Customer Success, built to drive revenue.

Customer Success Assessment

A focused diagnostic of your post-sale organization: customer engagement maturity, retention and expansion performance, team structure, processes, data, and tooling. You get a clear picture of where revenue is leaking and a prioritized plan to fix it.

Typical deliverables

• Customer engagement maturity benchmark
• Retention, churn, and NRR root-cause analysis
• Coverage, capacity, and segmentation review
• Prioritized 90-day action plan and longer-term roadmap

Fractional Chief Customer Officer / VP of Customer Success

Senior Customer Success leadership on a part-time basis. Torrance leads the function, coaches the team, owns the retention and expansion agenda with the executive team, and builds the operating model, at a fraction of the cost of a full-time executive.

Typical deliverables

• Retention and NRR strategy and targets
• Customer maturity framework and health model
• Renewal motion and forecast
• Team leadership, coaching, and hiring plan
• Executive and board-level reporting

Interim Customer Success Leadership

Full-time or near-full-time leadership for a defined period, to stabilize the team and customer base during a leadership transition, then hand off to a permanent leader with a working operating model in place.

Typical deliverables

• Immediate stabilization of at-risk accounts and team
• Operating cadence and reporting
• Support in recruiting and onboarding the permanent leader

Customer Operating Model Design

Hands-on design and rollout of the systems that make Customer Success scale: segmentation and coverage, playbooks, health scoring, value-based QBRs and EBRs, renewal cadences, and CS and Sales alignment.

Typical deliverables

• Segmented coverage model, including tech-touch for smaller accounts
• Lifecycle playbooks from onboarding to expansion
• Health scoring and early-warning system
• RACI and handoff standards across Sales, Implementation, Support, and Success

Post-Acquisition Customer Integration

Integrating acquired customers, teams, and processes while protecting retention and commercial momentum, drawing on experience leading customer organizations through four acquisitions.

Typical deliverables

• Customer base and contract assessment
• Integration plan for teams, processes, and tools
• Retention risk plan for acquired accounts
• Cross-sell and expansion plan for the combined portfolio

AI Enablement for Customer Success

Practical adoption of AI in the Customer Success function: account research and preparation, success planning, health signals, and scaled engagement, with governance and a human in the loop.

Typical deliverables

• AI use-case assessment for the CS team
• Standardized prompt libraries and workflows
• Adoption plan and quality guardrails