Services

Through direct CSM Engagement with your most strategic customer accounts, building strong relationships, driving product adoption, and ensuring consistent value delivery. By focusing on retention, growth, and alignment with customer goals, she will act as a trusted partner to your clients, delivering measurable outcomes that strengthen loyalty and foster long-term success.

Retaining customers is the cornerstone of long-term success. I’ll help you develop and implement strategies that reduce churn, enhance customer experience, and build strong, lasting relationships that drive sustainable revenue growth.

I’ll help you find and develop the right talent to deliver exceptional customer success. From recruiting to onboarding and training, I ensure your team has the skills and mindset needed to elevate the customer experience and drive results.

Continuous improvement is vital for customer success. I’ll work with you to implement regular performance reviews that offer actionable feedback and insights, helping your team improve efficiency, customer satisfaction, and retention rates.

Product knowledge is key to creating success for your customers. I’ll ensure your team understands your products inside and out, empowering them to communicate value effectively and help customers fully realize the potential of your offerings.

I partner with your team to design and implement a comprehensive customer health framework that goes beyond usage activity. This framework allows your business to:

• Assess customer health through tailored metrics and indicators that align with your business goals.

• Identify risks early, reducing the likelihood of churn and mitigating potential surprises.

• Spot growth opportunities to expand and upsell, ensuring long-term customer success and satisfaction.

A scalable and repeatable Customer Success Strategy is essential for building a high-performance team and delivering consistent value.

I work with you to

• Identify gaps in your current CSM strategy and build a programmatic approach that works at scale.

• Develop repeatable plays that allow your team to consistently deliver value to your customers, reducing churn and increasing satisfaction.

• Execute the strategy with a focus on driving customer outcomes that align with your business objectives.

The foundation of a successful customer success function begins with role definition and talent acquisition. It’s essential to clearly define what a Customer Success Manager (CSM) does—and just as importantly, what they don’t do.

With my expertise, you can develop:

• Role definitions that clarify responsibilities, helping to avoid confusion and align team members with clear goals.

• Staffing plans that evolve with your business, ensuring you hire the right talent at the right time as your business scales.

• Hiring frameworks that future-proof your team by creating a system for identifying, attracting, and hiring top-tier talent.

• CSM skill assessments and interview frameworks, including demo panels and screening techniques that ensure the candidates you hire meet your specific needs.

As your company grows, the demand for CSMs and their evolving skill sets increases. I also help you develop a career track for your CSM team that attracts top talent and provides growth opportunities to retain them long term.

My Retention Strategy & Risk Mitigation services help your team:

• Identify at-risk customers early through data-driven insights and risk assessments.

• Develop tailored retention plans that address the specific needs of high-value or at-risk customers.

• Create a comprehensive risk mitigation framework that ensures your CSM team is consistently addressing customer concerns, increasing engagement, and securing long-term loyalty.

Our Strategic Business Review Framework helps you engage with customers on a deeper, more strategic level. These business reviews empower your team to present data-driven insights and growth opportunities, while also positioning your company as a trusted partner. We work with you to create a structured approach to quarterly or annual reviews that strengthen customer health and retention

Engaging with executives is critical for building long-term partnerships. Our Executive Engagement Framework is designed to help your team navigate high-level interactions with C-suite decision-makers. From communication strategies to creating impactful presentations, we help you develop a clear, proactive executive-facing approach that fosters trust, ensures alignment, and supports customer retention at the highest levels.

Customized training and coaching are at the heart of our approach. We provide your team with the skills they need to excel in customer success and drive outcomes that matter. Our training is practical, interactive, and focused on skill-building opportunities, so your team can immediately apply what they’ve learned.

• Training Topics: Strategic Business Reviews, Business Objective Development, Executive Engagement, Product Certification, Relationship Management, and more.

• Coaching Focus: One-on-one or team-based coaching sessions tailored to address specific challenges and strengthen key customer success competencies.