Two paths. One clear starting point.
Most engagements start with an audit. Pick the path that fits where you are today.
Build
Build it right before it stalls.
Foundation Audit
You get a Foundation Blueprint: what to build at each of the five stages, and in what order.
Build your customer engine
- Journey map with stage owners
- Core playbooks for every stage
- Customer health score
- Retention and growth dashboard
- A team trained to run it
Fix
Find what's stalling and fix it.
Revenue Stall Audit
You get a Stall Map: revenue at stake at each stage, and the game-changers and quick wins to tackle first.
Fix a stalling stage
- Onboarding and go-live
- Adoption and trial-to-paid
- Retention and renewals
- Expansion and upgrades
- Referrals and advocacy
Start small.
Go as deep as you need.
From a single workshop to ongoing leadership, each option builds on the last.
- 01
Workshop
A half or full day with your team, such as mapping the journey or ranking stall points.
Half or full day - 02
Audit
The Foundation Audit or Revenue Stall Audit. The usual starting point.
About two weeks - 03
Quick fix
One stage, one problem, fixed with your team.
A few weeks - 04
Longer engagement
The Foundation Build, or several stages fixed in sequence.
A few months - 05
Coaching
Regular one-to-one sessions for a founder or customer success leader.
Monthly - 06
Retainer
Ongoing partnership: regular reviews, adjustments, catching new stall points early.
Monthly - 07
Fractional leadership
We lead your customer function part-time until you're ready to hire.
Part-time, ongoing
Stage by stage.
Pick your business to see the services that fit, then open any stage.
01OnboardNew customer to first value8 services
- Onboarding playbookAll
- Sales-to-CS handoffSales-led
- Implementation and go-live playbookSales-led
- Client kickoffServices
- First-90-days value planServices
- Activation flowsProduct-led
- First-week habit onboardingApps
- Lifecycle messaging (email, in-app, push)Product-ledApps
02CommitPilot or trial to full commitment7 services
- Adoption and rollout plansSales-led
- Success plansSales-led
- Trial-to-paid conversionProduct-led
- Paywall and pricing optimizationProduct-ledApps
- Sales-assist for high-intent usersProduct-led
- Annual plan conversionApps
- Value reportingServices
03RetainPaying customer to renewed customer10 services
- Health scoring and risk alertsAll
- Retention and renewal playbook, with save playsAll
- Renewal managementSales-ledServices
- Business reviews and QBRsSales-led
- Client health reviewsServices
- Scope and expectation managementServices
- Churn prevention campaignsProduct-led
- Cancellation save flowsApps
- Failed-payment recoveryApps
- Win-back campaignsApps
04ExpandRenewed customer to bigger account8 services
- Account expansion playsSales-led
- Cross-sell programsSales-led
- Account growth planningServices
- Service productizationServices
- Upgrade triggersProduct-led
- Seat and team expansionProduct-led
- Premium tiers and add-onsApps
- Family and team plansApps
05AdvocateCustomer to referral source6 services
- Referral programAll
- Reference and case study programSales-ledServices
- Customer advisory boardSales-led
- TestimonialsServices
- In-product invites and referralsProduct-led
- Review program, including app store reviewsProduct-ledApps
The system, the people,
and the tools.
What makes every engagement work, whichever path you choose.
Foundations
The system that makes it repeatable.
- Journey map with stage owners
- Customer success operating model
- Retention and growth dashboard
- Playbooks and documentation
People
The skills that make it stick.
- Team training
- Leadership coaching
- Change management
- Hiring support
Tools
The right tech, used well.
- Tool selection
- AI adoption, where it helps
- Voice-of-customer analysis
- Data and accuracy guardrails
Before you book.
How long does an audit take?
The Revenue Stall Audit takes about two weeks. The Foundation Audit is usually lighter, since there's less to work through. We confirm timing when we scope it with you.
What does it cost?
Each audit is a fixed fee, agreed before we start, so there are no surprises. The fee depends on your business type and how much there is to cover.
What do you need from us?
A sponsor who can make decisions, time with the people who own each stage, and access to the data you have, such as usage, billing and support. Early companies often have little data, and that's fine.
How involved does our team need to be?
Involved, but not overloaded. We work alongside your team rather than handing them a report, so they build the skills to keep things running.
What happens after the audit?
You get clear findings and next steps, whether or not you continue with us. If you do, we stay with your team through the changes, all the way to the end.
Let's figure it out together.
Tell us where you are. We'll tell you honestly what we see, and whether we're the right fit.