What I do
There are three ways to work with me. Most start with the diagnostic and then go from there.
Stage 01: Start here
The Customer Growth Diagnostic
A structured assessment of your existing customer growth engine. I work directly with your leadership team, your revenue data and a sample of customers.
At the end you have a clear picture of where growth and risk sit across your customer base, which areas deserve attention first, and what to do about them.
What it covers
- Revenue concentration and customer cohort analysis
- Renewal patterns and risk assessment
- Expansion gaps and upsell opportunity
- Team structure and commercial ownership
- Operating rhythms and forecasting capability
Investment
£5,000 to £15,000 depending on business size and complexity
Timeline
2–3 weeks
Works with
CEO, CRO, Head of CS/AM and other functional heads as required
Stages 02–04: The full engagement
Build and embed the Predictable Revenue Growth System™
For businesses that want to go beyond the diagnostic and build the commercial system.
A segmentation model and growth map. Understand which customers deserve investment, where to adapt your approach and who is going to do what.
The commercial system, following the customer journey from pre-sales to in-life. Includes hand-off approach, upsell playbooks, growth plans, incentive design, renewal governance.
Working alongside your leadership team to embed the new approach into the daily rhythm and routines of your business.
Investment
Bespoke, based on complexity of engagement.
Timeline
Follows completion of diagnostic. Typically no longer than 90 days
Works with
Head of CS/AM, Sales and other functional heads as required
*Need more hands-on support? I can stay embedded 2 to 3 days a week beyond day 90, until the system runs without me.
Stage 05: Ongoing
Advisory
A consistent ongoing perspective as the new changes become business as usual. This is also available as a standalone service if you want a senior, outside sounding board.
What it covers
- Confidential sounding board for leadership
- Flexible in format, available when needed
- Standalone retainer, no full engagement required
Investment
Monthly fee based on level of support required
Timeline
Flexible or defined blocks as required
Works with
CEO, CRO, Head of CS/AM
Common questions
You might be asking yourself
What do you need from us to get started?
Access, data and decision-making. I need time with the right people, typically the CEO or CRO, plus heads of CS, Sales and RevOps, your customer data (CRM, billing, renewal records), and a leadership team willing to act on what I find.
I do the heavy lifting. Analysis, frameworks, governance design, dashboards and team alignment. You contribute context and decisions.
On time commitment: expect the CEO or CRO to invest 3–4 hours per week in the first 30 days, reducing to 1–2 hours per week once the system is embedded.
Who owns the system after you leave?
You do. Everything built is designed to be owned and operated by your team without me. The frameworks, dashboards, playbooks and operating rhythms are yours.
And my goal is to make myself unnecessary by the end of the 90 days.
What's the guarantee?
If the Customer Growth Diagnostic does not identify at least 3× its fee in expansion opportunity, renewal risk or revenue concentration insight, the fee is refunded in full.
I guarantee the insight, not the commercial outcome. NRR improvement depends on product quality, market conditions, team capability and execution, things outside my control.
Where does AI fit?
Your teams are likely already using it. However, is it saving them time and helping to grow revenue from customers? Most can't be sure.
It will supercharge whatever you put in. Recommendation engines or automated workflows will only be as valuable as the data they run on. Without a clear strategy and good data, AI will create more uncertainty or worse, chaos.
Once the approach is designed, we use the tools you have, and AI where it makes sense, to accelerate the plan. This could be adjusting the rules in your CRM to flag renewal risk, turning individual prompts into shared, maintained skills the whole team uses, or connecting workflows to proactively identify upsell.
I already have a CS team. Do I still need this?
Probably yes. Most CS teams are operational, they manage relationships, handle support and conduct QBRs. Very few have a structured expansion and renewal system that gives leadership visibility and drives predictable growth.
Having a CS team and having a commercial system are different things. The system defines how the team prioritises, what they do with different account types, and how they are held accountable for commercial outcomes.
Isn't this just RevOps?
No. RevOps improves visibility and builds workflows. It is an important function and I work alongside it.
What I build is different. The commercial system that sits above the tooling: segmentation, expansion and renewal frameworks, operating rhythms and cross-functional commercial ownership. RevOps makes the system run. I design and build the system itself.
Isn't this CS consulting?
No. CS consulting improves customer experience and relationship management. That matters, but it is a different job.
I build the commercial motion between Sales, CS, RevOps and Finance that makes customer growth predictable. The output is infrastructure: segmentation, playbooks, governance, dashboards and operating rhythms. Not advice on how to run better QBRs.
Not sure where to start?
The diagnostic is the right first step for most businesses. A short discovery call will confirm whether the timing is right.
Book a discovery call