Turn your customer base into your most predictable source of growth.
CRC Advisory helps growth-stage and private equity-backed companies turn Customer Success into a predictable revenue engine, through fractional executive leadership, assessments, and hands-on operating model design.
Retention you can forecast. Expansion you can count on.
Your existing customers are your most efficient source of growth, but only if retention is predictable and expansion is intentional.
CRC Advisory brings 20+ years of executive experience building and scaling customer organizations to companies that need senior Customer Success leadership without a full-time hire. We diagnose what is really driving churn and missed expansion, build the systems and team to fix it, and leave behind an operating model that keeps working after we step back.
Does any of this sound familiar?
- Renewals are a surprise, and churn shows up in the forecast too late to act
- Net Revenue Retention is flat, or expansion only happens at renewal time
- Customer Success is busy but cannot show its impact on revenue
- Handoffs between Sales, Implementation, Support, and Success lose context and frustrate customers
- Headcount has to grow with every new customer because there is no scaled coverage model
- An acquisition, new product line, or pricing change has disrupted the customer base
- There is no health score, or nobody trusts the one you have
Senior Customer Success leadership, exactly when you need it.
Customer Success Assessment
An objective view of where revenue is leaking, and a prioritized plan to fix it.
Learn more → 02Fractional Chief Customer Officer / VP of Customer Success
Executive CS leadership now, without a full-time hire.
Learn more → 03Interim Customer Success Leadership
Steady leadership while you recruit, with a clean handoff.
Learn more → 04Customer Operating Model Design
The systems that let Customer Success scale.
Learn more → 05Post-Acquisition Customer Integration
Protect retention and momentum after the deal closes.
Learn more → 06AI Enablement for Customer Success
Real productivity gains from AI, without risking customer trust.
Learn more →Results from two decades of executive leadership
- Four acquisition integrations led while protecting retention
- Helped grow a startup from fewer than 10 employees through a successful private equity acquisition
- Led organizations of 15 direct reports and 75+ team members across North America and Europe
- Won back a major financial services account after a competitive RFP
Results achieved in Torrance Houlihan's prior executive leadership roles.
Built for companies at an inflection point
Growth-stage SaaS companies
Building or rebuilding their first real Customer Success function.
PE-backed portfolio companies
Protecting ARR, improving NRR, and showing predictable retention to sponsors.
Companies after an acquisition
Integrating customer bases, teams, and processes without losing customers.
Founder-led companies
Where the founder still carries key customer relationships and needs a trusted operator to take them on.
Organizations between leaders
Needing an experienced interim head of Customer Success while they recruit.
Root-cause diagnosis, turned into systems
Diagnose
Find the real reasons customers churn, stall, or fail to expand, using data, customer conversations, and the team's own insight.
Design
Build the operating model that fixes the root cause: segmentation, playbooks, health scoring, renewal motions, and clear ownership.
Build
Put it to work alongside your team, coaching people and refining the system against real results.
Transfer
Leave behind documented systems and a stronger team, so the improvement lasts after the engagement ends.
Ready to make retention predictable?
Start with a 30-minute conversation about where your customer revenue stands today.