Customer success work samples
How I run customer success, in my own templates. The interview exercises use fictional customers and figures, and nothing here is client data.
Interview exerciseAt-Risk Account Recovery Kit
A health diagnostic and a recovery plan for an account whose usage is slipping, in a high-touch and a scaled version.
View 12 slides
Interview exerciseExecutive Review for a Skeptical Buyer
A business review for a customer who is fully live but skeptical of new AI features. The only ask is a follow-up date.
View 8 slides
Real workThe 12-Month Renewal Program
A countdown program that gives every team a job in each of the twelve months before a renewal.
View 9 slides
Real workProduct Adoption Scorecard
Shows a customer how much of what they own they actually use, area by area, and turns the gaps into a plan.
View 11 slides
Case studyStanding Up a Solution Consulting and Optimization Team
Reorganizing product consulting and standing up a team focused on adoption: 18% higher feature adoption and six-figure upsell.
View 5 slides
Real workIntegration Discovery Framework
A five-step discovery conversation that starts with the business problem, not the technology.
View 3 slides