Customer Success Services

Strategy development

Struggling to align your Customer Success efforts with your business goals? Let us help you build a strategy that drives growth and retention.

Pain Point Addressed: Lack of a clear, scalable CS strategy aligned with business goals.

Service Offering:

• Develop a tailored CS strategy that aligns with your growth stage, customer base, and business objectives.
• Define success metrics (focus on customer value) and create a roadmap (success plan) for achieving them.
• Provide ongoing guidance to adapt the strategy as your business evolves.

Framework Design

Are inconsistent processes holding your Customer Success team back? We’ll design a scalable framework to ensure consistency and efficiency.

Pain Point Addressed: Inconsistent or reactive CS processes that don’t scale.

Service Offering:

• Design a scalable CS framework with standardised processes for onboarding, engagement, renewal, and expansion.
• Create playbooks for common scenarios (e.g., at-risk customers, upsell opportunities).
• Train your team to execute the framework effectively.

CS Tool Implementation & Optimisation

Not getting the most out of your CS tools? We’ll implement and optimise platforms like Gainsight or Planhat to unlock their full potential.

Pain Point Addressed: Underutilised or poorly configured CS tools like Gainsight, Totango, or Planhat.

Service Offering:

• Implement and configure your CS platform to align with your workflows and goals.
• Integrate the tool with your existing tech stack (e.g., CRM, support systems).
• Provide training and ongoing support to maximise the tool’s potential.

Customer Health Monitoring & Risk Mitigation

Worried about losing customers? We’ll help you proactively monitor customer health and mitigate risks before they lead to churn.

Pain Point Addressed: Difficulty identifying at-risk customers and preventing churn.

Service Offering:

• Set up customer health scoring models to proactively monitor account health.
• Develop risk mitigation plans and playbooks for at-risk customers.
• Provide actionable insights to improve retention and reduce churn.

Customer Success Team Training & Enablement

Is your CS team struggling to keep up? We’ll train and empower your team to deliver exceptional customer experiences at scale.

Pain Point Addressed: Lack of expertise or consistency within the CS team.

Service Offering:

• Deliver customised training programs to upskill your CS team on best practices, tools, and processes.
• Provide ongoing coaching and enablement to ensure your team delivers exceptional customer experiences.
• Help you build a culture of Customer Success within your organisation.

Expansion & Upsell Strategy Development

Missing out on growth opportunities? We’ll help you identify and capitalise on upsell and cross-sell opportunities to drive revenue.

Pain Point Addressed: Missed opportunities for revenue growth through upsells and cross-sells.

Service Offering:

• Identify expansion opportunities by analysing customer usage and feedback.
• Develop a structured approach to upsell and cross-sell initiatives.
• Train your team to position additional value effectively and close expansion deals.