Post-sale infrastructure
You closed the deal. Now you have to keep it. Most early-stage SaaS companies are running that motion on memory, not systems — and at some point, memory doesn't scale.
Your post-sale motion
isn't broken.
It's improvised.
Five scenarios. Real situations your CS team has been in or will be. Your decisions reveal the gaps — and what they're costing you.
Here's what your
decisions show.
The Diagnostic maps exactly where your post-sale motion is improvised and what it's costing. $3,000 · 5–7 days · Application only · 2 slots/month.
Most early-stage SaaS companies don't have a broken post-sale motion.
They have an improvised one.
Each implementation runs slightly differently. Onboarding depends on who's doing it that week. Renewal happens when someone remembers to start the conversation. That's not a process. That's a person holding it together — and when that person is stretched, or leaves, or the book doubles, the variance becomes visible.
For companies where the product runs payroll, drives compliance decisions, or sits in the middle of a field operations workflow, the cost of that variance is specific. A misconfigured integration doesn't generate a bad report. It generates a reconciliation error, a certified payroll failure, or a crew that can't get paid on Friday. Your customer finds it before you do.
The churn is the last thing to show up. The gap was there from day one.
The cost of the gap is calculable. That's where the work starts.
HOW I WORK
The gap comes before the build. Every engagement starts with a Diagnostic. I won't tell you what to build until I know what's actually broken and what it's costing you.
Infrastructure you own. Nothing I build requires me to operate it. Playbooks, health models, renewal protocols — delivered as working documents your team runs without me in the room.
The number comes first. At-risk ARR is estimated before a build is scoped. You should know what the gap is costing before you decide whether to fix it.
Three engagements. One starting point.
Post-Sale Diagnostic · $3,000 · 5–7 days A structured look at the full post-sale motion — handoff, implementation, health visibility, renewal timing. Specific findings. At-risk ARR estimated by line item. What to fix first and why.
Infrastructure Build · Scoped after intake The infrastructure your team needs and doesn't have yet — built once, documented, and handed off in formats your team owns and operates without me.
Ongoing Support · Month-to-month For companies that have built the motion and need it kept calibrated as the team grows, the book scales, and the product evolves.
About
I've never met a data problem that started in the software.
Before SaaS I spent years in construction operations — tracking labor hours, material yields, and job costs where a wrong number didn't generate a bad report. It meant someone didn't get paid, or a project lost money. That's where I learned what it costs to find the error late.
At Journyx I inherited 274 accounts in ERP-integrated, compliance-heavy SaaS — payroll, finance, construction, and public sector clients running Dynamics GP, QuickBooks, NetSuite, and Sage. Sixty were already failing at intake. No ops support. I owned implementations and renewals simultaneously, delivered 6.1% churn against an industry average above 10%, and built the infrastructure from scratch because nobody handed me a playbook.
That's the lens I bring to this work. Not the tool. The system underneath it — and what it costs when that system doesn't exist.
The cost of the gap is calculable.
Most founders already know something is off — in the churn, in the renewals that start too late, in the implementations that vary too much. What they don't have is the specific finding with a number attached to it.
That's what the Diagnostic produces.
Application only · 2 slots per month