Offerings

CX Foundation

Sustainable customer success starts before the contract is signed. The Sales-to-CS handoff, the onboarding experience, the way your product and support teams communicate with customers all either sets your customers up to succeed or quietly undermines them. We build the foundation that makes the whole journey work.

This offering is hands-on fractional leadership, not an advisory engagement. We design your CS function and embed it into the business, working directly with Sales, Product, Engineering, and Support leadership to establish CS as a true peer, not an afterthought. We clarify handoffs, build feedback loops, and make sure every team understands their role in the customer’s success. Where needed, we also work directly with your customers during the build.

What’s included:

CS org design · Role definitions · Onboarding & success playbooks 

Health scoring · Renewal and expansion motion · Sales–CS handoff design 

Product feedback loops · Engineering & Support escalation alignment · Customer-first culture integration

Typical engagement:

6–12 months

Scaling Blueprint

A CS team that’s only renewing accounts is leaving money on the table and probably burning out while they're at it. The shift from reactive to strategic starts with two questions: what outcomes are your customers actually trying to achieve with your product, and where are the natural paths to growth hiding in your existing book of business?

That starts with use case discovery. We get specific about how different customer segments are using the product, which use cases are driving real value, and where the gaps are between what customers adopted and what they could be doing. From there, we build the implementation path to close those gaps and the playbooks for CS and Sales to work expansion together. We also establish the cross-functional relationships with Product and Engineering that ensure customer feedback shapes the roadmap, not just sits in a backlog.

What’s included:

Use case discovery and mapping · Adoption gap analysis · Implementation planning by customer segment 

CS–Sales expansion playbook · EBR and milestone frameworks · Upsell and cross-sell identification 

CS-to-roadmap alignment with Product · Cross-org partnership design

Typical engagement:

3–6 months

Friction Audit

Switching has never been easier. Competitors are a search away, procurement cycles are ever more complex, and a customer who can’t clearly articulate the value they’re getting from your product will eventually stop trying to justify it. The real threat usually isn’t a loud escalation, but rather a quiet drift. Usage drops, champions go dark, and renewal conversations get pushed.

Stickiness isn’t about lock-in. It’s about demonstrated value: making sure customers can see and feel the impact of what they’re paying for in terms that matter to them, not the product metrics that matter to you. This engagement surfaces where value is real but invisible, where relationships have quietly frayed, and where risk is building before it shows up in a health score. Sales stays in the loop throughout because the accounts closest to churning are often the same ones with the most room to grow.

What’s included:

Account health diagnostic · Health signal and data audit · Coverage model review 

Value demonstration framework (in customer terms) · Prioritized account risk map · Early warning monitoring framework

CS–Sales alignment on save and expansion plays · Retention action plan with owner accountability 

Typical engagement:

4–8 weeks

Smokejumper

Even the best CS functions have accounts that reach a crisis point. Executive escalations, trust breakdowns, renewal cliffs, implementation failures are all situations where the relationship has deteriorated faster than your team can respond. The cost of getting it wrong is measured in ARR.

We deploy into active crises, working directly with your customer and internal stakeholders across CS, Sales, Product, and executive leadership to stabilize the relationship. You walk away with a documented recovery plan, realigned internal ownership, and a clear path back to a healthy account. The goal is to move beyond saving the account and leave it stronger than before.

What’s included:

Rapid situation assessment · CS and Sales executive alignment · Direct customer engagement 

Escalation management · Relationship recovery roadmap · Post-crisis handoff and account health documentation

Typical engagement:

4–8 weeks (scoped to the situation)

CS Leader Lab

The best CS systems in the world only work if the people leading them can hold the line with their customers, their teams, and their peers in Sales, Product, and the C-suite. The jump from individual contributor to manager, or from manager to executive, is harder than anyone warns you about. Most CS leaders are navigating it in real time, without a playbook, while carrying a full book of business.

We work through your real challenges using the EmpathyNerd framework: accountability, authority, and empathy. Each session is grounded in what’s actually happening in your work right now. You leave with tools, perspective, and language you can use immediately to lead with more confidence and less noise.

What’s included:

Structured 1:1 coaching sessions · Real-scenario leadership work · Peer and cross-functional influence skills 

Tools for leading with accountability, authority, and empathy · Between-session accountability check-ins · Session notes and action plans

Typical engagement:

6–12 sessions