Elevate your Customer Success organization

How we can help:

Optimize Team

Reduce Risk

Drive Value/Growth

Build

  • (re) define post-sales team member roles and responsibilities to drive efficiency and align to impact.

  • Create a Health & Value scorecard for customers to assess risk /opportunity based on key factors such as Customer Value, product usage, engagement, and other factors

  • Create your Metrics Scorecards to be used for variable compensation and/or performance evaluations.

Scale

  • Assess, by role, where time is being spent and identify opportunities to optimize via Automation, AI, process optimzation, offloading to lower cost resources or other str.ategies

  • Roll out Red Accounts Program to track, escalate and effectively resolve critical issues as quickly as possible and analyze/act on macro trends.

  • Map your post-sale customer journey including key success metrics, deliverables, automation, customer marketing activities, etc. Identify areas of focus for further optimization by CS, Sales or Marketing teams.

Transform

  • Analyze key capabilities required role and assessment approach for Individuals against them. Build an action plan for improvement (individually and collectively) through enablement, coaching/mentoring, supporting technologifs, etc.

  • Transform your Renewals process and create the Playbook to enable your CS team take ownership for early identification of risk and churn reduction.

  • (Re) Build your approach for executive business reviews and sponsor engagement to ensure alignment and focus on actions needed to drive customer impact. Train your team on how to have value-centric conversations which lead to renewal and growth.


Jeremy helped us enable our CSM’s to own renewals + expansion, reducing churn and helping us to increase our customer spend

Jason Beckerman

CEO, Unified

“Jeremy’s value-centric approach to executive engagement helped us deliver greater impact to our customers, turning at risk clients into growing ones.

Assaf Melochna

President, Aquant

"Both as a regional, and a global leader, Jeremy helped to transform the CSM role at Salesforce, up-leveling our teams to meet customer needs through massive growth"

Dennis Mahoney

former SVP. Customer Success, Salesforce