CUSTOMER SUCCESS and RETENTION
The sale is a start.
Build what comes after.
Make onboarding, adoption, account reviews, and renewal preparation part of one connected customer experience. Give the relationship the attention it needs beyond the first yes.
A stronger start.
A longer relationship.
A longer relationship.
Experienced people. Real work. ↗
THE PRIORITY
Customer Success and Retention
THE APPROACH
Strategy. Specialists. Shared momentum.
THE DELIVERY SCOPE
Customer success capacity from onboarding through renewal readiness.
Customer success builds adoption and ongoing value. Support tickets, sales closing and executive leadership are separate responsibilities unless explicitly scoped.
WHAT WE CAN DEFINE TOGETHER
01
Sales-to-success handoff
02
Onboarding and account-health plan
03
Value review and renewal preparation
The outputs, responsibilities and review points are agreed before work begins.
Discuss this scope ↗SELECTED COMPANY EXPERIENCE
Experienceyou can build on.
Selected experience across SPG leadership and delivery partners. These logos reflect collective experience, not a single SPG client list.
Explore company experience ↗YOUR WORKING WORLD
The priorities are clear.
Who is moving the work?
Put the customer success and retention priorities into a shared plan, with people who can own the agreed work and keep the handoffs connected.
Keep the decisions that belong with your leadership. Give the agreed responsibilities a clear owner.
Put support around this priority ↗LESS ON YOUR DESK. MORE IN MOTION.
YOUR WORKING WORLD
BEFORE SPG
Everything comes
back to you.
Add SPG
YOUR LEADERSHIP TEAM
The vision. And every detail.
The work is ready. Your calendar isn’t.
4 priorities
on your desk
on your desk
01
Handoff
A clear brief. A responsible owner.
Needs your attention
02
Onboard
A clear brief. A responsible owner.
Needs your attention
03
Adopt
A clear brief. A responsible owner.
Needs your attention
04
Review value
A clear brief. A responsible owner.
Needs your attention
Too many priorities. Too few clear owners.
Build my team↗
LESS ON YOUR DESK. MORE IN MOTION.
YOUR WORKING WORLD
WITH SPG
Your direction.
Shared momentum.
SPG added
YOUR LEADERSHIP TEAM
Stay close to the big decisions.
Keep the direction. Give the work clear owners.
Your focus
the next move
the next move
01
Handoff
A clear brief. A responsible owner.
Account Manager
02
Onboard
A clear brief. A responsible owner.
Onboarding Specialist
03
Adopt
A clear brief. A responsible owner.
Customer Success Manager
04
Review value
A clear brief. A responsible owner.
Customer Insights
Specialists move the work. Your account manager keeps it connected.
Build my team↗
THE CAPABILITY BEHIND THE AMBITION
Big thinking.
Hands-on follow-through.
Explore the work we can put around your next move.
CONNECT THE RIGHT EXPERTISE
Make the promise after the sale as strong as the pitch.
01
Sales-to-success handoff
Capture commitments, customer context, success goals, and internal responsibilities.
WHAT THE WORK CAN INCLUDE
Handoff template, customer brief, success goals, and responsibility map.
02
Onboarding
Build onboarding plans, communications, implementation coordination, and early-value milestones.
WHAT THE WORK CAN INCLUDE
Onboarding journey, communications, implementation checklist, and value milestones.
03
Adoption programs
Help customers understand the product or service and use the capabilities that matter.
WHAT THE WORK CAN INCLUDE
Adoption plays, learning materials, usage reviews, and customer communications.
04
Account health
Define useful signals, feedback loops, risk reviews, and proactive account actions.
WHAT THE WORK CAN INCLUDE
Health framework, risk register, account-review templates, and action plans.
05
Renewal readiness
Prepare the evidence, timelines, conversations, and internal coordination behind renewals.
WHAT THE WORK CAN INCLUDE
Renewal calendar, value summary, account plan, and stakeholder preparation.
06
Expansion and advocacy
Connect customer value to appropriate expansion opportunities, references, and feedback.
WHAT THE WORK CAN INCLUDE
Expansion briefs, advocacy workflows, feedback themes, and cross-team follow-up.
WHEN SPG HELPS MOST
You know what needs to happen.
Let’s put the work in motion.
A stronger start.
A longer relationship.
A longer relationship.
A CLEAR PRIORITY IS ENOUGH TO START ↗
01
A priority that matters.
The handoff from sales to delivery is inconsistent.
02
A gap worth closing.
Customer support is reactive rather than planned.
03
A next move to make.
Renewal and expansion work needs more structure.
YOUR PEOPLE AROUND THE PRIORITY
Clear roles.
Connected work.
From executive direction to specialist delivery. Explore the people and responsibilities behind each practice.
YOUR DIRECTION
Your company
You and your leadership team
OPTIONAL EXECUTIVE ADD-ON
Fractional executive
Strategy, decisions, and functional leadership. Scoped and priced separately.
YOUR DAY-TO-DAY CONNECTION
Account manager
Priorities, communication, and delivery coordination
Choose a practice to explore its team structure.
