Most CS teams find out an account is leaving on the renewal call. We build the system underneath your CS org: a clean sales-to-CS handoff, health scores that predict churn, renewals forecast 120 days out, and expansion signals routed to the people who can act on them.
We see the same six fractures across 100+ CS × RevOps engagements. None of them are about how hard your CSMs work. All of them are about plumbing.
This isn't a CSM problem. It's a systems problem.
Each fix closes a specific gap between Sales, CS and the renewal. Connected, they turn closed-won into a forecastable, expandable base.
We don't hand CS leaders a best-practices deck. We ship the mechanics. Below: every recurring failure, paired with the instrument that closes it.
No deal transfers until five fields are documented and reviewed: buyer pain, success criteria, decision structure, usage commitment and expansion indicators. Deal-stage requirements block Closed Won until they're complete, then a workflow sets the customer stage, assigns the CSM, opens the onboarding project and books the kickoff task.
A points-based model with group caps and decay, built on usage, engagement, sentiment, support and commercial signals. At-risk under 40, Neutral 40–69, Healthy 70+. Calibrated after 60–90 days against accounts that actually churned, then re-weighted every quarter.
A move to At-risk notifies the CSM and CS lead, creates a save-plan task and requires a churn risk reason. Dark accounts (30 days, no activity), detractor NPS, Tier 1 escalations and champion departures each trigger their own play.
Usage score, active users, last login and key feature adoption synced to the account at least daily.
Seat growth, usage spikes and At-risk → Healthy recoveries flagged for expansion review, worked in their own pipeline.
GRR, NRR, logo churn and expansion pipeline on one leadership dashboard, plus a "my accounts" view per CSM.
Replace the spreadsheet with a renewal pipeline: a renewal deal is created automatically 120 days before the renewal date, owned by the CSM, and moves through Upcoming → Engaged → Proposal Sent → Negotiation → Renewed, Downgraded or Churned. Churn and downgrade reasons are required, so every loss is categorized.
The working pieces behind this page. Score a sample account, model your NRR, or run a post-mortem on your last few losses.
The 100-point health score model, the CSM operating rhythm, six saved views and an 85-task Service Hub setup checklist.
Why NRR starts at qualification, the gated handoff, and a compounding model showing the enterprise value at stake.
Enter recent losses and get pattern detection, root causes, a preventability score and a prioritized prevention plan.
We'll trace where accounts leak between handoff, onboarding and renewal, show you which signals your health score is missing, and build the system that fixes it. Sprint-based. Outcome-measured.
We engineer growth systems. JayOh builds the RevOps architecture, GTM execution and data infrastructure that turn messy revenue operations into predictable pipeline for B2B SaaS and PE-backed teams.
