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Health scoring models that combine product usage, support interactions, NPS, contract data, and CSM-captured signals, calibrated against actual churn outcomes to validate predictive power.
Full implementation including playbook automation, CTAs, health scores, journey orchestration, and integration with your CRM and product analytics.
Multi-factor renewal forecasting models, structured renewal stage definitions, and CFO-grade reporting that holds up to scrutiny.
Pulling product analytics from Mixpanel, Amplitude, Pendo, or Heap into the CS platform so usage signals drive both health scoring and CSM action.
Expansion opportunity identification, account growth modeling, and integrated CSM-to-AE workflows for expansion deals.
Templated onboarding journeys with milestone tracking, time-to-value measurement, and retention correlation analytics.
The patterns that come up in nearly every customer success engagement.
Most CS health scores are built on instinct and outdated assumptions. Building a defensible, predictive health score is harder than the vendor pitch decks suggest.
When CSMs each manage 30-50 accounts manually, growth stalls. Better tooling and AI can expand portfolio capacity meaningfully without sacrificing relationship quality.
Most renewal forecasts are gut feel. Building a forecast finance trusts requires structured renewal stages, predictive churn signals, and disciplined CSM data hygiene.
Sales does not know what is happening with their accounts post-close. Product does not know what users are struggling with. CS is often the bottleneck rather than the connector.
Net revenue retention depends on expansion, and most companies cannot predict it because the signals are scattered.
Strong onboarding correlates with strong retention. Most onboarding programs are reactive and unmeasured.
Each category represents a deep specialization with dedicated playbooks, accelerators, and experienced consultants.
Gainsight, ChurnZero, Salesforce CS Cloud deployments with full integration.
Multi-factor health models calibrated against actual churn outcomes.
Structured forecasting infrastructure with CFO-grade reporting.
Structured onboarding journeys with milestone tracking and retention correlation.
Playbook automation, CTAs, journey orchestration, capacity expansion.
Mixpanel, Amplitude, Pendo integrated into CS workflows.
A free 30-minute working session with a consultant who has done this work before. You leave with a clear read on the right approach, whether or not you engage us.
Consultant-level analysis from the consultants delivering the work.
How to get people to actually switch to Salesforce: stakeholder mapping, the sponsor's real job, early user involvement, manager enablement, policies and their risks, handling resistance and reinforcement.
Read the full post →Predictable phases. Clear deliverables. No surprises.
One to two working sessions to map your current state, business goals, gaps, and constraints. We come out with a written scope document and recommendation.
Documented solution architecture, technical design, realistic timeline, and a transparent commercial proposal, reviewed with your team before any build.
Configuration, development, integrations, data migration, AI training, and QA, delivered in iterative sprints with weekly demos and adjustments.
Training, change management, hypercare support, and continuous improvement. We do not disappear after go-live. Most engagements continue into managed services.
Salesforce gives customer success managers the same account record that sales and support already use, so the context of every deal, open case, and contract sits in one place before a renewal call. On top of that shared record, CS teams run renewal opportunities, success plans, automated check-ins, and risk alerts. Data Cloud can bring product usage in beside the account, and Agentforce can draft summaries or flag accounts that have gone quiet. The result is a retention motion that leadership can inspect in the same system that holds the revenue.
When a deal closes, a record-triggered Flow creates the onboarding project, assigns the CSM by segment or territory, and copies the stated goals from the opportunity into a success plan. The CSM opens the account and sees what was promised, who signed, and which stakeholders matter, instead of chasing the account executive for notes.
Renewal opportunities are generated ahead of each contract end date with their own stages, close dates, and forecast categories. CSMs update risk and next steps weekly, and Collaborative Forecasts rolls those calls up by manager. Finance and sales leadership read renewal exposure from the same pipeline views they already trust for new business.
Product telemetry lands in Data Cloud, where calculated insights compare recent activity to each account's normal pattern. When logins, feature adoption, or seat utilization drop, a Flow raises a task for the owning CSM and tags the account for review. The alert carries the underlying numbers, so the conversation starts with evidence rather than a hunch.
Before a quarterly review, the CSM pulls a dashboard of open cases, adoption trends, and delivered milestones scoped to that customer. Agentforce can draft a summary of the past quarter from activity history and case notes. The CSM edits the narrative, adds recommendations, and logs agreed actions back to the success plan afterward.
When a customer nears a licence ceiling, adds a new department, or asks about another product, the CSM logs an expansion signal on the account. A Flow creates a linked opportunity for the account executive with the context attached. Both roles see the deal progress, and credit rules are set in advance to avoid disputes.
Not always. Many teams run renewals, success plans, risk alerts, and playbooks directly in Salesforce, especially when sales and support already work there. Dedicated CS tools can add depth in journey orchestration and in-app engagement. The deciding factors are how much product usage data you need to act on, how many CSMs you have, and whether a second system would split the account view your leadership relies on.
The usual path is to stream or batch usage events into Data Cloud, map them to accounts and contacts, and compute summary insights such as active users or feature adoption. Those summaries then surface on the account record and drive Flows. For simpler needs, a scheduled integration through MuleSoft or an API job can write rolled-up usage fields directly onto the account instead.
Yes, when it handles preparation rather than judgment. Useful tasks include summarizing recent case history before a call, drafting follow-up emails from meeting notes, answering routine how-to questions through a customer portal, and flagging accounts with no recent contact. The CSM still owns the strategy, the difficult conversations, and the commercial decisions. We set guardrails so agents only act on data they are permitted to see.
Most teams keep a single account owner and add a CSM lookup or account team role, so both people see the full record. Renewal opportunities typically belong to the CSM and expansion opportunities to the account executive, with rules for handoff and credit agreed in writing. Sharing settings and report filters then follow that model, which prevents duplicate outreach and forecasting double counts.
Our U.S.-based consultants bring 150 Salesforce certifications and experience going back to 2017, when we became a Salesforce Consulting Partner. For customer success work, that breadth matters because renewals touch billing, support, and product data at once. We design the renewal process with your CS and finance leaders first, then configure and integrate around it, and we train CSMs on the new habits before launch.
Implementation, integration, configuration, and managed services across the full Salesforce platform, from Sales and Service Cloud to Agentforce and Data Cloud.
Learn more →As a Gong services partner, we implement, integrate, and optimize Gong so revenue teams actually adopt it.
Learn more →Strategy and production AI, from use-case selection and governance to deployed agents on the platforms you already run.
Learn more →The systems, data, and rituals that make sales, marketing, and customer success operate as one revenue engine.
Learn more →Free 30-minute strategy session with a consultant who works with customer success leaders every week.
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