serious ops chops
OBJECTIVE: Equip leaders with the tools and strategies to elevate Customer Success operations, teams, and careers.
SCOPE: Minimum 8 Weeks
WHAT WE’LL COVER: Tailored bi-weekly coaching sessions focused on empowering Success and Operations Leaders. Ideal for new CS Ops leaders or those looking for agile, hands-on feedback to shape and refine operational strategies. This package provides a structured yet flexible experience with a strong foundation for growth.
Each hourly session is dedicated to:
Setting and tracking goals
Measuring and analyzing results
Solving critical challenges
Managing and optimizing operations
01
ADVISORY
GROW
OBJECTIVE: Deliver targeted improvements in customer experience and operational efficiency.
SCOPE: Customized per project
WHAT WE’LL COVER: A bespoke consulting engagement designed to tackle specific Customer Success challenges. Projects are time-bound and outcomes-focused, often including team training and enablement for lasting impact.
Common engagements include:
Implementing or restructuring a CS platform
Developing a scalable onboarding program
Designing a Digital CS program
Mapping the customer journey
Building renewal processes
Optimizing CS workflows
Structuring a Customer Success Qualified Lead (CSQL) process
02
PROJECT
BUILD
OBJECTIVE: Drive operational excellence at every phase of your company’s growth.
SCOPE: Custom; 1-3 days per week
WHAT WE’LL COVER: A dedicated Fractional Leader providing consistent, strategic guidance to build a customer-centric culture. Ideal for scaling teams or organizations transitioning to a larger CS operation.
Key activities encompass:
Developing core processes (onboarding, renewals, retention, etc.)
Scaling CS tools, systems, and teams
Defining and refining KPIs
Coaching team members, capacity planning and assisting in hiring as needed
03
FRACTIONAL CS LEADERSHIP
OPERATIONS
CUSTOMER SUCCESS
CHANGE MANAGEMENT
SCALED CS
✦
OPERATIONS CUSTOMER SUCCESS CHANGE MANAGEMENT SCALED CS ✦
OBJECTIVE: Maximize revenue retention through strategic CSP configuration, adoption, and enablement.
SCOPE: Customized based on your integration stage
WHAT WE’LL COVER: Tailored CSP services to align with your team’s needs, stage, and goals, ensuring you get the most value from your CSP. We offer expert guidance from evaluation to ongoing management.
Package Options:
CSP Evaluation + Strategy: Align your CS strategy and needs to the best platform option.
CSP Onboarding: Support for configuring your CSP to match your goals.
CSP Launch: Launch support, including customer enablement and team training.
Custom Enhancement: Strategy sessions to optimize specific features or workflows.
CSP Managed Services: Ongoing CSP management and optimization for consistent, long-term effectiveness.
04
Customer Success Platform (CSP) Optimization
LEAD
BUILD
