but comp is misaligned, 20% are just starting to split roles, 2% have a fully optimized coverage model. ScaleUp CS.

We Asked 41 CS and Revenue Leaders About Their CSM/AM Roles. Here's What They Told Us

We polled 41 CS and revenue leaders on where they stand with CSM/AM role clarity. Most have already split the roles on the org chart, and most are still stuck. 51% have messy handoffs. 27% have misaligned comp. This breaks down what's actually underneath each bucket, including the RACI model and CSQL comp structure we walked through live with Vitally, and what to fix depending on where your team lands.

Sales–CS AlignmentCS Leadership & Team Building

Tuesdays in the Trenches blog hero illustration: a worn cyanotype blueprint panel on a cream background showing three linked process sections, Renewals, Billing, and Churn Numbers, wired to a central connector hub. The hub is torn open on one side, unraveling into loose orange threads and fragments drifting down the panel's center. Headline reads "The Unsung Heroes." with the tagline "Pull one thread, watch it all unravel. CS Ops and the Finance Team Who Know Where Everything Lives." Visualizes how renewal, billing, and churn reporting workflows destabilize when the person holding the institutional knowledge disappears.

The Unsung Heroes You Don't Miss Until They're Gone: CS Ops and the Finance Team Who Know Where Everything Lives

A recent acquisition cost a company its finance team, and within weeks renewal quotes, billing questions, and churn reporting all started breaking. This piece looks at why the relationship between CS Ops and finance is more load-bearing than most orgs realize: the judgment finance analysts carry that never makes it into a system, what actually breaks when they leave, and what to document, build, and ask before you find out the hard way.

CS OperationsRetention & Churn

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CS strategies you can implement this week.

No fluff. Straight from operators who've built it. Join 600+ CS leaders.