Below I share a short introduction to how I think about post-sales work: helping Founders, CEOs, and Go-to-Market leaders at growing professional services firms, agencies, and B2B tech startups move out of reactive mode and into a proactive, scalable approach to retention. I walk through why the revenue that happens after the first sale deserves the same attention as the sale itself, and introduce the 5 Building Blocks of Customer Lifetime Value framework I return to with almost every client.

Tune in to one of my recent podcast appearances to hear firsthand how I approach post-sales success and what it's like to work with me to grow existing customer retention and drive revenue. 

𝗚𝗼 𝗚𝗼 𝗚𝗿𝗼𝘄

Michelle Page of Revenue Chasers and I dig into a shift a lot of GTM teams are still catching up to: post-sales moving from a cost center to a revenue driver. With acquisition costs rising and conversions getting harder, we talk about why your existing customers are the most overlooked lever for weathering that pressure, and how a Go-to-Market team approach, not just a Customer Success function, turns satisfied customers into advocates who drive incremental revenue. 

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𝗠𝗲𝗲𝘁 𝘁𝗵𝗲 𝗘𝘅𝗽𝗲𝗿𝘁𝘀

Justin Foster and I chat about what I call the customer's North Star, the outcome they actually came to you to achieve, and why so many post-sales teams lose sight of it. We talk through three practical shifts: treating onboarding as foundational (poor onboarding alone accounts for up to 23% of churn), keeping teams focused on customer outcomes rather than internal milestones, and using journeys and playbooks to deliver ROI consistently instead of reinventing the approach with every account. 

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𝗔𝘀𝗸 𝗮 𝗙𝗿𝗮𝗰𝘁𝗶𝗼𝗻𝗮𝗹

Cory Hanscom, Jillian Fox Mittelmark, David Buonfiglio, share a rapid-fire session as fractional leaders on why post-sales gets overlooked in growing companies, usually because immediate revenue pressure crowds out long-term customer success work. We cover the signals that tell a Founder or CEO it's time to formalize a post-sales process, and where the 5 Building Blocks framework fits into that first step. 

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𝗦𝘁𝗼𝗽 𝗦𝗰𝗿𝗼𝗹𝗹𝗶𝗻𝗴, 𝗦𝘁𝗮𝗿𝘁 𝗦𝗰𝗮𝗹𝗶𝗻𝗴

Emma Tessler of Ninety Five Media and I talk about what actually drives client attrition, and it's almost never what companies assume. We go through how to build an onboarding experience that earns trust early, why "budget" is rarely the real reason a client leaves, and how structured customer feedback becomes a growth lever instead of just a satisfaction check. 

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𝗙𝗼𝘂𝗻𝗱𝗲𝗿 𝗖𝗼𝗻𝗻𝗲𝗰𝘁

Elizabeth O'Neill and I unpack why post-sales is so often the function that gets skipped in the hustle to scale, even though it's where retained revenue actually comes from. I share what led me from full-time roles into fractional leadership, and some of the practical, low-lift ways founders can start improving onboarding and customer retention with the systems they already have. 

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Open Letter from the CMO

Shruti Batra and I talk about winback campaigns, one of the most overlooked growth levers available to a post-sales team. The core idea: offboarding doesn't have to be the end of a customer relationship. Handled well, it can be the first step toward a future re-engagement instead of a closed door. 

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Shruti Batra and I are back, talking about what AI adoption actually looks like inside post-sales teams, especially at agencies where hesitation runs highest because these teams pride themselves on human-driven relationships. I share specific use cases, an AI note-taker that keeps CRM records current automatically, and an onboarding process that's saved 2 to 2.5 hours per new client, plus how to measure ROI beyond just headcount and cost savings. 

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