THE CUSTOMER SUCCESS PRACTICE
Turn customer commitments into onboarding, adoption and renewal readiness.
Select a branch to expand or collapse
EXECUTION PRACTICE
- PRACTICE LEADERSHIPCustomer Success Practice Lead
- DELIVERY COORDINATIONCustomer Success / Account Manager
OPTIONAL ADD-ON
EXECUTIVE LEADERSHIP
Fractional CRO
Senior strategy, decisions, and functional leadership.
Added to your engagement when needed.
Scoped and priced separately.
- Onboarding Lead
- Implementation Coordinator
- Customer Training Specialist
- Adoption and Health Lead
- Customer Success Specialist
- Customer Insights Analyst
- Retention Lead
- Renewal Preparation
- Value Reviews
- Lifecycle Operations
- CRM and Customer Data
- Sales-to-Success Handoffs
THE MARKETING PRACTICE
Build demand. Shape the story. Bring the launch to life.
Select a branch to expand or collapse
EXECUTION PRACTICE
- PRACTICE LEADERSHIPMarketing Practice Lead
- DELIVERY COORDINATIONAccount / Marketing Manager
OPTIONAL ADD-ON
EXECUTIVE LEADERSHIP
Fractional CMO
Senior strategy, decisions, and functional leadership.
Added to your engagement when needed.
Scoped and priced separately.
- Growth Lead
- Product Marketing Specialists
- ABM Specialists
- GTM Specialists
- Content Lead
- Copywriter
- SEO Specialist
- AEO / AI Visibility Specialist
- Social Specialist
- Creative Lead
- Designer
- Video Specialist
- Web Designer
- Performance Marketing
- Paid Media Specialist
- CRO Specialist
- Marketing Ops
- CRM Specialist
- Email Specialist
- Automation Specialist
- PR / Comms
THE SALES PRACTICE
Create conversations. Progress opportunities. Close the right deals.
Select a branch to expand or collapse
EXECUTION PRACTICE
- PRACTICE LEADERSHIPSales Practice Lead
OPTIONAL ADD-ON
EXECUTIVE LEADERSHIP
Fractional CSO / CRO
Senior strategy, decisions, and functional leadership.
Added to your engagement when needed.
Scoped and priced separately.
- Sales Manager
- AEs / Closers
- Account Managers
- SDR / BDR Manager
- SDRs / BDRs
- Revenue Operations
- CRM Admin
- Sales Ops Analyst
- Data / Reporting
- Automation
CONNECTED SPECIALISTS
Sales Enablement Specialist
Proposal / Deal Desk Specialist
Revenue Operations connects into Sales as a dedicated practice. Explore its own structure in the RevOps tab.
THE REVENUE OPERATIONS PRACTICE
The systems, data, and automation behind your sales engine.
Select a branch to expand or collapse
EXECUTION PRACTICE
- PRACTICE LEADERSHIPRevenue Operations Practice Lead
- DELIVERY COORDINATIONRevOps Manager
OPTIONAL ADD-ON
EXECUTIVE LEADERSHIP
Fractional CRO
Senior strategy, decisions, and functional leadership.
Added to your engagement when needed.
Scoped and priced separately.
- CRM and Systems Lead
- CRM Administrator
- Systems Integration Specialist
- Sales Automation Lead
- Lead Routing and Follow-up
- Workflow Automation Specialist
- Revenue Intelligence Lead
- Sales Ops Analyst
- Pipeline and Forecast Reporting
- Data Quality Specialist
- Lifecycle Operations
- Marketing-to-Sales Handoffs
- Customer Lifecycle Automation
THE AI PRACTICE
Useful workflows. Capable people. Responsible adoption.
Select a branch to expand or collapse
EXECUTION PRACTICE
- PRACTICE LEADERSHIPAI Practice Lead
OPTIONAL ADD-ON
EXECUTIVE LEADERSHIP
Fractional CAIO
Senior strategy, decisions, and functional leadership.
Added to your engagement when needed.
Scoped and priced separately.
- AI Solutions Architect
- AI Agents / Assistants
- RAG / Knowledge Systems
- LLM Integration
- Custom AI Applications
- Automation Engineer
- Workflow Automation
- Process Integrations
- AI/ML Engineer
- Model Integration and Evaluation
- Data / Analytics Engineer
- Data Pipelines and Analytics
- AI Governance and Risk
- Controls and Responsible Use
CONNECTED SPECIALISTS
AI Training and Enablement
AI Adoption / Change Management
THE TECHNOLOGY PRACTICE
From product discovery to apps, websites, and reliable releases.
Select a branch to expand or collapse
EXECUTION PRACTICE
- PRACTICE LEADERSHIPTechnology Practice Lead
OPTIONAL ADD-ON
EXECUTIVE LEADERSHIP
Fractional CTO / CIO
Senior strategy, decisions, and functional leadership.
Added to your engagement when needed.
Scoped and priced separately.
