Customer LEAD growth.
A customer-centeric approach to retaining and growing revenue.
Move your organization beyond early-stage growth by building a scalable Customer Success function.
Why invest in Customer Success?
At its core, Customer Success is the function and discipline responsible for ensuring customers realize value from your product or service. When Customers achieve high levels of value, they stay customers longer, are satisfied and become advocates, and spend more with your organization.
Key outcomes of an effective Customer Success function:
Improve revenue retention and reduce churn
Sell more to existing customers and increase contract value (NRR)
Grow customer lifetime value (LTV)
Close more deals - by creating wildly successful customers that become advocates
Improve your product roadmap with customer insights
You are growing… and so will your approach to scaling your customers.
In the beginning, the relentless focus on customer acquisition created sales traction and a customer base. With this progress comes a new framework required for growth that calls for high performance in customer acquisition and customer growth + retention.
To truly accelerate growth, a company is often faced with addressing the following common customer challenges:
Formalizing the Customer Success function as a key revenue driver alongside the sales and marketing function
The ability to consistently deliver (and show) value to customers as the foundation of preventing churn and increasing revenue expansion
A talent or experience gap in scaling the Customer Success function that needs to be addressed to keep up with the demands of the business
The recognition that current Customer processes won't scale and are weighted heavily on people and not scalable processes
Services
Fractional Head of Customer Success
This engagement provides both dedicated leadership for the ongoing needs of the business and a sprint-style roadmap of deliverables to build capabilities. Designed to accelerate the development and performance of your Customer Success function — a great fit for companies that aren’t quite ready for a VP of Customer Success but need experienced leadership on the team.
Limited engagements are available, fractional engagements are offered in 12 or 24-week sprints.
Playbook Development
A project-based engagement designed to tackle a specific area of need in your customer’s journey. Need help with building an onboarding playbook? Improve your renewal process?
An effective playbook provides the process and tools your team needs to deliver consistently.
Leadership Advisory
Ongoing support through bi-weekly advisory sessions and retainer-based consulting access.
Designed to provide leadership or the Customer Success lead with access to effective guidance to build the Customer Success function and address specific topics limiting the business's growth.
Who I help
I work with growth-focused, B2B companies with revenue traction and need to accelerate the development of their Customer Success function to drive customer value and support their overall growth strategy.
Where to start?
Understanding your organization, revenue model, and goals is fundamental to evaluating the impact of Customer Success on your growth.
Ensuring we are a good fit to collaborate through an engagement is key to a successful partnership. Before proposing any solutions, we spend a few sessions together digging into the needs of your team, coming up with overall engagement direction and finally a recommendation for which engagement is right for your company.
About
I like to build things. Whether it’s a company, a team, a plan, a scalable process or even a cabin, driving progress and being a builder is who I am. The decision to start Passing Lane was rooted in my passion for entrepreneurship and a desire to support growth-minded leaders to build great companies.
An attraction to entrepreneurship has been baked into my DNA and drove me to build my first company at 19-years-old with another two ventures that subsequently followed. Since then, my focus has been to help early-stage and growth-minded organizations through leadership positions in Business Development, Strategic Partnerships, and Customer Success.
I have been fortunate enough to move through the challenges of early-stage companies progressing from development, pilot, pivot, rapid growth, and ultimately exit via an acquisition by an industry leader.
To see more detail on the specific roles I have held, please see my LinkedIn profile.
Outside office hours you can find me seeking adventures outdoors as much as possible, trying new cocktail recipes or building a cabin in BC (Instagram: @cabinprojectbc)
Contact
Reach out and set up a conversation. Please use the contact form to book an action-oriented consultation.