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.
You invested in the AI tools. But your team is still working the old way. The CSP has features no one touches. The automation you bought isn't running. And you can't tell if it's a training problem, a trust problem, or a workflow problem.
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.
Why Leaders Hire 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've operated inside the pressure cooker — M&A integration, shared services tension, rapid scaling with limited resources.
| Post-Acquisition Integration |
At CM Group (now Marigold), I led CS through a multi-entity merger. I know what breaks when you combine orgs with different tools, processes, and customer expectations — and how to stabilize fast. Improved managed retention to 94% during integration period • NPS 17 → 38 |
| Rapid Scaling Under Pressure |
At Wunderkind, I built a global CS org from zero to 20 people while maintaining 96% GRR. I assess fast, decide faster, and know what can wait vs. what can't. Doubled ARR per CSM from $500K to $1M–1.5M in 18 months • 60% increase in ARR/FTE |
| Operational Efficiency |
At Unibuddy, I reduced onboarding time-to-value from 60 to 14 days and built scalable playbooks that improved CS efficiency 35% while navigating shared services complexity. CSM presentation prep: 5 hours → 45 minutes • Product adoption +32% |
| What This Means for You |
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How I Work
Every engagement starts with listening first. We'll discuss your business outcomes, challenges, and constraints to figure out what actually needs fixing.
From there, you have options:
Option 1: Diagnose → Plan → Execute
I assess your CS team's current state (risk identification, tool adoption, escalation processes), create a prioritized roadmap, and implement the fixes. This works best when you're not sure what's broken or where to start.
Option 2: Execute Your Plan
If you've already done the diagnostic work and know exactly what needs to happen, I can jump straight into implementation. I'll still validate your plan against what I'm seeing, but we skip the formal assessment phase and move directly to execution.
Either way, you get someone who listens, validates what's actually happening, and executes with context — not a consultant who only writes reports or one who implements without understanding your reality.
Typical Engagement Flow:
→ Discovery call (30 min) — understand your situation
→ Scope proposal — diagnose + execute OR execute only
→ Engagement (4 weeks to 6 months depending on scope)
Most engagements range from $5K-$25K depending on complexity and timeline.
Sample Types of Work
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 executive-ready findings from your own team to justify the investment — and shows you exactly where operational gaps are costing you revenue retention.
View the 7-Pillar Diagnostic Framework →
A structured assessment across Risk Intelligence, Response Capability, Cross-Functional Flow, Judgment Under Pressure, Coaching & Growth, Workload Sustainability, and Tools & Automation — surfacing what's actually broken, what's just underwater, and what quick wins exist in weeks 1-4.
What You Get:
- 14-day diagnostic using proven 7-pillar framework
- Executive-ready findings presentation (Week 3)
- 100-day implementation roadmap (Week 4)
- Prioritized gap analysis tied to revenue risk
AI Maturity Workshop for CS Leaders
Your team has the tools. They're just not using them the way you thought they would.
This workshop helps CS leadership teams build their own AI maturity model in a structured, single-day engagement.
You don't need another vendor telling you what AI can do. You need to understand where your team actually is — relationship-based CS vs. outcome-based CS — and what specific behaviors need to shift before any AI tool will stick.
What You Get:
- Facilitated offsite (virtual or in-person)
- Current-state AI fluency diagnosis
- Phased maturity model specific to your business
- Executable 90-day roadmap
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.
What This Looks Like:
- Playbook builds (onboarding, risk response, QBRs)
- CS platform implementation (not just configuration)
- Coaching frameworks + manager training
- Tool/automation strategy and rollout
- Cross-functional alignment (Sales/Product/Support)
Let's Talk
If you're a CS leader who needs executive-ready evidence to justify investment, a PE partner conducting due diligence, or navigating post-acquisition integration — let's have a conversation.
rachel@rachelrewerts.comConnect on LinkedIn →