Start with a diagnostic. Scale to managed intelligence. Embed leadership. Every engagement begins with your Silence Tax number — where it goes depends on what your CS function actually needs.
"Our health scores look fine. But we keep losing accounts we thought were safe."
The Silence Tax™ Diagnostic maps your full account portfolio against the Latency Trap — the 60 to 90 day gap between when a customer decides to leave and when your health score notices. In 72 hours you have the accounts, the risk scores, and the intervention priorities. No CRM access. No system integration. No PII required.
The free 48-hour version gives you the Silence Tax number. The paid diagnostic gives you everything you need to act on it.
"We deployed AI tools in our CS function. NRR is still declining and we can't explain why."
SuccessEngine™ is a fully managed retention intelligence service. We run the engine — scoring your accounts weekly, detecting Institutional Silence before it becomes visible, and delivering Risk Intelligence directly to your team. You receive the output. We handle everything behind it.
For teams navigating the AI-in-CS transition, the CS AI Transformation Sprint applies the Automate-Augment-Anchor framework to your CS function — identifying which processes belong to the machine, which need a human in the loop, and which must never be automated. Fixed fee, defined deliverable, no ongoing commitment unless you choose it.
Want to see a sample Weekly Risk Intelligence Report before committing? Book a discovery call — we walk through exactly what you would receive on day one.
"We've passed product-market fit. Accounts are growing. But NRR is deteriorating and we don't have a CS leader."
Most fractional CS consultants deliver a strategy deck and leave. This is different. Two days per week, embedded in your team, with the authority to build the function, deploy the framework, and lead the highest-stakes account interventions — not just recommend them.
For companies that need more than a fractional VP, Managed CS provides full CS function oversight — team management, hiring, performance, and board-level reporting. Everything a permanent CS leader would do, without the permanent hire.
Both variants include all SuccessEngine™ monitoring as standard.
Fractional engagements are subject to capacity. Enquiry call confirms fit, scope, and start date before any commitment.
| Audit £1,995 |
Monitoring £997/mo |
Sprint Project fee |
Fractional VP from £8k/mo |
Managed CS from £12k/mo |
|
|---|---|---|---|---|---|
| Analysis | |||||
| Silence Tax™ calculation | ✓ | ✓ | ✓ | ✓ | ✓ |
| Integration Density scoring | ✓ Full | ✓ Weekly | ✓ Full | ✓ Weekly | ✓ Weekly |
| SuccessEngine™ dashboard | 14 days | ✓ Ongoing | — | ✓ Ongoing | ✓ Ongoing |
| Monitoring & Alerts | |||||
| Continuous portfolio monitoring | — | ✓ | — | ✓ | ✓ |
| Weekly Risk Intelligence Report | — | ✓ | — | ✓ | ✓ |
| Real-time Slack alerts | — | ✓ | — | ✓ | ✓ |
| Advisory & Leadership | |||||
| Advisory session | 60 min | Monthly | ✓ Ongoing | Bi-weekly | Weekly |
| CS function redesign | — | — | ✓ | ✓ | ✓ |
| Playbook architecture | — | — | — | ✓ | ✓ |
| QBR leadership | — | — | — | ✓ | ✓ |
| Executive Save execution | — | — | — | ✓ | ✓ |
| CS team management | — | — | — | — | ✓ |
| Hiring & team building | — | — | — | — | ✓ |
| Commercial | |||||
| Commitment type | One-time | Monthly | Fixed project | Monthly | Monthly |
| Cancellation | N/A | 1 month | N/A | 1 month | 1 month |
| Data Processing Agreement | On request | ✓ | ✓ | ✓ | ✓ |
The free 48-hour audit. It takes 10 minutes to prepare your data and 48 hours to receive your Silence Tax number. That number will make every subsequent conversation — with us or internally — significantly more concrete. Most clients who move to Monitoring or Fractional Leadership start here.
No. We use a CSV-only, no-integration model. You export a structured file using our 7-column template and upload it securely. No OAuth, no API access, no system integration of any kind. You control what you share.
The Sprint is a one-time transformation project with a defined end date — it produces an Automate-Augment-Anchor audit, a CS Ops redesign, and an implementation roadmap your team executes. Monitoring is an ongoing managed service where we run the SuccessEngine™ on your behalf indefinitely. Many clients use the Sprint to design the transformation, then add Monitoring to sustain it.
Fractional VP is embedded leadership — Niki leads your CS function two days per week with full authority. Managed CS goes further — full team oversight including people management, hiring, and board reporting. Right for Series A/B founders who need a complete CS leader without the permanent hire.
Yes. One calendar month's written notice is all that is required. No minimum term, no penalty. Your data is deleted within 30 days of your contract end date.
The framework and all associated methodologies remain the intellectual property of ThinkSuccess.net. You receive a non-exclusive licence to benefit from the framework during the engagement. The licence ends when the engagement ends — the framework does not transfer to the client.
48 hours. No PII. No long onboarding. Just the accounts your health score isn't showing you — and what to do about them.