Growth Slowdown
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ARR Managed
Not just hypergrowth. A system that can be measured.
A leapfrog product can drive hypergrowth in spite of customer success, not because of it. As the market matures and competitors close the gap, the advantage fades and no one can say what customer success does or how it is measured. Carter Douglas reads the post-hypergrowth inflection, defines the operating model and its metrics for the first time, and gives the function a mandate it can be held to before churn becomes the first sign the product is no longer carrying the business.
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WHAT'S INCLUDED
Built to Make CS Measurable
We deliver a maturity assessment of the customer success system, a quantified view of the retention and expansion at risk as growth normalizes, a defined operating model with roles and ownership, a metrics and health framework tied to renewal, an accountability structure for the retention and expansion behind NRR, and a board-ready readout of the gap, the actions, and the expected impact across the next four quarters and beyond.
Retention Strategy
VOC Review
Board-Level KPI Design
Churn Root Cause Diagnosis
Coverage Model Design
Executive Workshops
Leadership Enablement
Executive Sponsor Development
Digitial Journey
Escalation Model
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How we engage
Read, Rebuild, and Operate
We begin with a rapid assessment of the team, the operating model, and the commitments already made to customers and to the board. We stabilize what is working, rebuild ownership, governance, metrics, and rhythms wherever they are unclear, and operate the function day to day. As the model holds, we define the permanent leadership profile and manage a clean handoff.
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BUSINESS IMPACT
