Rachel Rewerts

How I Work

How engagements run, what I take on, and how to get started.

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)

Start with a fixed-scope audit, take on a project, or keep me on retainer. See Ways to Engage below.

Sample Types of Work

Planhat Audit

Is your Planhat setup helping your team, or are they working around it?

A four-week, fixed-scope review of how your CS platform is configured and how your team actually uses it.

This is a genuine evaluation, not a sales pitch for a rebuild. Sometimes the answer is targeted fixes; sometimes it’s a clean start.

What You Get:

  • Stakeholder interviews across CS, Onboarding, Renewals, and Ops
  • CSM survey: what they trust, what they work around, where their time goes
  • Configuration review: health scores, data flows, integrations, automations, and admin ownership
  • Written findings and recommendations, from quick fixes to full rebuild
  • 30-minute executive readout with Q&A

Best for teams 6+ months into Planhat who aren’t getting the value they expected.

Planhat Implementation & Health Score Design

A health score your CSMs trust — because it reflects what actually predicts risk.

Hands-on implementation, from data architecture to CSM enablement.

I act as your project lead and builder, so your team isn’t stuck translating between the vendor and internal stakeholders.

What You Get:

  • Health score factors, weights, and bands built from your churn and renewal data — fully automated, no manual CSM inputs
  • Integration planning across CRM, product analytics, support, call, and calendar tools
  • Operational health kept separate from renewal forecasting, so each signal lives in one place
  • Validation against live data before go-live
  • CSM enablement program and admin handoff

Best for new Planhat customers, or teams rebuilding after an audit.

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

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)

Ways to Engage

Start small, go deep, or keep me on your bench.

Fixed-Scope Audit

Four weeks, a defined deliverable, and an executive readout. A Planhat Audit or CS Team Assessment.

Starting at $3,500
Project Engagement

Implementations, playbook builds, and roadmap execution, scoped to your outcomes. Typically 6 weeks to 6 months.

$5K–$25K, scoped by complexity
Fractional CS Leadership

Ongoing advisory or fractional VP of CS support on a set weekly cadence. Often the natural next step after an audit.

Monthly retainer, from $4,500/month

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.


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