The Symptom Rarely Is The Problem.

“When Finance pushed for expansion revenue to support our next raise, churn hit us hard. Price increases failed, up-sells stalled. One by one, key accounts walked out the door.

On the surface, it looked like a pricing, Product, or Customer Success issue. But once I got into the trenches, it became clear: customers didn’t see the value - not because it wasn't there but because we didn't know what it was and how we could show it.

Marketing solely advertised with features, Sales had overpromised on short-term results, Onboarding purely focused on delivery, CS lacked insights into customer objectives and expected value, and Support was overwhelmed trying to keep it all together.

So we rebuilt team management, mandate, and strategy from the ground up - starting with retention. We rewrote the Sales playbook to focus on discovery, understanding our prospect's objectives, and tying our solution to relevant pain points. We restructured CS to proactively reinforce our value - tying our product to quantifiable business outcomes. And we rebuilt trust with in-person visits and annual performance scans.

Within six months, we turned some of our riskiest accounts into reference clients. Churn dropped, we recovered previously lost clients, CSAT soared, and we finally reintroduced price increases and upsells that stuck.”