Customer success shouldn't break when it matters most

Carter Douglas was built on one conviction: customer success breaks at predictable inflections. We catch them early, rebuild what broke, and run it until it holds. That conviction came from three decades of doing the work, not observing it. The same pattern held every time. A business hits a turn its customer success model was never built for, and the reflex is to add headcount, buy tools, or replace the leader, instead of rebuilding the model underneath. Carter Douglas exists to do the harder thing: diagnose the inflection, rebuild the operating model, and run it until it holds. Not advice from the outside, an operator inside the work.