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Escalations own the calendar
Technical issues, overpromised deals, at-risk accounts — every hour spent firefighting is an hour not spent building the systems that prevent the next fire.
For CS leaders with real experience and good instincts — but too busy firefighting to catch up. 20 years of enterprise CS condensed into a system you can start this week.
Technical issues, overpromised deals, at-risk accounts — every hour spent firefighting is an hour not spent building the systems that prevent the next fire.
Processes aren't broken — they're just not built for scale. "Good enough to survive" and "built to be proactive" are very different operating modes.
Everyone agrees CS needs to evolve. No one funds the move. Reactive teams stay reactive — until churn forces the conversation that should have happened a year ago.
A CS team stuck in reactive mode isn't failing visibly — it's quietly leaving value on the table. Churn that could have been caught early, expansion that never got surfaced. The damage compounds before anyone puts it on a slide.
Everything you need to rebuild your CS org — frameworks, templates, dashboards, and the week-by-week plan to deploy them.
A week-by-week plan that turns reactive teams into proactive ones. Diagnose, stabilize, systemize, scale.
QBR decks, health scoring, escalation playbooks, renewal motions — production-ready, not theoretical.
Stop measuring activity. Start measuring outcomes that compound.
Pods, segments, ratios, and career ladders that scale past 20 CSMs.
Turn CS into a revenue engine without becoming sales.
Operating cadences with Sales, Product, and Support that actually stick.
Two decades of enterprise CS leadership — scaling teams from a handful of CSMs to 100+, surviving M&A, and turning churn problems into expansion engines. Every framework in this toolkit has been deployed in the field, refined under pressure, and shipped with teams who didn't have a quarter to spare.
Susan has led CS transformations at enterprise SaaS companies for 20+ years. She knows where these plans break down — and how to keep yours on track.
Every other CS resource is built for individual contributors. This is built for the leader who has to rebuild the whole system while running it.
Enterprise SaaS, Series B through IPO, post-acquisition, vertical SaaS, platform plays. The patterns in this toolkit come from organizations where CS had to work — not ones where it was optional.
A CS consultant charges $150–250/hr. Two sessions with Susan alone are worth 2–3× the price.
Losing one enterprise account can cost $500K+. This helps you catch it before it leaves.
Every other CS resource is built for CSMs. This is built for the person leading them.
Join the early access list. Be first to know when the toolkit drops — and lock in $97 before the price moves to $197 at launch.