Services

Two core practices and a fractional option

Start small with a two-week sprint, or go as deep as the work needs. Every engagement is built with your team, not handed to them.

Diagnose

Customer Success Audit

An outside, structured look at how your Customer Success function operates today, and what separates an average motion from one that reliably drives retention and expansion.

Account health, coverage and hidden revenue risk
The metrics that predict renewal, not just report it
Team structure, segmentation and effort allocation

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Build

Service Delivery Design

Designing, or formalizing, the operating model that carries a signed deal through to a healthy, adopted customer, and keeps it there as volume grows.

Handoff criteria across Sales, Implementation and Customer Success
Onboarding right-sized to customer complexity
Governance that keeps capacity aligned with sales growth

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Why these two together. Service Delivery and Customer Success are usually run separately, yet share one outcome: a customer who adopts, renews and becomes a reference. The common failure is not a weak team. It is the absence of a shared model for how the two hand off and stay accountable as volume grows.

How engagements are shaped

Four ways to work together

Diagnostic Sprint

2 weeks

A structured review of the current Customer Success and delivery motion. Findings, a risk map and a prioritized roadmap.

Customer Success Audit

4 to 6 weeks

An assessment of accounts, coverage and metrics. An audit report, a renewal-predictive metric set and a 90-day plan.

Service Delivery Design

6 to 8 weeks

Handoff criteria, a tiered onboarding model and a governance cadence. Built with your team, not handed to them.

Fractional Executive

2 to 3 days a week

Interim or part-time Customer Success and Service Delivery leadership through a transition or gap.

Scope and timing are agreed around your team, your customers’ complexity and your priorities.

Also advises on

Where the core work leads next

These come up once the handoffs are working. Each can stand alone or sit inside a larger engagement.

Leadership developmentCoaching and workshops for managers and executives: communication, difficult conversations, and the move from manager to leader.

Global expansion strategyMarket entry, direct, reseller and partner models, and cross-cultural operations.

Key account strategyGovernance cadence, shared goals and two-way relationships for your strategic accounts.

AI workflow advisoryPractical use of AI in support, onboarding and reporting, with the process designed first.

Start with a 30-minute conversation.

No pitch. We map where delivery and onboarding stand today, how accounts move from Sales to Implementation to Customer Success, and what a right-sized first engagement would look like.

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