01
Usage-led activation
Activation flows tied to product signals — not seats. We move new accounts to second-value-moment without burning your in-house CSMs on the long tail.
All servicesOnboarding, retention and expansion — sized for AI economics.
+18%
Net retention lift, 90-day
2.4x
Activation rate vs. self-serve
60%
At-risk accounts saved
// What we operate
The capability set
02
Health & churn-save
Health-score monitoring, at-risk outreach and structured save motions. We trigger on signal, intervene on policy, and report on what actually moved retention.
03
QBRs, renewals & expansion
We run the conversations your senior CSMs don't have time for — renewals in the long tail, expansion plays in the mid-market, QBR prep across the book.
// What ships
Every pod ships with this on day one
- Senior CSM pod + ops lead
- Activation playbook in your CRM
- Health-score model + alert routing
- Save-motion library + offer matrix
- Renewal & QBR cadence
- Expansion talk-tracks per persona
// How we engage
Pilot to scale in four moves
01
Segment
We split your book by ARR, usage and propensity — and decide where humans add margin.
02
Instrument
Wire usage signals into your CRM. Triggers, alerts, queues — your CS team sees what we see.
03
Run
Pod owns the segment end-to-end: activation, health, save, renew, expand — under one ops lead.
04
Report
Weekly retention and expansion readout. We're measured on dollars, not touches.
// Where this lives
Industries already running this play
// Common questions
Before you ask
How is this different from CX?
CX is reactive — inbound conversations. CS is proactive — usage signals, health scores, renewal calendars. Same bench, different motion.
What CRMs do you work in?
HubSpot, Salesforce, Pipedrive, Attio and most modern CS tools (Vitally, Catalyst, ChurnZero, Planhat). We adopt your system; we don't impose ours.
Can you handle renewals on commission?
We can. Renewal and expansion engagements support hybrid commercial models — flat retainer plus performance on net retention or expansion ARR.
Spec a customer success pod
Tell us your volumes, tooling and quality bar — we'll come back with a staffing plan and a price within 24 hours.
// Other services