Work
Five problems, and what closed them.
Client names are left out on purpose. Where a number would identify an account, I've used a proportion instead.
Two days of business review prep, done in thirty minutes
Executive business reviews were costing one to two days each, so the team could only run about three a week. The bottleneck was never the slides.
Prep time cut by roughly 95%The account that was ready to leave, twice
Close to a third of my book, sitting at 41% adoption, with a renewal coming. Part of the resistance turned out to be correct.
Adoption 41% to 75% · ~7x ROI · saved twiceOur metrics weren't showing leadership the value of customer success
Sales were strong and revenue was still going backwards. Rebuilding the function changed what the business chose to fund.
94% CSAT · sales cycle down 30% · productivity up 35%A churn play every CSM would actually run
Good playbooks existed. Nobody ran them, because under pressure people fall back on instinct.
Churn down 18% in two quarters · 107% NRRThe handover between sales and customer success
The most expensive gap in most SaaS businesses, and the one nobody owns. Still being worked on, which is the honest answer.
Gap analysis · in progress