Scoping
A thirty-minute call, then a written proposal with a fixed price and timeline within two business days.
Services
Fixed scope. Fixed price. Results that work.
Seven engagement offerings, every one with a defined deliverable, a defined timeline, and a price we agree upon up front. Open any of them for what you get and how long it takes. Prices scale with book size and data complexity, and are fixed in writing before we start.
01
Measure
Can you see what's happening?
For: Founder/CEO · VP CS
Send me your health scores, twelve months of renewal outcomes, and your account list. We'll talk about problems the data doesn't show. I run a validity test on your scoring methodology, a cohort churn read, and a coverage check against your book, then hand back a short written verdict: what your data actually says, the three biggest leaks with rough dollar sizing, and what I would do first.
What you get
- Health score validity test
- Cohort churn and retention read
- Coverage check against your book
- Three biggest leaks, roughly sized
- A written verdict and first move
- Sixty-minute live readout
A quick check based on data and experience. And the full fee is credited toward a Retention Diagnostic booked within 30 days.
- Duration
- 1-2 weeks
For: Founder/CEO · VP CS · COO
Data, health scoring, segmentation, coverage, platform, and operating rhythm. It ends with a detailed analysis of where revenue is leaking and a phased roadmap to close it, sequenced by impact rather than by what's easiest. This is the same assessment I ran in my first 60 days at a $100M ARR provider before a transformation that moved net revenue retention from roughly 103% to 112% in six months. For a Series A to C book it runs in three to six weeks, and it ends with a plan your current team can execute.
What you get
- A quantified leak map, with each gap valued
- Health score audit and a rebuilt, testable model
- Segmentation and coverage analysis
- CS platform and data source assessment
- A phased 12-month roadmap by revenue impact
- Executive readout, delivered live
Most clients start here, then pick up one or two of the deeper engagements below.
- Duration
- 3-6 weeks
“I brought Dan in to fix customer success, and within a quarter he quickly saw what the function needed, made the hard calls, and gave us real segmented coverage across our customer base.”
02
Design
Is the org built to act on it?
For: VP CS · Founder/CEO · first-time CS leaders
Most portfolios are balanced by account count, which doesn't take into account ARR size or risk. This quietly buries your best CSMs in accounts that would have renewed themselves. This is the coverage math, including your first tiered engagement model if every account is currently treated the same. It usually finds capacity you already have.
What you get
- Segmentation model build or rebuild
- Risk-weighted portfolio analysis
- Coverage ratio and capacity model
- Book rebalancing recommendations
- Tiered engagement model by segment
- Digital and pooled coverage design
- Duration
- 2-3 weeks
For: Founder/CEO · COO · first-time CS leaders
Roles and responsibilities, coverage ratios, team structure, the sales-to-CS handoff, onboarding, the renewal and escalation motions, executive business review design, and the meeting cadence that holds it together. If you're about to hire your first CS leader, this includes the hiring profile and the decision of what to build before they start.
What you get
- Org structure and role design
- Coverage ratios and span of control
- Sales-to-CS handoff and onboarding
- Renewal and escalation motions
- EBR framework and templates
- First CS leader profile and hiring plan
- Duration
- 4-8 weeks
“Dan quickly diagnosed what our tech-touch and CS operations functions were missing, then built the team to deliver it from scratch.”
03
Multiply
Does AI give you leverage, or a demo?
For: VP CS · Founder/CEO · CS Ops
Maybe you're already using AI tools. I bring expertise and a fresh set of eyes to your stack, and I can help you understand where AI is helping and where it's hurting. I run a two-week review of your current AI usage, including workflow analysis, use case evaluation, and adoption measurement. The result is a clear picture of how AI can be leveraged more effectively in your customer success operations.
What you get
- Review of current AI tech stack and usage
- Gap analysis of where you could go faster
- Understanding of AI literacy and skill on your team
- Role-specific team training
- Governance and acceptable use guidance
- Detailed recommendations to unlock AI potential
- Duration
- 2 weeks
For: VP CS · Founder/CEO · CS Ops
I map where your team's hours actually go, pick the two or three places AI pays back fastest, and build them: a renewal prep brief that writes itself, a weekly risk review agent, an EBR draft built against your data. Then I train your team on them and measure adoption at 30 days. I built these tools for my own teams, so this is not a survey of the market, it's real world proof.
What you get
- Workflow and time-allocation audit
- Use case shortlist, ranked by return
- Two to three automations on your stack
- Role-specific team training
- Governance and acceptable use guidance
- Adoption measured at 30 days
You end with working tools, not a roadmap, plus an honest list of the places AI would make things worse. For teams over fifteen, an AI Fluency add-on extends the sprint with working sessions for every pod and manager coaching.
- Duration
- 3 weeks
“He was also an AI champion, pushing us to learn new AI skills, and building AI agents that helped us all work faster.”
04
Ongoing
Need a leader, not a project?
For: Founder/CEO · COO · boards
For companies that need customer success leadership before a full-time VP is justified. I run the function one or two days a week: the team, the number, the operating cadence, the board slides, and the hiring plan for my own replacement. You get an executive who has done the job at $400M scale, at a fraction of the cost of getting that hire wrong.
What you get
- Direct leadership of the CS team
- Ownership of the retention number
- Weekly operating and forecast cadence
- CSM coaching and performance management
- Board and investor reporting
- Hiring plan for the permanent leader
Already have a CS leader and want a thought partner rather than a stand-in? Ask about a lighter monthly arrangement built around working sessions and access between them.
- Commitment
- 3 months min.
“I’d hand him a customer success function to rebuild again without hesitation.”
Not sure which one you need? That's the normal starting point. Book thirty minutes and we'll figure out which of these fits, or that none of them do.
How engagements work
No surprises, in either direction.
Payment
Projects are fifty percent at signing and fifty percent at readout. Ongoing engagements are billed monthly in advance.
Fit
Some retention problems are product problems or pricing problems wearing a customer success costume. If that's what I see, I'll tell you on the first call and point you somewhere more useful.
Working with a portfolio?
Several of these engagements are built to run
across a group of companies: a Retention Snapshot as a diligence read, or a shared
diagnostic across two or three portfolio companies. Ask about arrangements for investors
and operating partners.
Not sure which one you need?
That's the normal starting point. Book thirty minutes, describe what's happening, and we'll figure out which of these fits - or that none of them do.