The Diagnostic
Find the revenue you're losing, and the plan to fix it.
In 6 weeks, we show you where your post-sales team is losing revenue to churn or leaving expansion on the table. You get an objective assessment, a prioritized plan, and the option to have us stay on to help you put it in place.
When companies bring us in
Retention is slipping
Renewals are coming in smaller, churn is creeping up, and leadership is asking hard questions.
Expansion has stalled
Customers are using the product, but no one owns the expansion conversation.
Post-sales leadership is changing
A new CRO or CCO wants a clear read on post-sales, or you want a plan in hand before hiring your next CS leader.
Built for B2B tech companies with an established post-sales team.
What we assess
Revenue
Retention, churn, and expansion. Where revenue is leaving and where it's being left on the table.
Structure and roles
Organizational layers, span of control, role clarity, how each role is measured, and compensation.
Customer experience
Customer journeys by segment, handoffs between teams, continuity, and how you engage each customer tier.
Talent and enablement
Skills, mindset, enablement, and your team's readiness for change.
How it works
6 weeks, with regular updates along the way.
- 1
Document and data review
We review your org charts, role descriptions, compensation plans, customer journey materials, business reviews, and metrics.
- 2
Leadership working sessions
One-on-one meetings and working sessions with your post-sales leaders.
- 3
Anonymous team survey
A survey of your post-sales team, reviewed with your leaders before it goes out.
- 4
Stakeholder interviews
A handful of targeted interviews with adjacent teams such as sales and professional services.
- 5
Customer call review
We listen to a sample of customer calls to see how your team engages customers today.
- 6
Live readout
We walk your executive sponsor through the findings and the plan.
What you walk away with
A written diagnostic report that includes:
- A maturity rating for each area we assess
- Key findings on where revenue is at risk and where the gaps are
- A comparison to established post-sales practices
- A prioritized, sequenced action plan, so you know what to fix first
Fixed scope, with a clear fee agreed up front. The plan is yours to keep and own.
We stay on for the hard part.
A plan only matters if it gets put into practice. Our team has sat in the CS seat and led post-sales teams through this kind of change, so when the readout is done, we can stay on to help you put the plan in place. That can include:
- Resegmenting your customer base
- Redesigning compensation plans
- Standing up a new org structure
- Rolling out systems and AI tools
- Building tech-touch and digital motions
- Training and coaching your team
Our founder's track record
8 points
Lifted gross retention 8 points on a $16.5M book in a single quarter.
$1.4M
Uncovered $1.4M in expansion inside an existing customer base.
$2M to $30M
Grew revenue in region from $2M to $30M while the company grew from $65M to $550M through a successful IPO.
+$1M ARR
Drove $1M in incremental ARR in six months, at 150% to target.
Your questions answered
Ready to find out where your revenue is going?
Book a short conversation with our team to see if a Diagnostic is the right fit.