We analyze every part of your post-sale motion, onboarding, health scoring, renewal management, and expansion. In 30 days we find the revenue your CS function is failing to protect and the churn it is failing to prevent.
Who This Is For
Most customer success failures at the $2M to $20M stage are not caused by a bad product. They are caused by a post-sale motion that was never designed, it just accumulated over time.
You or someone from sales is managing customer relationships reactively. You have no visibility into which customers are healthy and which are about to leave.
You are responsible for retention but do not have the tools, the headcount, or the data to manage it proactively. You find out about problems when customers escalate.
Gross revenue retention is declining quarter over quarter. You do not know if it is product, price, or process. You are about to hire more CS headcount to solve it.
Where Your Retention Revenue Disappears
New customers are handed off from sales and never properly activated. The onboarding is a checklist sent by email. 30 days later, the customer has not touched the product and is already at churn risk.
The bottom 20% of your customer base consumes 60% of CS time. They escalate constantly, pay below standard, and have never expanded. They are a cost center disguised as a revenue line.
Renewals are handled reactively. The CS manager notices the contract date approaching and sends an email. No health score, no renewal motion, no expansion conversation initiated in advance.
There is no health score, no usage signal, and no early warning for churn. The first sign of a problem is when the customer asks to cancel. By then, it is usually too late.
Customers who are ready to expand are not being asked. There is no motion to identify expansion signals, no CS-to-sales handoff for upsell opportunities, and no incentive for CSMs to surface them.
CS is manually doing what the product should do automatically. Data exports, integrations, onboarding steps that require human intervention, all absorbing headcount that should not be necessary.
The Process
One engagement. 30 days. We find the churn pattern and fix the motion that is causing it.
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