Leaders at growth-stage companies need to understand what their post-sale organization can actually deliver right now, and what's quietly costing them retention as they scale.​

 

 

 

THE PROBLEM

As companies scale, post-sale complexity compounds faster than structure can keep up. Renewal ownership blurs, forecast precision declines, and expansion becomes inconsistent.

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From the outside, growth looks healthy. Inside, leaders feel friction, board conversations get harder, and confidence in retention metrics weakens. Often nobody owns the goals that drive expansion at each stage of the customer journey. This work is structural, and it's also human: operating models succeed when people understand their role, trust leadership decisions, and see how change supports performance, not just efficiency.

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WHY IT MATTERS NOW

Boards are watching retention more closely than ever. When the operating model underneath is ambiguous, the team absorbs the gap: firefighting handoffs, re-litigating who owns the renewal, rebuilding forecasts by hand. The cost of unclear ownership doesn't stay flat as you scale. It compounds.

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WHAT THE ENGAGEMENT COVERS

A Post-Sale Operating Model Design engagement looks at five dimensions:

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Vision & Post-Sale Strategy 

What post-sale is accountable for, and whether leadership is aligned on it.

Customer Lifecycle & Handoff Clarity 

The stages of your journey, and whether handoffs are clean or leaking.

Roles and Revenue Accountability

Who owns what across CS, AM, Support, Services, and GTM, including revenue at each stage.

Metrics & Instrumentation

Whether you track the early signals of retention, or only find out at renewal.

Operating Model & Automation Readiness

Whether the way you operate holds up as you scale, and is solid enough to build automation on.

 

HOW IT WORKS

A focused diagnostic, not a six-month transformation. Over about three to four weeks, through interviews and working sessions with the people who live in the work, we define your customer stages and assess current state across the five dimensions. You leave with an executive-ready operating roadmap:

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• Customer lifecycle stages by segment

• Clear accountability structures

• Foundational requirements for intelligent automation

• A prioritized action plan, including quick wins you can act on right away

 

A FASTER FIRST STEP

Not every team is ready for the full engagement on day one. The Rapid Assessment is a focused, one-week engagement that goes deep on the single dimension causing the most urgent friction. You leave with a written root-cause assessment, two or three recommended paths forward with their trade-offs, quick wins for the next 30 to 60 days, and a live leadership working session plus 30 days of follow-up access. It stands on its own and is the natural first step into the full engagement.

 

WHO THIS IS FOR

CEOs, CROs, and heads of Customer Success at growth-stage B2B companies (roughly $35M–$150M ARR) who are scaling faster than their structure can keep up, with retention under board scrutiny, roles overlapping, renewal ownership unclear, and handoffs starting to slip.

 

Built from 15+ years leading customer operations inside companies like Zapier, Zendesk, and ServiceMax, with results including Net Revenue Retention up 4% year over year, onboarding time reduced 75%, support costs down 22%, and employee Net Promoter Score up 20+ points.

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