Customer success
Your team is busy saving accounts.
Nobody has time to build the system.
We build it with you
Onboarding journeys, playbooks and automated check-ins, mapped from your customer's side and set up in the tools your team already uses. Fewer customers go quiet, and your team spends its time where it counts.
We look at your first 90 days from the customer's side and send back the three moments we would fix first. No charge, no deck.
Sound familiar?
The work your team knows it needs.
The time it never gets
Pick the one you hear most.
“Onboarding depends on which CSM you get.”
- What is really going on
- There is no shared journey, so every CSM runs their own version of onboarding.
- What we set up
- One mapped onboarding journey with clear stages, owners and the message at each step.
- What changes for your team
- Every new customer gets the same good start.
“We only hear about churn at renewal.”
- What is really going on
- The quiet months after onboarding have no touchpoints, and no signals anyone acts on.
- What we set up
- Health signals turned into triggers, and check-ins timed to the moments customers drift.
- What changes for your team
- You hear about risk while there is still time to act.
“We can't give the long tail any attention.”
- What is really going on
- Smaller accounts hear nothing between the welcome email and the renewal invoice.
- What we set up
- Automated onboarding, adoption and renewal messages for the accounts your team cannot reach personally.
- What changes for your team
- Every account hears from you, without adding headcount.
“Sales hands over and the context disappears.”
- What is really going on
- The handoff is a quick message and a call, so the customer ends up repeating themselves.
- What we set up
- A handoff playbook: what is captured, who owns it, and what the customer hears next.
- What changes for your team
- Customers feel known from the first call with your team.
“Our playbooks live in someone's head.”
- What is really going on
- The best CSM knows what to do, and nobody else can see it.
- What we set up
- Written playbooks for onboarding, at-risk, renewal and escalation, built into your CRM as tasks and triggers.
- What changes for your team
- New CSMs know what good looks like from week one.
What we build
Not another tool.
The journey, the playbooks and the triggers inside the ones you have
We work in your CRM, your customer success platform and your messaging tool, and leave your team able to run it.
1Understand
See the first 90 days from your customer's side.
2Build
Set up the journey, the playbooks and the triggers.
3Keep it working
Measure it, hand it over, keep improving it.
Understand 01 / 09
First 90 days, mapped
Every step a new customer takes after signing, from their side, with the moments they go quiet named.
Understand 02 / 09
Health signals
The signals you already collect, checked against what customers actually do before they leave or renew.
Understand 03 / 09
Handoff review
What sales knows, what reaches your team, and what the customer has to repeat.
Build 04 / 09
Onboarding journey
Clear stages, owners and the message at each step, so every customer gets the same good start.
Build 05 / 09
Playbooks and workflows
Onboarding, at-risk, renewal and escalation playbooks, built into your CRM as tasks and triggers.
Build 06 / 09
Automated check-ins
Onboarding, adoption and renewal messages for the accounts your team cannot reach personally.
Keep it working 07 / 09
Measures that matter
Time to first value, adoption and renewal, tracked so you can see each fix worked.
Keep it working 08 / 09
Team handover
Walkthroughs and written playbooks, so new CSMs know what good looks like from week one.
Keep it working 09 / 09
Ongoing care
Monthly improvements and a quarterly review, so the journey keeps getting better.
Why it is different
Your platform sees the clicks.
It cannot see the silence
Health scores and usage data tell you who is at risk. They rarely tell you why.
What a customer experienced in the weeks before they went quiet does not show up on a dashboard: what they were told, what they were waiting for, and the moment they stopped hearing from you.
We map that part from the customer's side, then build the fix into the tools you already run, so it keeps working after we leave.
How it works
Start with one journey.
Usually onboarding
- Free start
First 90 days look
No chargeWe look at your first 90 days from the customer's side and send back the three moments we would fix first.
- First step
Journey Review
Two to three weeksYour onboarding mapped with your team and scored against the six BREME pillars, ending in a prioritised plan.
- Build
Fix Sprint
Four to six weeksWe build the top fixes into your tools: the playbooks, the triggers and the check-ins.
- Keep it working
Journey Care
MonthlyMonthly improvements and a quarterly review, so onboarding and renewals keep getting better.
Fixed scope, agreed in writing before we start. Several teams and journeys? See the engagements.
Start with your first 90 days.
Thirty minutes, no charge, no deck
Tell us where you think customers go quiet. We will tell you honestly what we would fix first, and whether you need us at all.