Customer Success Doesn’t Come with a Playbook, So I Built One
My services bridge the gaps in your customer success function. Adding structure, sales alignment, and leadership capacity tailored to your company’s growth stage.
I Don’t Just Consult
I Deliver
I don’t just hand you a strategy and walk away, I help you implement one that’s guaranteed to work.
You won’t find generic playbooks here. Everything I do is customized, implemented, and backed by a money-back guarantee.
My approach is built on the Predictive Customer Behavior Index™, a proprietary framework of 175 standards designed to help SaaS and subscription-based companies improve retention, reduce risk, and unlock expansion, using the data and systems you already have.
Predictive Customer Behavior Index™ Assessment
A full customer lifecycle evaluation of your Customer Success operation from acquisition and onboarding thru expansion, risk and churn. We identify exactly where your strategy, systems, and execution fall short, then provide a prioritized capabilities roadmap tailored to your size, industry, and growth goals. Think of it as an end to end capabilities audit with a step by step plan, prioritized for results that’s ready to implement. Then we help you implement it!
90-Day CS Accelerator™
Our 13-week live, 1on1, virtual data bootcamp for CS leaders. We don’t stop at insight, we build your customer lifecycle process, plug into your CRM, and give the CS leader tools, structure, and coaching to demonstrate real business impact. Most importantly, you get the data that drives results and demonstrates an ROI.
From Confusion to Clarity:
The Predictive Customer Behavior Index™ Assessment process.
I combine executive insight, data validation, and capability benchmarking to uncover the real gaps in your CS function. I give you a prioritized, ROI-positive, step-by-step roadmap to fix them. Then I fix them. (Assessments without implementation is like a textbook, if you had time for that, you’d have done it already)
Discovery
Custom, proprietary interviews across the organization defines what the organization thinks is happening with customers.
Data analysis
Detailed statistically validated analysis of customer data defines what is actually happening with customers.
Capabilities road map
Current capabilities are compared to Predictive Customer Behavior Index™ standards. Best in class practices are identified along with gaps to standards and performance expectations.
Prioritized Projects
Gaps are compared to standards and data analysis. They are categorized into “Capability Gaps” and “Execution Gaps”. Both are performance gaps, but the approach to resolution is different. Each project is then scoped in a step by step plan to implement according to the best practices defined in the Predictive Customer Behavior Index™.
- Capability Gaps – these are capabilities that are missing or under perform for the organization’s size or growth trajectory.
- Execution Gaps – these gaps are identified by comparing the internal interview information with the customer data. The interview may have described the appropriate process, but the data demonstrated a gap in the execution (not being done in the way it was described). This requires different steps to resolve than Capability gaps as the problem is with the execution and not the capability itself.
- Quick Wins – Small “just do it” items that require less than a week to complete but deliver an outsized return for the effort.
The Predictive Customer Behavior Index™ consistently delivers a conservative return of over $3 to $1 when implemented, while also establishing ongoing performance standards and transparency for Customer Success.
But it’s more than just a set of best practices. This process builds the infrastructure to keep your team aligned and scalable. As your company grows, it won’t hold you back, it will surface the next set of changes you’ll need, backed by real customer data.
Helping B2B SaaS Companies Unlock the Full Value of Customer Success
CEOs, COOs, and CCOs
What if your Customer Success function was as predictable and performance-driven as your Sales team?
You likely have clear dashboards for pipeline, revenue, and close rates for sales forecasting. But what about retention, expansion, onboarding effectiveness, or risk visibility?
Ask yourself:
- Are you confident your CS function is delivering the ROI your company needs?
- Do CS conversations feel vague or reactive, unlike your Sales reviews?
- Are you scaling quickly and unsure if your customer infrastructure is keeping up?
- Are you considering a leadership change in CS? Talk to us first, we may save you a costly misstep.
- How accurate is your churn & expansion forecasting?
Customer Success doesn’t have to be your problem, It can be your strategic advantage.
Give us 30 minutes. We’ll show you how to turn CS into a measurable, scalable engine for growth.
If You’re New to the Role, You Don’t Have to Build It Alone
Being the Head of Customer Success is a full-time role. Building the CS infrastructure from scratch is a separate, temporary one.
Let us take on that temporary lift, so you can focus on leading.
- Most CS leaders are handed a blank slate and expected to execute immediately. That’s unrealistic.
- It is very difficult to do it all on your own. Marketing and sales have outside help from agencies that specialize in specific areas, why doesn’t Customer Success?
- We don’t know what we don’t know, let us review your priorities, identify gaps to best practices for your size & growth trajectory and help prioritize your endless list of projects.
We accelerate your learning curve and make sure you’re building it right the first time.
If You’re Leading CS During a Growth Phase - This Is for You
You’re scaling fast, and suddenly, what used to work… doesn’t.
- Your to-do list keeps growing, but your team and bandwidth haven’t caught up.
- Processes that once felt solid are starting to crack under pressure.
- You’re making decisions, but you don’t have the data to support them and you’re not sure how they stack up to best practices in your space.
- And underneath it all, you know this won’t fix itself.
We help you cut through the noise, prioritize what matters, and build scalable systems that won’t break with growth.
Let’s turn Customer Success into a growth engine, not a bottleneck.
