Stop losing customers you should have kept.

We transform growth-stage SaaS companies from reactive, heroic CS operations into scalable, data-driven revenue 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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Editorial illustration of an enterprise deal meeting: four navy chairs holding dark figure heads sit around a long navy conference table, and one bright orange chair in the middle is empty. A handwritten callout points to the empty chair and reads, "The seat your CSM should be filling." A "$2.4M ACV" enterprise agreement display sits in the top right. Headline reads, "Who's missing from the room?"

The Pre-Sales CSM: Leveraging CS in Enterprise Sales Cycles to Increase Win Rates

If you're moving upmarket and your CSMs are not in the room before the contract is signed on your biggest logos, you are leaving win rate, retention, and net revenue on the table. The pre-sales CSM is one of the highest-leverage plays in B2B SaaS, and one of the most underused. When to deploy it, when in the deal cycle to bring the CSM in, the exec sponsor and quarterback structure that scales, and how AEs and CSMs share credit on these deals without a turf war.

Revenue & Business CaseSales–CS Alignment

Streamlining your CS tech stack and saving money

The CS Tech Stack Audit: What to Keep, Kill, and Add in 2026

Most CS orgs are over-tooled and under-integrated. You're paying for tools nobody uses, that don't integrate with your source of truth, and that can't connect to retention or revenue. This pillar walks through the 4-question audit framework, the keep/kill/add hierarchy, and what we're recommending CS leaders add and cut in 2026, including the AI-assisted workflows that cut CSM admin time by 30 to 40 percent. Plus how to make the case internally without losing the budget fight.

CS OperationsAI & Automation in CS

The CRO's Guide to NRR: Aligning Sales and Customer Success for Seamless Handoffs and Expansion

The single most expensive moment in your revenue motion isn't the discovery call or the renewal. It's the gap between Closed Won and the first kickoff. The customer retells their story. The CSM ramps up cold. The expansion conversation gets quietly delayed. Here's the 7-field handoff framework we use with our clients to systematize the Sales-to-CS transition, plus the AI workflow that makes it actually run without burning out your AEs.

Sales–CS AlignmentRevenue & Business Case

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CS strategies you can implement this week.

No fluff. Straight from operators who've built it. Join 600+ CS leaders.