Fractional CS Strategy as a Service
The Exponential Growth Challenge
The often neglected powerhouse for exponential growth lies in growth from customer revenue.
Ignoring the compounding effect of acquisition, retention an expansion revenue for too long can be the beginning of the end.
A downward spiral accelerates: market saturates, customers leave, capital is burned, confidence and valuation drop.
Our Offering
You will not stop operation just to embark on a Customer Success Transformation program draining your resources.
But a well-dosed infusion of proven methodologies, best-practice vetting and exec sparring can be game changer with unbeatable ROI.
Small but the right adjustments are easier to implement and create lasting impact and an clearer trajectory.
Bring us in as agile Fractional CS Strategy advisors. We know how to approach the gaps. And we are driven as entrepreneurs ourselves.
Your Benefits
Our fixed budget approach with a flexible scope offers a flexible and targeted engagement to jointly work on optimizing your post-sales engine.
Partnering with cooplio gives you access to market-leading expertise and invaluable experience from cloud pioneers and scaling peers.
Monthly fees for a basic engagement start at less than half the salary of a junior hire.
Targeted outcomes
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Structured approach instead of reactive actionism – reliable processes instead of hectic ad hoc measures.
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Improved scalability of the CS team – A structured approach and automation prevent the CS team from being overloaded.
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More efficient resource allocation – focus on the right customers and measures instead of a watering can strategy.
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Improved cost-of-sales due to reduced churn – a targeted retention strategy reduces churn and increases net revenue retention (NRR).
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Clear cross-functional alignment between CS, Sales and Product – clear responsibilities and processes improve collaboration within the company
Sample engagement elements (Basic)
- Understand current state and desired outcomes (what is the status quo?)
- Jointly prioritize initial engagement focus areas (what needs to be done when?)
- Define depth and engagement balance (who does what how and to which extent*?)
- Establish a collaborative model for ongoing collaboration (how do work together?)
- Join status updates (to challenge and course correct)
- Provide 1:1 stakeholder sparring (to educate and guide overall success)
- Monthly 2-hour capability deep dives (to support evolution from strategy to execution – see outcome section)
- Ongoing and Ad-hoc 1:1 email feedback (to respond to queries)
Potential content structure
- As-Is Assessment based on interviews and documents
- Fit-Gap Analysis to recommended Target State
- Engagement Roadmap based on Evolution Priorities
- Recurring Revenue Strategy (e.g. Jobs-to-be-done and Accountabilities, Customer Segmentation, Resource Coverage)
- Customer Impact Strategy (e.g. Customer Value Metrics, Impact Journey)
- Support definition of standardized Processes and Playbooks for e.g.
- Customer Engagement (Onboarding, Adoption, Expansion, Advocacy)
- Customer Management (Health, Recovery, Success Planning)
- Revenue Management (Renewals, Expansion, Account Relationship Management)
- Organizational Evolution (CS operations, Performance management, GTM evolution)