Stand up a customer success and support function that scales without breaking quality.
Most CS teams scale with linear headcount and degrade quality. A coverage model + tiered SLAs + health-score system + QBR cadence is the only way to scale CS without breaking the customer relationship.
A senior-led delivery sequence — not a template dump. Each phase is operated with your team, not handed over as a deck.
Map current CX / CS / support org, ratios, tooling and SLA performance against ARR coverage.
Design tiered coverage (high-touch / tech-touch / pooled) with CSM ratios and account-load math.
Build the CSM playbook library — onboarding, QBR, expansion, save, renewal — with templates and triggers.
Construct a multi-signal customer health score (usage, sentiment, support, payment) with auto-routing.
Deploy on modern CS platform; install the weekly ops review and renewal forecasting.
3–4 weeks