Consulting

Having built, led and scaled Customer Success teams in a variety of SaaS + Tech Enabled Service businesses, Jenny Calvert specializes in early-mid stage Customer Success Organizations; helping to lay the foundational elements for success (and/or rebuilding existing foundations, where needed).

A strong foundation in Customer Success is mission critical, ensuring all of the key elements are in place to drive improved internal alignment, revenue, customer retention and engagement; not just for today, but for sustainable growth and evolution in the future.

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Our Process

Every engagement starts with a Customer Success Maturity Assessment and a Goals + Vision Review to establish a foundational framework of your organization’s strengths, weaknesses and opportunities. You’ll have a solid understanding of where your Post-Sales/Customer Success organization is- and a roadmap to help bridge the gap between the current and future state, elevating your organization to the next phase(s) of maturity. From here, we’ll partner to define the full statement of work in our engagement- and what type of services best suit your unique needs. From strategic consulting to full fractional support.

People

We’ll uncover the strengths and opportunities within and beyond your existing team(s). We’ll identify any gaps- and provide both a talent profile and a role overview to help identify and hire the right fit.

Processes

By understanding what is/isn’t working in your existing processes today, we’ll lay out and identify key playbooks, frameworks and/or process flows that drive both customer and company goals + outcomes.

Technology

Uncover opportunities to invest in new tools, adjust workflows in existing tools, surface relevant data and insights or (re)design your post-sales tech stack entirely.

Strategy

Evaluate where to double-down and where to pull-back. This includes: professional services, education, digital/scale, community and engagement models.

Sample Deliverables