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Consulting services

Consulting across the full customer revenue lifecycle.

Four connected practices that help B2B SaaS leaders design how they win, onboard, retain and grow customers, and build the operations to run it.

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Customer Success Consulting

Turn Customer Success into your most reliable growth engine.

We design Customer Success functions that are accountable for revenue rather than activity: clear strategy, a scalable operating model, and a customer journey built around measurable value.

Explore Customer Success Consulting
  1. 01Customer Success StrategyA clear charter that ties Customer Success to company strategy and revenue goals.
  2. 02Customer Success Operating ModelSegmentation, coverage and engagement models designed around customer value.
  3. 03Customer Journey DesignA lifecycle map with clear milestones, owners and value moments.
  4. 04Customer Onboarding & ImplementationOnboarding that is engineered around time-to-first-value.
  5. 05Customer Health Score FrameworkA health model leadership trusts, built on signals that actually predict outcomes.
  6. 06Retention & Churn PreventionA systematic approach to understanding and reducing preventable churn.
  7. 07Customer Expansion & NRR StrategyExpansion designed into the customer lifecycle rather than left to chance.
  8. 08Customer Success Team StructureRoles, career paths and leadership structure fit for your stage.
  9. 09Customer Success Metrics & KPIsA focused metric hierarchy from board-level outcomes to CSM activity.
  10. 10Customer Success Technology StackTooling decisions grounded in process, not vendor demos.
  11. 11AI-Driven Customer SuccessPractical, governed use of AI across the customer lifecycle.

Go-To-Market Consulting

A go-to-market strategy built for the full customer lifecycle.

Most GTM strategies stop at the closed-won deal. Ours start with who you should serve and continue through onboarding, renewal and expansion, because that is where recurring revenue is won or lost.

Explore Go-To-Market Consulting
  1. 01GTM Strategy DevelopmentWhere to play, how to win, and how to sustain growth after the sale.
  2. 02Ideal Customer Profile (ICP)An evidence-based ICP that includes retention and expansion potential.
  3. 03Buyer Persona & Customer SegmentationSegments and personas grounded in buying behavior and value drivers.
  4. 04Positioning & MessagingDifferentiated positioning that sales can deliver and the product can keep.
  5. 05Sales StrategySales motion, process and coverage that fit how your buyers buy.
  6. 06Revenue OperationsOne operational backbone across Marketing, Sales and Customer Success.
  7. 07Sales-to-CS AlignmentHandoffs, incentives and shared goals that protect revenue after the sale.
  8. 08Customer Lifecycle StrategyBow-tie revenue thinking: acquisition and retention designed as one system.
  9. 09GTM Execution FrameworkOperating rhythm, governance and accountability for GTM execution.
  10. 10Revenue Growth StrategyGrowth levers prioritized by impact, feasibility and capital efficiency.
  11. 11GTM Technology & AIA coherent GTM stack, with AI applied where it improves productivity and insight.

Customer Success Operations

The operational backbone that lets Customer Success scale.

Strategy fails without operations. We build the playbooks, data, systems and automation that turn a Customer Success strategy into consistent, measurable execution.

Explore CS Operations
  1. 01CS Operations StrategyCharter, scope and roadmap for a CS Ops function.
  2. 02Customer Success PlaybooksTrigger-based playbooks embedded in the tools CSMs use daily.
  3. 03Customer Health ModelsOperationalized health scoring with reliable data pipelines.
  4. 04Customer Success KPI FrameworkConsistent metric definitions and targets across the organization.
  5. 05Customer Success ToolingVendor-neutral platform selection, implementation and adoption.
  6. 06CRM OptimizationA CRM that serves post-sale teams as well as Sales.
  7. 07Customer SegmentationSegmentation that drives coverage, cadence and automation.
  8. 08Customer Lifecycle AutomationDigital and automated engagement at the right moments.
  9. 09Reporting & AnalyticsExecutive, management and operational reporting that informs decisions.
  10. 10Process OptimizationRemoving friction from renewals, escalations, handoffs and internal workflows.

Revenue Growth & Retention

Grow the revenue you already have.

Net revenue retention compounds. We help SaaS leaders treat retention, renewals and expansion as a single revenue system, with the ownership, forecasting and value evidence to make it predictable.

Explore Revenue Growth & Retention
  1. 01Net Revenue Retention StrategyA board-level view of NRR drivers, with a plan for each lever.
  2. 02Churn ReductionDiagnosing why customers leave and building the system to prevent it.
  3. 03Expansion RevenueStructured expansion motions tied to customer outcomes.
  4. 04Upselling & Cross-sellingOffers sequenced by customer maturity and value achieved.
  5. 05Customer Value RealizationMaking customer value explicit, measured and visible.
  6. 06Renewal ManagementA disciplined renewal process that starts long before the renewal date.
  7. 07Revenue ForecastingForecasting retention and expansion with the same rigor as new business.
  8. 08Customer MonetizationPricing and packaging that create natural expansion paths.

Engagement models

Ways to work together.

Every engagement is scoped after a strategy conversation, with a fixed fee agreed before work begins. Durations shown are indicative.

Illustrative scenarios

What an engagement looks like in practice.

Composite scenarios based on situations common across B2B SaaS. They are not client case studies and make no claims about results.

Illustrative scenario 01

Series B B2B SaaS · mid-market customers · CS team of 8

Gross retention has slipped for three consecutive quarters. CSMs spend most of their time on escalations, onboarding takes months and there is no shared definition of a healthy account.

How we would approach it

  • Churn root-cause and cohort analysis
  • Segmentation and tiered coverage
  • Onboarding redesigned around first value
  • Evidence-based health score with risk playbooks

90-day plan

  1. Days 1–30DiagnoseFact base, churn taxonomy, priorities
  2. Days 31–60DesignCoverage tiers, onboarding, health model
  3. Days 61–90PilotRoll out to one segment, measure, refine

Indicators we would track

  • Time-to-first-value
  • Share of risk identified 90+ days before renewal
  • Onboarding completion by segment

Illustrative scenario 02

Enterprise software · multi-year contracts · global accounts

Renewal forecasts change late in the quarter. Relationships depend on one champion per account, and value is rarely documented before the renewal conversation starts.

How we would approach it

  • 120-day renewal process with forecast categories
  • Executive sponsor and multi-threading program
  • Outcome-based business reviews
  • Value framework by use case

90-day plan

  1. Days 1–30DiagnoseRenewal history, risk patterns, stakeholder maps
  2. Days 31–60DesignRenewal stages, EBR format, value evidence
  3. Days 61–90EmbedForecast reviews live, team enablement

Indicators we would track

  • Renewal forecast accuracy
  • Accounts with executive sponsor engaged
  • Documented value per strategic account

Illustrative scenario 03

Product-led company · moving upmarket · new sales team

Self-serve growth is strong, but larger accounts need a sales-assisted motion. Ownership between product, sales and CS is unclear, and new enterprise customers onboard like self-serve users.

How we would approach it

  • ICP refresh using retention and expansion data
  • Product-qualified signals and routing
  • Sales-to-CS handoff and RACI
  • Coverage model for the new segment

90-day plan

  1. Days 1–30DiagnoseCohorts by segment, signal analysis, interviews
  2. Days 31–60DesignICP tiers, PQL rules, handoff, coverage
  3. Days 61–90LaunchMotion live in CRM, playbooks, first reviews

Indicators we would track

  • Product-qualified lead conversion
  • Handoff completeness
  • Time-to-value for sales-assisted accounts

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Not sure where to start?

Most engagements begin with a focused diagnostic. Tell us what you're seeing and we'll recommend the right scope.

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