Built for companies where
customer relationships matter.
This isn’t a one-size-fits-all practice. The companies that get the most from working together tend to share a few things in common, a real customer base, a genuine desire to serve them well, and an honest acknowledgment that something needs to change.
The B2B SaaS or tech company that’s growing faster than its CS function.
You’ve built something customers want. Sales is working. But as the customer base grows, the cracks are starting to show. Nobody really owns the relationship after the contract is signed. Onboarding is inconsistent. Renewals feel uncertain. And churn is climbing in ways that are hard to explain, because nobody’s been close enough to see it coming.
This might sound familiar
“We’ve grown to 80 customers and our account management is basically whoever has time that week. We know it’s a problem. We just haven’t had the bandwidth to fix it.”
The company with an open CS seat and customers who can’t wait.
You’ve built something customers want. Sales is working. But as the customer base grows, the cracks are starting to show. Nobody really owns the relationship after the contract is signed. Onboarding is inconsistent. Renewals feel uncertain. And churn is climbing in ways that are hard to explain — because nobody’s been close enough to see it coming.
This might sound familiar
“Our CS lead gave notice last month. We’re 6 weeks into the search and our top accounts haven’t had a real check-in since. I’m nervous.”
The international tech company bridging the gap to US clients.
You build excellent products. Your team is talented. But managing US-based clients from across a language and cultural divide is harder than it looks, and the friction shows up in ways that are difficult to diagnose. Miscommunications get interpreted as incompetence. Delays feel like disrespect. Great work gets undervalued because the relationship layer isn’t working the way it should. That’s a fixable problem, with the right person in the middle.
This might sound familiar
Our US clients keep saying they feel ‘out of the loop’ even when we’re delivering on time. We think it’s a communication issue but we’re not sure how to fix it.”
The mid-market B2B company ready to formalize customer success.
You’ve been running on relationships and goodwill — and honestly, it’s gotten you further than most. But you’re at a size where informal isn’t sustainable anymore. You need a real CS function: consistent processes, clear ownership, measurable outcomes. But you’re not ready to build a full team. You need someone to show you what good looks like — and help you get there.
This might sound familiar
“We’ve never had a formal CS process. We know what we need to build — we just need someone who’s done it before to help us do it right the first time.”
The mid-market B2B company ready to formalize customer success.
You’ve been running on relationships, goodwill, and honestly, it’s gotten you further than most. But you’re at a size where informal isn’t sustainable anymore. You need a real CS function: consistent processes, clear ownership, measurable outcomes. But you’re not ready to build a full team. You need someone to show you what good looks like — and help you get there.
This might sound familiar
Who this probably isn’t for
In the interest of honesty, this practice isn’t the right fit for everyone. If you’re looking for a large agency with a full team, a proprietary software platform, or a hands-off advisory relationship where someone sends you a report once a month, there are other options that will serve you better. What’s offered here is personal, direct, and deeply involved. That’s a feature for the right client, and a mismatch for the wrong one.
See yourself in any of these?
The next step is just a conversation. Tell me what’s happening with your customers and we’ll figure out together whether there’s a fit. No pitch. No pressure. Just an honest conversation.