You see
Renewals slip
Often behind it: nobody owns the renewal between sales and CS.
All services
Customer Success
Account risk you can see in time to act
We find what is really driving churn, then build the tiering, health signals, and handoffs that let a stretched CS team focus where it counts.
30 minutes with a partner who has run a GTM. We start with your challenges and where you want to get to.
Where it breaks
Every account gets the same manual, hands-on treatment.
The team is overbooked, and nobody has agreed what CS owns.
The first real sign of churn is the cancellation email.
Handoffs from sales arrive without context.
Most accounts rest on one champion, and champions leave.
Customers who were never a fit churn early, and nobody traced it back to targeting.
The symptom shows up in CS. The cause often sits upstream
Retention is produced by every function that touches the customer, so we look at the whole path from sale to renewal first.
You see
Customers leave soon after onboarding
Often behind it: sales sold to accounts outside the ICP.
You see
Net retention is falling
Often behind it: gross retention is the problem, and expansion is masking it.
You see
The team is always reactive
Often behind it: CSMs own support, onboarding, and renewals, with no way to prioritize.
From cost center to value center
A CS team that only reacts looks like a cost. A team that sees risk early, shares expansion with sales, and brings in references looks like revenue. We move your team from reactive to proactive, and bring CSMs into the journey from the first sales call.
What we do
Each piece ties to a number you already report: retention, expansion, or time saved.
Retention diagnosis
Find the real cause first
Where CS sits today, from reactive to predictable, and which churned accounts trace back to fit, sales promises, handoff, onboarding, or coverage.
Charter, coverage, and teams
Agree who owns what
What CS owns, with rules of engagement for sales, support, and product. Accounts tiered into high-touch, low-touch, and tech-touch service levels, and one account team for each key customer or segment.
One view and health score
Risk and renewal potential, in one number
Usage, engagement, and sentiment in one customer view in your CRM, combined into one score and checked against real renewals.
Journey plays
From handoff to renewal
A clear time to first value, and a play for each touchpoint, renewal, and expansion, with more than one contact in every account.
Voice of the customer
Feedback that changes something
Customer feedback and blameless churn reviews fed back into targeting, product, and plays, so the same accounts do not churn twice.
Advocacy
Happy customers who bring new ones
References, referrals, and a customer voice, so retention also feeds new pipeline.
A CS leadership seat empty?
An interim CS leader can build or run the function while you hire, and help you hire and coach the team behind them.
How we work with you
Operators who have done the job, working next to your team
Step 1
We look at who churns, and why
Retention and churn data, conversations with leadership, and the path from sale to renewal, traced end to end.
Step 2
We design the charter, tiers, and signals
Built with your CS leaders, with account teams and the handoff agreed with sales.
Step 3
We run the first renewal cycle with you
Playbooks tested on real renewals, then handed over.
How we measure it
Four numbers show whether it is working: gross retention, net retention, time to first value, and how early at-risk accounts are flagged.
What you get
- A team focused on the accounts that need it.
- The right level of attention for every account, from high-touch to tech-touch.
- Risk flagged weeks out.
- Renewals and expansion with a plan.
- Accounts that survive a champion leaving.
- Happy customers turned into references and referrals.
- A retention number you can forecast.
Where AI fits
AI takes the assembly work off your CSMs, once account data is reliable. A person checks each output, and nothing reaches a customer unreviewed.
Handoff brief
Goals and commitments, ready
Deal notes and calls summarized into goals, stakeholders, and commitments before kickoff.
Early-warning triage
Risk routed with the reasons
Usage, support, and billing signals combined, with at-risk accounts sent to their owner.
Review preparation
A draft the CSM edits
A business review assembled from product, support, and CRM data.
Take their word for it
Cremanski & Company was the catalyst for transforming our Revenue Operations. Their pragmatic, measurable, and immediately actionable approach was exactly what we needed to drive structured and sustainable growth.
Kirill Mankovski, CEO, Softgarden
The new data foundation lets us steer the business proactively. That’s the real unlock for our next growth chapter.
Jerome Evans, CEO, firstcolo
Cremanski & Company was by far the better partner, because they understood our challenges and had clearly guided other Series A startups successfully before
Felix Lütjann, Head of Marketing, Loopario
It's not just someone doing tech work for us: it's a true strategic partner, with a strong project manager and a strong RevOps mentor, flexible enough to adjust whenever our priorities shift.
Robert Anders, Director Therapist Network, Sunday Natural
We tripled our volume with the same team. Cremanski & Company understood our business across sales, ops, and marketing.
Antoine Tomasini, Co-founder and COO, Backbone
It’s exactly what we wanted, and even more. Michael didn’t just fill a gap; he built the foundation for what comes next.
Johannis Hatt, Co-founder & CEO, Productsup
We didn’t expect how big the impact would be. Today, I can’t imagine working without this system anymore.
Florian Dostert, Co-founder & CEO, SYNTINELS
Working with Cremanski & Company was a key driver of our growth. The combination of strategic consulting and technical implementation helped us tremendously in sustainably optimizing our sales and customer success processes.
Martin Twellmeyer, Co-founder and CEO, optilyz
Not sure where to start?
30 minutes with a partner who has run a GTM. We start with your challenges and where you want to get to.