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Insightful Experience
The Challenge
As companies scale, post-sale complexity compounds faster than structure can keep up. Roles overlap. Renewal ownership blurs. Support, Services, and Customer Success compete for the same capacity.
Technology gets deployed before workflows are clear or systems are connected. Six months later, technology adoption is inconsistent, forecasts are unreliable, and retention goals are slipping.
From the outside, growth looks healthy. Inside, leaders feel friction. Board conversations become harder. Confidence in retention metrics weakens.
Most organizations don't need a six-month technology roadmap. They need to know who owns what, how the work moves, and where accountability sits.
The barrier is rarely the technology. It is the operating model underneath it.Aligning people, systems, and accountability is the work.
In Practice
15 years leading customer operations at growth stage companies including Zapier, Zendesk and ServiceMax.
+4% Net Revenue Retention
Designed the account management and customer success structure of a $50M ARR company scaling toward $100M
70% faster time to value
Restructured onboarding and introduced automation and accountability at a $100M company
22% lower support costs
Redesigned support structure, hiring, and training at a $35M company without cutting quality or people
Services Overview
Collaborating with leadership teams to define their post-sales strategy.
Post-Sale Operating Model Design
As companies scale, post-sale complexity increases. Customer Success overlaps with Account Management, Support, and Services. This engagement eliminates ambiguity in how post-sale revenue and the customer relationship are owned, measured and managed. Learn more...
AI Diagnostic Assessment
Most AI initiatives stall not because the technology failed, but because the organization wasn't structurally ready to absorb it. This assessment identifies the blockers: data fragmentation, accountability gaps, misaligned incentives. It pinpoints the low-risk, high-impact workflows where AI can deliver visible results quickly, strengthen retention performance, and build the organizational confidence to go further. Learn more...
Strategic Advisory
Ongoing guidance for leadership teams navigating scale, restructuring, or board-level pressure. Learn More...