Stop losing customers you should have kept.Fractional CS leadership and embedded consulting for growth-stage SaaS. We transform reactive firefighting into data-driven NRR engines.

Run by operators, not consultants.

Time to First Value

+63% Faster

Achieved at Apollo in under 3 months

GRR Churn Reduction

26% → 5.8%

From our retention playbook at Lob

IPO Worthy NRR

121%

The standard we've built to at Canary

Does this sound familiar?

Here's what we see over and over again in post-sales orgs. Most of it is preventable.

CSMs Are Firefighting, Not Delivering Value

Your team knows what proactive CS looks like. They just don't have the time or playbook to get there.

You're Over-Serving the Wrong Accounts

A one-size-fits-all model burns out your CSMs and under-invests in the accounts that could expand.

Manual Work Is Eating Your CSM Capacity

Every hour spent on status updates and manual tracking is an hour not spent retaining your most at-risk accounts.

You Can't Improve What You're Not Measuring

Without the right data, every CS decision is a guess. You can't improve GRR, NRR, or LRR when you don't know what's driving churn.

Every Onboarding Feels Different

When your customer experience depends on who picks up the Slack message, you don't have a CS program — you have chaos with a smile.

No Clear Swim Lanes = Constant Overlap

When CSMs and AMs don't have defined roles, customers get mixed messages and renewals fall through the cracks.

What our clients see.

We embed with your team, build the playbook, and implement alongside you. Our clients see measurable improvement in Time to First Value (TTFV) and Gross Revenue Retention (GRR) within 60 days.

Set the retention standard your competitors are measured against

Implement the right tools in the right order — and actually use them

Build a CS organization that doesn't break at 100 customers. Or 5,000.

Get customers to their first win faster — and keep them there

Stop guessing why customers leave — and start intervening before they decide to

Nina Wilkinson, Director of CS at Apollo.io

“Nina and Linnea don't just consult, they get in the trenches with you. In 5 weeks, we redesigned our Vitally instance and playbooks, rebuilt our renewals process, and trained our team. Real operators solving real problems.”
Charlie Lee, COO Case Status

In the trenches

No fluff. Just what's working in CS.

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Tuesdays in the Trenches blog hero illustration: a worn cyanotype blueprint panel on a cream background showing three linked process sections, Renewals, Billing, and Churn Numbers, wired to a central connector hub. The hub is torn open on one side, unraveling into loose orange threads and fragments drifting down the panel's center. Headline reads "The Unsung Heroes." with the tagline "Pull one thread, watch it all unravel. CS Ops and the Finance Team Who Know Where Everything Lives." Visualizes how renewal, billing, and churn reporting workflows destabilize when the person holding the institutional knowledge disappears.

The Unsung Heroes You Don't Miss Until They're Gone: CS Ops and the Finance Team Who Know Where Everything Lives

A recent acquisition cost a company its finance team, and within weeks renewal quotes, billing questions, and churn reporting all started breaking. This piece looks at why the relationship between CS Ops and finance is more load-bearing than most orgs realize: the judgment finance analysts carry that never makes it into a system, what actually breaks when they leave, and what to document, build, and ask before you find out the hard way.

CS OperationsRetention & Churn

A graphic titled The 14-Day Cliff illustrating the retention delta between SaaS customers who hit first value within 14 days versus those who take over 30 days, with a ScaleUp CS mark.

The 14-Day Cliff: Why Day 30 Retention is Won or Lost in the First Two Weeks

SaaS customers who realize first value within 14 days retain at 80%+ through month 12. Customers who take longer than 30 days drop to 35–50%. The difference isn't product complexity. It's a fixable set of structural problems, starting with how your team defines activation. A tactical breakdown of what a real activation event looks like, why withering customer engagement kills time-to-value, and how to sprint your customers to first value before the window closes.

Onboarding & AdoptionRetention & Churn

Building a CS Data Dictionary: The Unglamorous System That Saves Renewals

Nobody gets promoted for building a data dictionary. But in almost every CS org with a real churn problem, the root cause is the same: nobody agreed on what the data actually means. "Healthy" means something different to every CSM, and your health scores are measuring the average of those interpretations. Here's the fix, and how to build it.

CS OperationsCS Leadership & Team Building

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CS strategies you can implement this week.

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