- Product Manager
- Product Discovery
- Roadmap and Requirements
- Engineering Lead
- Frontend Engineer
- Backend Engineer
- UX/UI Lead
- UX/UI Designer
- Cloud / DevOps
- DevOps Engineer
CROSS-FUNCTIONAL DELIVERY
- QA Engineer
- Testing and Release Quality
- Systems / Integration
- CRM / ERP / API Specialist
- Security / IT
- Security and Infrastructure
THE FINANCE PRACTICE
Connect executive decisions to clear numbers and dependable financial operations.
Planning → financial execution
EXECUTION PRACTICE
- Planning and analysisFPandAForecasting · Budgeting · KPIs · Scenarios · Unit economics
- Close and financial controlControllerReporting · Policies · Controls · Revenue recognition · Audit readiness
- Transactional executionAccountingBookkeeping · AP / AR · Reconciliations · Billing · Expenses · Journals · Accruals
OPTIONAL ADD-ON
EXECUTIVE LEADERSHIP
Fractional CFO
Financial strategy · Capital · Board · Decisions
Added to your engagement when needed.
Scoped and priced separately.
SYSTEMS and DATA
ERP
Billing
AP
Payroll
Banking
Integrations
Data
Automation
Dashboards
Models
SPECIALIST OVERLAYS
MandA Finance
Technical Accounting
Transaction Readiness
Transformation
Vertical Finance Expertise
THE OPERATIONS PRACTICE
Clear processes and dependable delivery across the business.
Select a branch to expand or collapse
EXECUTION PRACTICE
- PRACTICE LEADERSHIPOperations Practice Lead
- DELIVERY COORDINATIONOperations / Account Manager
OPTIONAL ADD-ON
EXECUTIVE LEADERSHIP
Fractional COO
Senior strategy, decisions, and functional leadership.
Added to your engagement when needed.
Scoped and priced separately.
- Delivery Lead
- Project Manager
- Delivery Coordinator
- Process Lead
- Process Improvement Specialist
- Documentation Specialist
- Business Operations
- Resource Coordination
- Systems and Reporting
Executive leadership is an optional addition to execution engagements. Explore each practice to see how the roles connect.
One shared plan. Clear responsibilities. Regular progress reviews.
Build the team around your priority ↗A WORKING RHYTHM
Make progress visible.
Keep decisions moving.
01
Review onboarding milestones and customers needing attention.
02
Coordinate account actions, adoption, and unresolved commitments.
03
Prepare value reviews, renewal plans, and customer insight.
SET UP FOR USEFUL WORK
What we establish
before we begin.
A clear brief protects your time and gives the team a practical starting point.
✓
Customer segments, promises made, and success definitions
✓
Onboarding data, account history, and current systems
✓
Clear ownership between sales, delivery, support, and success
DEFINE SUCCESS TOGETHER
Useful measures.
Connected to your business.
We agree the baseline, reporting definitions, and review criteria during scoping. Measures depend on the work, not a generic promise.
01
Time to value
02
Adoption signals
03
Renewal readiness
04
Customer health
A CLEAR WAY IN
Start with the support
your priority needs.
SENIOR PERSPECTIVE
Executive advisory
Guidance for strategy, priorities, and key functional decisions.
From $3,500
Discuss advisory ↗/ month
COORDINATED DELIVERY
Execution team
Specialists with account and delivery management around an agreed scope.
From $12,000
/ month
Executive leadership is an optional addition, scoped and priced separately.
Build your team ↗A DEFINED INITIATIVE
Focused project
Clear deliverables, responsibilities, and completion criteria.
From $6,500
Scope a project ↗/ project
USD. Your proposal confirms capacity, term, deliverables, and any third-party costs. Advisory is distinct from embedded functional leadership.
BEFORE WE BEGIN
Your questions.
A clearer decision.
How does customer success work with Sales and RevOps?
Sales passes the customer context and commitments into onboarding. Customer Success owns agreed adoption and account actions. RevOps supports shared systems and reporting. The scope defines renewal conversations, escalation paths and any expansion handoffs.
Who coordinates the specialists?
Account and delivery management coordinate the agreed work, priorities and handoffs. Specialist roles and capacity are defined by the scope. Fractional executive leadership is an optional addition, priced separately.
Can you work alongside our existing people?
Yes. The scope identifies retained responsibilities, required access and the handoffs between your internal team, existing partners and SPG.
How are scope and investment agreed?
Your proposal confirms responsibilities, deliverables, capacity, term and investment. Additional leadership, third-party costs and changes to scope are identified separately before you commit.
KEEP THE WORK CONNECTED
Explore what sits alongside it.
YOUR PRIORITY
A clearer plan.
The right people.
Work in motion. ↗
ONE PARTNER. MORE WAYS FORWARD.
LET’S TALK ABOUT YOUR NEXT MOVE
What needs
to moveforward?
Tell us the priority. We’ll help shape the leadership, team, or focused project around it.
- 01Start with your business context.
- 02Define the work and the right people.
- 03Agree the scope and investment.
A conversation first. A clear proposal before you commit.
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