The Problem I Solve
You know retention risk needs earlier flagging. You know your team needs consistent coaching frameworks. You know the platform you bought needs actual implementation, not just configuration.
But you're back-to-back on calls. Your senior CSMs are the only ones who can handle escalations. The urgent is drowning out the important, and that strategic project keeps getting pushed to next quarter.
You don't need a consultant to tell you what's broken. You need someone who can execute the fix.
How I Work
I work with CS leaders who know what needs to happen but don't have the bandwidth to make it happen. I take the strategic work you know matters and execute it so it actually gets done.
CS Team Assessment
You already know where your team needs support. But you can't get budget or internal buy-in based on your gut.
This assessment gives you the evidence and language from your team to justify the investment.
A structured diagnostic across six dimensions — Risk Identification, Risk Response, Cross-Functional Coordination, Judgment Under Pressure, Coaching & Growth, and AI Fluency — that surfaces what's actually broken, gives your team language to prioritize what matters, and creates the ammunition you need for internal conversations.
Delivered in 3-4 hours. Not an audit. A validation tool that turns "I think we need this" into "here's what the team is saying."
Operations Roadmap & Execution Support
You know coaching is inconsistent. You know cross-functional handoffs break down. You know your onboarding is patchwork. The question isn't what needs fixing — it's how to actually build it without it becoming another failed initiative.
I translate "we need to fix retention" into an executable plan with the right sequence, realistic timelines, and built-in behavior change.
That might look like: implementing your CS platform with your team (not just configuring it), building coaching frameworks and training your managers to use them, or assessing gaps and creating the roadmap to close them.
6-12 week engagements. I take the work off your plate and execute it with your team — not hand you documentation to implement yourself.
Why Work With Me
I've been the VP of CS who inherited the broken onboarding program and the patchwork processes. I've built the frameworks, run the implementations, and sat in the calls where a new CSM freezes up because they don't have a repeatable approach to fall back on.
I know what good looks like because I've done it. And I know where execution breaks down because I've felt it.
Let's Talk
If you're a VP of CS who knows what your team needs but doesn't have the capacity to execute it — and you need proof to get internal support — let's have a conversation.
rachel@rachelrewerts.comConnect on LinkedIn →