For seed to Series A B2B companies

AI operating systems built for customer retention.

I map every post-sale action from onboarding to renewal. AI agents handle the prep work. The relationships stay with your team.

Monday report

This week · 4 items

What changed, what's due, in priority order.

  • Kestrel LabsDropped from Yellow to RedNew Red
  • Morrow HealthFirst-value milestone 6 days overdueOnboarding at risk
  • TidewaterRenews in 12 days · $210KRenewal
  • NorthpeakQBR Thursday · deck draftedOn track

Recommended: lead the week with Kestrel Labs and Morrow Health. The renewal and QBR are on schedule.

Sample weekly report for a CSM · fictional accounts

Four stages of customer success

Where is your team today?

In my experience, most seed and Series A teams sit between Reactive and Structured.

Not sure where your team sits? Take the self-assessment →
  1. 1

    Reactive

    The team spends its week putting out fires. No real health score, uneven onboarding, and churn that shows up too late to catch.

  2. 2

    Structured

    Some processes are documented and a few are automated, but CS still spends much of its time on manual, one-off work for each customer.

  3. 3

    Instrumented

    AI tools are in use and workflows are becoming repeatable, but management still lacks reliable insight into customer health.

  4. 4

    AI-Forward

    Agents assess risk, draft QBRs, and run onboarding. Your team spends its time on judgment calls, not data assembly.

What running it looks like

Built into your team's daily, weekly, and monthly habits.

A daily check catches what can't wait, the Monday report sets the week, and one report rolls everything up for the board.

Monthly retention report

Sample · fictional company

Net revenue retention

112%

▲ 4 pts vs. last quarter

Gross revenue retention

91%

▲ 2 pts vs. last quarter

Days to first value

16

▼ 9 days vs. last quarter

Account health mix

140 accounts

64% Green · 25% Yellow · 11% Red

Inside the system

A health score that signals risk accurately.

Five signals, weighted into one score that updates every week. Every account shows why it scored the way it did, so your team debates the evidence, not the number.

Alerts go out when an account's score moves more than 1.5 points in a week, up or down, flagging risk or a growth opportunity.

What goes into the score

  • Usage and adoption25%
  • Engagement20%
  • Support health15%
  • Financial health25%
  • Relationship15%
Red · 1.0–4.0
At risk this week Yellow · 4.1–7.0
Steady, watch it Green · 7.1–10
Healthy

What I build

Foundational modules, built around your team and product.

I start by assessing the tools you already own before recommending anything new. Which modules come first depends on your team, your product, and where the gaps are.

  1. 01Health scoringA weekly score for every account, with the reasons.
  2. 02Churn early-warningA risk register with a save play for each account.
  3. 03Expansion and renewal prepRenewal posture and expansion signals, months ahead.
  4. 04Onboarding and time to valueA 30/60/90-day clock that flags stalls the same day.
  5. 05QBR and EBR preparationAgents pull usage, support history, account notes, and goals into a first draft. The CSM adds the story.
  6. 06KPI reportingKey indicators reported to management every month to guide decisions.
  7. 07Customer supportClear severity levels and escalation rules, so urgent issues reach the right person fast.
  8. 08Voice of the customerFeedback themes routed to product, and loops closed.
  9. 09Team and account coverageSegments, book sizes, and when to rebalance.

Who this is for

Seed to Series A companies where post-sale is growing faster than the team running it.

For founders

You've bought new tools and the team is growing, but you need more repeatable structure. Maybe you're seeing early churn or expansion signals and need renewal playbooks. I build the system first, then hand it to the leader you hire.

Explore a sample playbook →

For investors

Your portfolio companies are adding customers faster than they can support them, and the data room only shows lagging indicators. I run customer diligence before you close, then give portfolio companies the retention systems they'd otherwise wait to hire for.

Diligence and portfolio support →

Find out where your post-sale motion can improve.

Let me know where your team needs support. We'll talk through what's working, what isn't, and whether I can help.