Services

We fix the CS operations that are costing you NRR.

No off-the-shelf playbooks. Every engagement is scoped to your stage, your team, and your biggest lever.

What we do

Six levers, scoped to your stage and your biggest problem.

01
Measurement

CS Metrics & Frameworks

Build the measurement infrastructure your CS team actually needs — health scores that predict behavior, dashboards your board trusts, and the leading indicators that tell you what's coming before it hits your GRR.

Clarity on what's driving retention

02
Org Design

Organizational Design & Segmentation

Match your coverage model to your book of business. We redesign account segmentation, CSM ratios, and workload distribution so your team is deployed where they can have the most impact.

Right CSM covering right accounts

03
Hiring

Team Hiring & Scaling

Define the profile, build the interview process, and onboard for impact. We help you hire CS talent that fits your stage — and ramp them faster than you thought possible.

A team that scales without breaking

04
Revenue

Retention & Expansion

Build the playbooks, triggers, and workflows that convert renewals from reactive negotiations into predictable outcomes — and turn your best customers into expansion revenue.

Improved GRR and NRR

05
Onboarding

Onboarding & Time to Value

Define your ideal onboarding motion, standardize the milestones, and build the handoff from Sales that sets every customer up for success from day one.

Faster TTFV, higher completion rates

06
Tech Stack

Technology & Platform Strategy

Audit your current stack, identify the gaps, and implement the tools in the right order. We configure, train, and embed — so the technology your team bought actually gets used.

Tools that actually get used

AI-Enabled CS Operations

AI is changing what's possible in Customer Success — faster insights, smarter health scoring, automated workflows that used to take weeks to build. We help you cut through the noise, identify where AI creates real leverage in your CS operation, and implement it in a way your team actually adopts.

We also use AI throughout our own delivery — so every engagement moves faster and goes deeper than traditional consulting.

Our process

How we work

Four phases. Every engagement runs through them, scoped to your stage and your biggest lever.

1

Diagnose

Get under the hood. No assumptions.

  • Audit current CS operations & tech stack
  • Analyze churn, GRR, and NRR trends
  • Interview CSMs, leaders, and customers
  • Surface the highest-leverage problems
2

Design

Build frameworks and the implementation roadmap.

  • Define segmentation & coverage model
  • Design health scores and playbooks
  • Set milestones, owners, and success metrics
  • Sequence the work for fastest impact
3

Implement

Roll up our sleeves and build alongside your team.

  • Configure tools and workflows
  • Run pilots and iterate weekly
  • Train CSMs and leaders in the moment
  • Embed in your Slack and standups
4

Sustain

Hand it off. Your team owns it. We stay close.

  • Document everything your team needs
  • Coach leaders through the first 60 days
  • Quarterly check-ins to keep momentum
  • On-call for thorny moments

Engagement models

Full Transformation

Embedded Partnership

3 – 6 months

We join your team as an embedded consultant — with your email, in your Slack, available for onsite work. Strategy plus full execution.

Focused Engagement

Sprint

4 – 8 weeks

A focused engagement targeting one high-impact problem — onboarding redesign, churn analysis, segmentation model. Defined scope, clear deliverables, measurable outcomes.

Leadership Support

Fractional CS Leadership

Flexible

Ongoing CS leadership for companies in transition — VP departure, maternity cover, post-funding scale-up. We run your CS function until your hire is ready.

CS strategies you can implement this week.

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