A structured engagement that builds your post-sales operating model from the ground up. Three phases over roughly 12 weeks, working alongside your team 2 days a week. You come out with a CS function that runs without you.
Before building anything, I need to understand your reality. Not what you think is happening with your customers, but what's actually happening. This phase is a forensic look at your post-sales world: where revenue is leaking, where customers are disengaging, where your strengths are, and where the gaps are that you can't yet see.
This is where I build the operating model. This is the architecture your CS function will run on: who owns what, how renewals and expansion actually work, what the team looks like, how you measure success.
Playbooks on a shelf are worthless. This phase is about embedding the motions with your team on real accounts. Coaching, pressure-testing, and building the rhythms that keep things running after I step back.
Your team runs the day-to-day. I make sure the function stays on track. Monthly strategic reviews, CSM coaching, quarterly business reviews, and guidance on when and who to hire as you scale. This is optional but most founders find the transition smoother with ongoing support in the first few months.
I don't manage your customers for you. I don't build or configure your tech stack. I don't recruit your team. I build the architecture, the motions, and the capability so your people can run it themselves. That's the point.
No pitch, just a conversation.