Advisory Services

Practical partnership to move Customer Success priorities forward.

We partner with Customer Success leaders who have clear priorities but limited time to structure and execute against them.

We step in to bring clarity, structure, and momentum to the work that matters most.

Get Clear

~ 4 weeks

We quickly assess how your Customer Success organization operates today across lifecycle, risk, renewals, and expansion.

WHAT WE LOOK AT

Renewal performance, current processes, and pricing approach
Expansion workflows and how opportunities are identified
Client health signals, risk escalation paths, and risk mitigation workflows
Client lifecycle touchpoints
Reporting, KPIs, and visibility into renewal and risk
Tools, roles, and how ownership and data flow across CS, Product, and Operations
Input from key stakeholders through interviews and workflow mapping

Deliverable: A clear point of view on priorities, strengths, and gaps, plus a roadmap your team can act on with recommended KPIs.

build what matters

2–3 months

We design the pieces that will actually move Customer Success work forward across lifecycle, risk, renewals, and expansion.

The focus is on what is clear, practical, and usable by your team without unnecessary complexity.

INCLUDES

Renewals and expansion

Renewal operating guide with pricing guardrails
Expansion workflows and how opportunities are identified
Revenue visibility and renewal forecasting

Risk and client health

Risk identification, escalation paths, and mitigation workflows

Lifecycle and delivery

Engagement cadence and client touch points
Client segmentation, and tiering
Strategic account planning

Visibility and metrics

KPI dashboards and reporting models
Pipeline, renewal, and risk visibility
Templates and team toolkits

Deliverable: A Customer Success model your team can use immediately, with clear workflows, guidebooks, and metrics that support retention, growth, and a more empowered CS team.

Make it stick

3–6 months

We stay engaged as the work is rolled out so it becomes part of how your team operates day to day and holds over time.

INCLUDES

Leadership alignment to reinforce ownership, workflows, and renewal and risk practices
Coaching for managers and ICs to support execution and accountability
Dashboard iteration and forecasting visibility as the model is applied
Pilot testing and feedback loops to validate playbooks, health scoring, and lifecycle workflows
Scaling plan and ongoing success tracking to ensure consistency over time

Deliverable: Confident execution and long-term stability, supported by clear ownership, repeatable behaviors, and visibility into renewals, expansion, and risk.