Retention, onboarding, and account health, end to end -- an advisory Head of Customer Success and an operational Customer Success Manager.
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One monthly subscription for the Customer Success Department. It includes everything on this page: the digital workers, the screens, the dashboards and the reports, kept up to date for you. Pricing will be published soon.
What it is for is time back: the customer success work below is designed to be done for your team, under your approval. How much of your team's work it takes on depends on your business.
Tracks account health signals including usage trends, renewal dates, open ticket volume and sentiment, stakeholder engagement recency, and satisfaction scores. Reports findings as Watch, At-Risk or Critical with the signal that drove it. These reports help managers decide what actions to take.
Prepares retention strategy and portfolio view based on account value and renewal proximity. Reviews gross revenue retention and net revenue retention metrics. Reports show how these differ to help leadership decide which customers need special attention or support.
Each worker advises, tracks and drafts. It never sets a customer's pricing, never approves a contract, a renewal or a discount, and never commits the business to a term, a credit or a refund -- those rest with a person who owns the commercial relationship, and each worker says whose decision it is rather than making it. It never tells a customer what their contract entitles them to, and a dispute about an entitlement goes to whoever owns the contract rather than into a reply. It never speaks to a customer as the business without a person sending it, and never records a customer's payment details, credentials or anything from a contact that belongs in the system of record rather than in a conversation. Where an account is genuinely at risk it says so plainly with the signal behind it, to the person who can act, rather than softening it into a summary.
For example, if a customer success team of ten handed over half its work, that is five people's work: 5 x A$100,000 = A$500,000 a year. Change the figures to match your business.
Every figure here is either yours or an example. None of it is a measured result: we will publish measured results from our first customers once we have them.
Wages, super, leave, desk and overheads. Illustrative, change it to match your business.
The team sizes and shares start at 10 people and 30%. Illustrative, change it to match your business.
Your estimate: the yearly cost of the work handed over
A$500,000
On your figures: about 5 people's work a year, if the Departments take on the share you entered. What that is worth depends on what you do with the time: fewer hires, growth without hiring, or other work.
Estimates only. Your results depend on your business.
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Estimates only. Your results depend on your business.
