post-sales advisory for b2b saas, $20M to $100M ARR
Find the stage of post-sales that is costing you money
Implementation, success, support, and account management each report their own number. Even when one VP runs all four, the handoffs between them rarely get measured, and that is where retention gets decided. I run a six-week diagnostic that finds the stage where your retention or cost problem started, then hands you a costed plan to fix it.
Six weeks · $25,000 fixed · Remote
Where retention gets decided
A customer waits seven months to go live and never gets past a third of its seats. At renewal it cancels, and the reason code says budget. The implementation delay that started the loss never appears in the record.
That is how a customer success team ends up owning losses it had no chance to prevent, and how a retention forecast finds out about churn when the cancellation notice arrives. The data to see it sooner usually exists. It sits in the CRM, the ticketing system, the implementation tracker, and a few spreadsheets nobody has joined.
The Post-Sales Diagnostic
Six weeks. $25,000, fixed.
I build the operating baseline across implementation, adoption, expansion, and support, then trace the number you can't explain back to the stage where it started. If you already have a plan, I test it against what the baseline shows.
Clients usually want a shorter path from signature to go-live, or a support operation that resolves faster at a lower cost per contact. The baseline shows which one will move the number.
Where your systems can't produce a figure, I build a documented estimate and grade how confident it is, so the baseline can go to a board with its limits stated.
Implementation
Days from signature to first value, by segment. Where delivery stalls, and what the sales handoff actually transfers.
Expansion
Churn traced to the stage where it started. Whether your health score saw it coming, and where expansion revenue actually originates.
Adoption
Activation and depth of use by segment. Whether CSM time follows account value, and what your coverage model costs per account.
Support
Volume, mix, routing, and cost per contact, plus the unit economics of any automation under consideration.
When you want the plan carried out
Fractional post-sales leadership at $15,000 per month, three-month minimum. A fully loaded VP of Customer Success at your scale runs $250,000 to $300,000 a year.
Where this comes from
I spent fifteen years running post-sales organizations. At ShipHero I built one from five people to ninety while revenue went from $50M past $100M, and TSIA benchmarked it in the industry’s top 15% for expansion and low churn.
2.0%
Logo churn at ShipHero, against a roughly 9% industry median
16h to 2.9h
Time to first response after deploying AI in support with a human review loop
32 points
NPS lift across a $360M services portfolio at Rackspace
Recent writing
Your retention forecast depends on the part of the company you can see least
Your churn reason codes record where the loss was noticed
What your support volume is trying to tell you
Or complete the six-minute post-sales scorecard