Service
Customer Success Ops
We build the retention and expansion infrastructure most HubSpot setups ignore.
What it is
We build the post-sale revenue infrastructure inside HubSpot, including onboarding, renewals, health signals, and proactive follow-up, so customer success runs on a system instead of memory and good intentions.
What's included
- 01Onboarding workflows
- 02Renewal process and tracking
- 03Customer health signals
- 04QBR structure
- 05Expansion triggers
Who it's for
Companies with recurring revenue whose post-sale motion is reactive, where renewals sneak up and churn is a surprise.
Outcomes you can expect
New customers move through a defined path with clear milestones, so time-to-value shrinks and early churn risk drops.
Renewals are tracked as a process with owners and timelines, so they get worked weeks in advance instead of the week of.
Customer health signals surface in HubSpot, so at-risk accounts get attention before they become churn calls.
A consistent QBR structure means every account review produces decisions and next steps, not just slides.
Expansion triggers fire automatically when usage or fit signals change, so CSMs act on opportunity instead of stumbling on it.
The work lives in the system, so as the book of business grows, CS doesn't depend on heroics or tribal knowledge to keep up.
How it works
- 01Discovery. We map your customer lifecycle, current post-sale motion, and where retention and expansion are leaking.
- 02Design. We define onboarding stages, renewal cadence, health signals, QBR structure, and expansion triggers.
- 03Build. We configure HubSpot to match, including workflows, properties, dashboards, and the automation that runs the motion.
- 04Enablement. We train the CS team on the new system and document the playbook so it runs without you.
Want retention built into the system?
Let's talk about customer success ops that protect revenue.