Customer Success Audit
Diagnose how your Customer Success function really runs.
A structured, outside look at your accounts, coverage and metrics, with a plan your team can act on.
Start a conversationKnow where the revenue risk is hiding
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.
You get an honest read of the whole motion, from the way accounts are scored to the way handoffs happen, not a repackaging of what you already know.
What the audit looks at
- Account health, coverage and hidden revenue risk
- The metrics that predict renewal, not just report it
- Team structure, segmentation and effort allocation
- Whether strategic accounts have a governance cadence and goals everyone knows
What you take away
Three things your team can use the week the audit ends.
An audit report
Findings across accounts, coverage and metrics, written plainly.
A renewal-predictive metric set
The few measures that tell you a renewal is at risk before it is.
A 90-day plan
Priorities in order, with owners, so the findings turn into action.
Typical timing: 4 to 6 weeks.
Want to start smaller? The two-week Diagnostic Sprint delivers findings, a risk map and a prioritized roadmap.
Best fit: Customer Success and Service Delivery leaders at startups, mid-market and enterprise organizations whose volume is growing faster than their model.
How it runs
A short, predictable path from first call to a plan you can use.
Frame
Agree the questions, the accounts and the data to look at.
Listen
Interview the people who own each handoff, and review accounts and metrics.
Analyze
Compare how the motion runs with what reliably drives renewal.
Hand over
Walk the team through findings, the metric set and the 90-day plan.
Start with a 30-minute conversation.
No pitch. We map how accounts move from Sales to Implementation to Customer Success today, and decide whether a sprint or a full audit is the right first step.
Book a consultation