Audit, Advisory, Ongoing
Customer Success / CX Strategy
Seed / Early Growth, Series A+ / Scaling
Customer Success leadership to help you retain more customers, reduce churn, and scale onboarding and support systems with confidence.
When You Should Hire...
Churn is rising and team lacks a consistent success process
Onboarding is ad hoc and varies by customer or CSM
Founders or product teams still handling support directly
Preparing to scale customer base post-funding or GTM launch
No health scoring or visibility into at-risk accounts
Customers don’t understand the product’s value quickly enough
Want to improve upsells, renewals, or long-term retention
What our experts can do for you...
Customer onboarding flow design and automation
CS playbooks and success plans
Health score and churn-risk modeling
Support system audits (ticketing, response times, tools)
Renewal and expansion process design
NPS, CSAT, and customer feedback systems
Segmentation strategy (high-touch vs low-touch)
Team structure and hiring plans
Internal CS documentation and SOPs
Escalation workflows and success tracking dashboards
Sample Outcomes
Clear and repeatable onboarding flows
Customer health scoring system in place
Increased retention and reduced early churn
Internal CS systems that scale with your customer base
Higher CSAT/NPS and structured feedback loops
CSM or support team trained on repeatable processes
Better coordination between Product, Sales, and CS
Sample Offerings
Onboarding & CS System Design: 3–4 week project
Fractional CS Lead: 10–15 hrs/week over 3–6 months
Health Score Setup: One-time model build + dashboard
Support & CS Ops Audit: 2-week assessment + recommendations
