You’ve built something powerful.
Let’s make sure it grows with intention.
We meet you where you are! Whether you're bootstrapping your first onboarding flow or scaling toward Series B, we help you build post-sale operations that feel as good as they perform.
Playbook & Process Design
What’s Included
Discovery session + customer journey mapping
Creation or audit of up to 4 core playbooks:
Onboarding
Adoption
Retention
Expansion
SOPs and internal workflows
Comms templates (email, in-app, call guides)
Escalation paths + support response guides
Notion or PDF documentation for your team
Optional Loom walkthroughs for async onboarding
Who It’s For
CS/CX teams who are stuck in reactive mode — or doing things differently on every account. Whether you’re building from scratch or cleaning up version 1.0, this gives you repeatable systems that scale.
What to Expect
We’ll run a quick diagnostic to identify your most critical playbook gaps. Then we’ll build (or rebuild) what’s needed in a way your team can actually use. Each playbook includes:
A kickoff plan
Stakeholder alignment
Assets + activation support
Team-ready documentation
💪 Perfect for CS teams preparing to scale, hiring new team members, or launching a new customer segment.
Fractional Head of CS / CX
Who It’s For
Founders and early-stage teams (typically post-PMF through Series B) who need strategic leadership but aren’t ready for a full-time Head of CS/CX.
You’re wearing too many hats. You want to scale intentionally. You need a trusted partner who can lead with autonomy, speed, and heart.
What’s Included
Executive-level leadership, typically 10–18 hours/week
Strategic planning with CEO, CRO, and GTM leads
Org design, role clarity, and team mentoring
Customer journey mapping & key playbooks
Retention & expansion frameworks
Health score design and usage modeling
Cross-functional collaboration (Product, Sales, Support)
Optional: Prepare for your Head of CS hire and assist in the hiring process
What to Expect
We’ll start with a discovery session to understand your biggest friction points, current team structure, and strategic goals. You’ll get:
A custom 30–60–90 day engagement plan
Regular leadership syncs + async updates
A steady mix of hands-on work and strategic oversight
Full documentation + transfer of knowledge at wrap-up
💪 Perfect for founder-led CS, lean teams post-funding, or interim leadership.
Audits, Strategy & One-Off Projects
Who It’s For
Founders or CS leaders who know something isn’t working—but aren’t sure what to fix first. You don’t need a long-term engagement. You need clarity, recommendations, and traction.
What’s Included
60–90 minute kickoff call
Deep-dive audit (of journey, tools, org, or process)
Prioritized recommendations + roadmap
Optional: I’ll help execute the quick wins or support handoff
Popular audit/project types:
Onboarding or retention gap analysis
Customer journey audit
Head of CS hiring support (role design, transition plan, candidate feedback)
Support response and escalation path review
Time audit + CSM task realignment
Expansion play diagnostics
What to Expect
You’ll get an outside expert’s view—backed by data, founder empathy, and operational insight. We’ll clarify what matters most, what’s blocking your growth, and how to fix it.
Deliverables can include:
A strategic action plan
Annotated journey maps or org charts
A prioritized list of process fixes
Optional support for internal rollout
💪 Perfect for pre-funding startups, newly merged teams, or overwhelmed leaders trying to make smarter decisions.
1:1 Coaching & Advisory
Who It’s For
Leaders and high-impact ICs navigating growth, change, or leadership transition in CS, CX, or post-sale roles. Whether you’re stepping into your first management role, leading a function for the first time, or trying to build systems with limited support—I’ll help you move forward with clarity and confidence.
What’s Included
Each coaching engagement is customized, but often includes:
2–4 sessions per month (60 minutes each)
Slack/email access between sessions
Strategic goal setting (30–60–90 day or quarter-based)
Guidance on org design, stakeholder management, CS metrics, or team leadership
Thought partnership, troubleshooting, and growth support
Optional feedback on decks, plans, or job search strategy
Common focus areas:
Transitioning into a Head of CS or CX role
Building your first team or function
Navigating company change, reorgs, or early chaos
Gaining executive visibility + influence
Balancing strategic leadership with tactical demands
Burnout recovery and boundary-setting in CS
What to Expect
Our first session is a strategy call to identify what you’re navigating, where you’re stuck, and what would be most valuable to you. From there, we’ll co-create a rhythm that supports your goals—whether that’s leadership growth, tactical problem solving, or just having someone in your corner who gets it.
💪 Perfect for early-stage CS/CX leaders, emerging managers, or founders stepping into CS ownership.
Before We Meet
You don’t need to have everything figured out before our first call — but to make the most of our time, here are a few things to reflect on:
1. What’s keeping you stuck or up at night?
2. What do you wish worked better?
3. What’s coming next that you want to be ready for?
4. What does success look like — for you and your team?
What to Expect on the Call
Our first conversation is all about clarity. No pressure. No pitch deck. Just a real conversation about what’s working, what’s not, and how I might be able to help.
You’ll leave with:
A few next-step ideas (whether we work together or not)
A clearer understanding of where to focus
The beginning of a real partnership (if we’re a fit)
Ready? Let’s Chat
Click HERE to find some time on my calendar to meet! I'm excited for our call.