Diagnose
Post-Sale Operating Blueprint
A fixed-scope diagnostic and roadmap that finds the real cause of a retention or post-sale performance problem before you spend money fixing the wrong thing.
The problem
- Retention, net revenue retention, or renewal predictability is worse than leadership expects, and the reasons are contested internally.
- Executives suspect the Customer Success team, but nobody has tested whether the constraint actually sits in ICP fit, sales expectation-setting, product maturity, onboarding, support, capacity, or organizational design instead.
- Leadership is being asked to approve a CS hire, a platform purchase, or a reorg without a shared, evidence-based view of what would actually fix the problem.
When it's appropriate
- You need an independent, evidence-based diagnosis before committing budget to headcount, software, or a reorganization.
- Internal opinions about the cause of the problem disagree, and the disagreement itself is slowing down a decision.
- You want a sequenced roadmap, not just a list of best practices.
What's included
- Structured interviews with executive and cross-functional stakeholders
- Retention, churn, and account-level data review
- Customer lifecycle mapping from sale through renewal
- Root-cause analysis distinguishing CS issues from ICP, sales, product, and support issues
- A prioritized 90-day action plan and longer-term roadmap
What's not included
- Ongoing execution of the roadmap (see Transformation Leadership)
- Software implementation or vendor negotiation
- A guarantee of a specific GRR or NRR outcome
Typical outputs
- Executive diagnosis with root-cause hypotheses and supporting evidence
- Customer lifecycle and ownership map
- Capacity and revenue-at-risk assessment
- Prioritized 90-day plan plus a longer operating roadmap
Likely timeline
Typically 3 to 5 weeks from kickoff to delivered roadmap.
Next step
Read the full Blueprint page
See the complete diagnostic scope, evidence reviewed, and qualification criteria.
Next step
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