Three engagements
Each designed for a specific moment. Most start with the Diagnostic — it tells you where revenue is at risk before you commit to anything larger.
Application only · 2 slots per month
Post-Sale Diagnostic
$3,000 · 5–7 days
I keep finding the same thing when I look at a post-sale motion for the first time. The founder knows 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.
A structured look at the full post-sale motion — handoff from sales, implementation consistency, health visibility, renewal timing. Delivered as a written findings document with at-risk ARR estimated by line item and a priority order for what to fix first.
Day 0 — Intake questionnaire. Complete before the working session.
Day 1 — Post-sale motion audit. What happens after a customer signs, where the gaps are.
Day 2 — Execution friction review. Handoff quality, implementation consistency, health visibility, renewal motion.
Day 3 — Risk quantification. At-risk ARR estimated by finding. Priority order established.
Day 4–5 — Findings document drafted.
Day 6–7 — Findings delivery and debrief. Where revenue is at risk, what it's costing, what to fix first.
From the work
A Series A workforce compliance SaaS company came in with 38 accounts, no handoff standard, and a renewal motion that started when the invoice went out. The Diagnostic found $180K in at-risk ARR in the first week.
The root cause was implementation variance. Every CSM was running onboarding differently because there was nothing to run it from. Three accounts had never completed go-live. Two were paying for a product they hadn't fully deployed.
The Build produced a handoff acceptance standard, a role-specific onboarding playbook with defined go-live criteria, and a renewal motion with a 120-day trigger built into the contract workflow. Within two quarters, onboarding completion was 100% across new accounts and the renewal conversation was no longer initiated by the customer.
— Anonymized. Series A, workforce compliance SaaS, 38 accounts at intake.
02 · Build
Post Sale Infrastructure Build
Pricing on application · Scoped after intake
The Build is where the infrastructure gets made. Scoped to what the company actually needs — not a fixed package. Most builds address two or three of the four dimensions: implementation, health, renewal, and executive continuity.
Everything delivered as working documents your team owns and operates. Nothing that requires me to keep running it.
Implementation Infrastructure — handoff standards, onboarding playbooks, milestone frameworks, go-live criteria
Health Model + Renewal Motion — health scoring grounded in your actual data, risk triggers, renewal architecture that starts at day one
Executive Continuity Protocol — stakeholder maps, relationship history, account intelligence captured before someone leaves
Typical scope
Duration: 3–6 weeks depending on dimensions
Format: Working sessions + async review cycles
Delivery: Editable docs and frameworks your team runs
Entry: Standalone or following a Diagnostic
03 · Retainer
Ongoing Infrastructure Support
Pricing on application · Monthly engagement
You built the infrastructure. Now the team is growing, the book is scaling, and the product is evolving. The motion needs to keep pace with all three — without you rebuilding it from scratch every six months.
That's what the retainer is for. Operator-level oversight of the post-sale motion, calibrated on a monthly basis. Most retainer clients come out of a Build. Some start here when the infrastructure exists but hasn't been stress-tested.
Monthly motion review — health model calibration, renewal pipeline audit
Escalation support — structured review of at-risk accounts before they become churned ones
Playbook updates — as product, team, and customer base evolve
Async availability — for implementation questions, continuity gaps, and edge cases your team hasn't seen before.
What this is not
Not fractional CS. I don't own accounts or run calls with your customers.
Not account management. Your team owns the relationships.
Not a subscription. Month-to-month. Cancel when the work is done.
Common questions
What happens after the Diagnostic if we decide not to build?
You keep the findings document. It's yours — a specific, prioritized map of what's broken and what it's costing. Some companies take it and build internally. Some come back six months later. Either is fine.
Do you work with companies that already have a CS team?
Yes — most engagements involve an existing CS team. The work isn't replacing what they do. It's building the infrastructure underneath them so they can do it consistently and at scale.
How is this different from hiring a fractional CSM?
A fractional CSM owns accounts. I build the system your team runs. The difference is whether you want someone to cover the gap or close it.
Not a fit
Consumer SaaS, PLG-only motions, martech platforms, or companies under $500K ARR with no CS function yet.
Right fit signals
Product touches payroll, compliance, or field operations
Active post-sale function, Seed to Series B
Motion running on tribal knowledge or founder heroics
Recent churn, upcoming first CS hire, or post-raise
If the gap is there, the Diagnostic finds it.
Most engagements start here. Five to seven days, specific findings, at-risk ARR by line item. You'll know exactly what's broken and what it's costing before you decide what to do about it.
Application only · 2 slots per month