Flexible Fire Power for Customer Success
Implementation to Hand-Off
Sales-to-CS Handoff Frameworks
Ensure smooth customer transitions post-sale with standardized handoff playbooks, internal documentation, and kickoff protocols.
Customer Kickoff Planning
Design structured kickoff experiences that align expectations, build momentum, and establish early trust.
Implementation Support & Project Oversight
Provide guidance and oversight for onboarding and implementation projects to ensure timelines and outcomes are met.
Internal Alignment & Role Clarity
Define clear roles between Sales, CS, Product, and Support teams to streamline collaboration and accountability.
Customer OnBoarding & Adoption
Onboarding Program Development
Design onboarding workflows that accelerate time-to-value and drive early engagement.
Customer Enablement & Training
Develop scalable training resources, tutorials, and documentation to support self-sufficiency and adoption.
Product Adoption Campaigns
Run data-driven campaigns to encourage feature adoption and deepen platform engagement.
Journey Playbooks & Documentation
Codify engagement tactics into scalable, repeatable playbooks across key lifecycle moments.
Retention & Expansion
Renewal & Upsell Playbooks
Create proactive strategies for renewals and expansion, tied to measurable customer outcomes.
Success Metrics & Reporting Dashboards
Build and maintain dashboards that track retention, product usage, customer health, and engagement.
Customer Marketing & Advocacy Programs
Support retention and brand awareness through referrals, testimonials, and customer success stories.
Customer Operations & Support
Customer Success Operations (CS Ops)
Create scalable systems for segmentation, workflow automation, reporting, and team performance.
CRM & Tooling Evaluation
Review and optimize tools like Gainsight, Totango, HubSpot, or Salesforce to enable efficient CS operations.
Cross-Functional Alignment
Connect CS with Sales, Product, and Support to close feedback loops and deliver a seamless customer experience.
Executive Reporting & QBR Support
Support customer-facing teams with data-rich QBR templates, value realization summaries, and stakeholder-ready visuals.
