CS Systems That Scale
Two approaches to building customer success infrastructure that reduces churn risk and drives growth.
Choose Your Path
Whether you're founder-led or have a CS team, we meet you where you are and build what you need.
Foundation
Essential CS Infrastructure
- ✓ Customer onboarding process design
- ✓ Red account identification system
- ✓ Basic CS metrics tracking framework
Scale
Strategic CS Optimization
- ✓ Health score optimization
- ✓ Strategic QBR process and templates
- ✓ Account expansion planning frameworks
How We Work Together
Every engagement is hands-on, tactical, and designed to get you results fast
Discovery Call
30-minute conversation to understand your current state, challenges, and goals
CS Audit
Deep dive into your systems, processes, and team to identify quick wins and gaps
Build & Implement
Roll up sleeves and build the systems, templates, and processes you need
Train & Hand Off
Make sure your team can run everything independently when we're done
Common Questions
How do I know which package is right for us?
Foundation is typically recommended for companies with 5-20 employees who are founder-led or have their first CS hire. Scale is generally recommended for companies with 15-50 employees who have a CS team but need systematic processes. Let's talk about your specific situation.
Do you work with remote teams?
Absolutely. All work is done remotely with regular check-ins via video calls. Most of my engagements are with distributed teams.
What if we need ongoing support after the project?
I can offer monthly retainer options for ongoing optimization and team coaching. Many clients find value in starting with a project to build the foundation, then continuing with periodic support.
How is this different from hiring a VP of CS?
I build the systems and processes that make your eventual VP hire successful. Think of this as setting the foundation so your full-time leader can focus on strategy, not firefighting.
What tools do you work with?
I have deep experience with Salesforce and can provide implementation specifications for most common CS platforms. For complex technical setup, I create detailed requirements that your ops team or technical specialists can implement.
Ready to Build Systems That Scale?
Let's start with a quick audit of your current CS setup
Book Your CS Audit