Four Service Tiers

Solutions That Scale With You

From rapid discovery to full managed execution, we meet you where you are and grow with your needs. Every solution includes zero-overhead delivery and measurable outcomes.

Common to All Packages

Every solution includes these foundational elements

Zero-Overhead Delivery

No hiring burden

KPI Baseline + Targets

GRR/NRR, time-to-value

Global-Ready Practices

NA, LATAM, EMEA, APAC

Board-Ready Artifacts

Executive reporting

Technology That Protects Growth

Partnering with Profulgent, experts in advanced cybersecurity and IT — Key Focus Group strengthens their impact through Customer Success strategy designed to drive value-driven outcomes.
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Discovery Sprint

Key Start

A rapid, objective assessment to surface revenue leaks, value drivers, and the shortest path to measurable wins.
2–10 business days
Fixed Fee

What's Included

Executive Brief (10–12 pages): findings, gaps, ROI opportunities, quick wins
90-Day Roadmap: milestones, owners, expected impact
Customer Journey Map: current vs. ideal from onboarding to renewal/expansion
Segmentation Snapshot & Coverage Model: high-touch vs. tech-touch balance
Health Signal Audit: risk/expansion predictors from your data
Tooling Recommendations: "use what you have" first; phased upgrades second
Leadership Readout + Decision Log: alignment and immediate next steps

Typical Focus Areas

Time-to-Value & Adoption
Optimize onboarding and adoption curves for faster customer success
Renewal Predictability
Build systems for forecasting and managing renewal risk
Role Clarity & Playbooks
Define responsibilities and create actionable playbooks
Build-Out

Key Foundations

Install the operating system for retention and expansion—built into your stack and ready for your team to run.
3–6 months
Milestone-based

What's Included

Segmentation & Coverage: tiers, SLAs, book sizes, touch models
Playbooks: onboarding, adoption, value reviews (QBR/EBR), renewal, expansion
Health Scoring v1: objective inputs (product, support, finance, sentiment) with thresholds
Renewal & Forecast Cadence: risk reviews, deal boards, exec escalation routes
Voice of Customer (VoC): CSAT/NPS, win/loss loops, CAB setup and cadence
Dashboards: exec (GRR/NRR), manager (risk & pipeline), CSM (daily actions)
Enablement: role design, capacity models, scorecards, training sessions
Handoff Package: documentation, admin guides, ownership map

Lives in Your Stack

Salesforce/HubSpot + Gainsight/Totango/Planhat (or lightweight sheets if needed)

Outcome

A working CS engine—implemented, enabled, documented
Segment CS Pod

Focus Amplify

Your strategy, our pod. We take end-to-end lifecycle execution for a named segment without adding headcount or management load.
Ongoing
Monthly Retainer

What's Included

Segment Plan & Coverage Model: goals, SLAs, playbooks in scope, capacity math
Operating Calendar: weekly rituals, monthly forecast, quarterly reviews
Segment Dashboards: GRR/NRR, adoption, renewal pipeline, risk heatmap
Runbook & Comms Kit: cadences, EBR/QBR templates, talk tracks
Monthly Executive Memo: results, blockers, and asks—built for VP/SVP consumption

We Run

Onboarding/adoption programs
Health monitoring & interventions
Renewals & expansion plays
EBR/QBR for prioritized accounts
Disciplined CRM hygiene

Team (Typical)

Program Lead (Sr CSM)
CSM(s)
CS Ops specialist (shared/dedicated)
Coordinator (as needed)

Ideal For

Coverage gaps, peak-load periods (migrations, launches), or carve-outs your internal team can't absorb without risk.
Managed CS Execution

Focus Infinity

Top-down ownership of Customer Success: strategy, governance, operations, and compounding improvement across your entire book.
Ongoing
Monthly Retainer

What's Included

Embedded vCCO: strategy, governance, executive alignment, board-level communications
CS Ops Lead: tooling, data, dashboards, process control & QA
Operating Rhythm: weekly risk/adoption reviews; monthly forecast & expansion planning
Lifecycle Execution: onboarding programs, adoption campaigns, playbook adherence
Revenue Discipline: renewal forecasting, risk mitigation, expansion plays
VoC & Product Loop: CAB operations; signal routing to roadmap
Hiring Support (Optional): role design, scorecards, interview loop, onboarding kits

Accountability

Book-level GRR/NRR
Logo & dollar churn
Product adoption thresholds
Forecast accuracy
CS-sourced expansion pipeline

Outcome

Enterprise-grade CS run end-to-end by an embedded vCCO + CS Ops—zero overhead

Optional Add-Ons

Available with any package to extend your Customer Success capabilities

Tooling Implementation

Gainsight/Totango/Planhat, Pendo/Amplitude, in-app guides

Lifecycle Marketing

Success newsletters, webinars, upsell plays

Support Alignment

Ticket taxonomy, deflection content, knowledge base revamp

Revenue Architecture

Pricing/packaging feedback, success-qualified leads (SQLs)

Data Services

Product usage instrumentation, cohort analysis, attribution

Transition-to-Hire

Absorb the pod into FTEs when ready

Ready to Get Started?

Schedule a consultation to discuss which solution tier is right for your organization.
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