Every engagement begins with your Silence Tax number. From there, the right service depends on what your CS function actually needs — not what every other vendor defaults to selling.
A 48-hour Silence Tax diagnostic that shows you exactly which accounts are heading for churn — before your health score does. No PII required. No system integration. Zero commitment.
Takes 10 minutes to prepare your data using our Blind Audit template. We do the rest. Results in 48 hours.
Book now — it's free →If we don't find £15,000 in at-risk ARR in your portfolio, the audit is entirely on us.
A 72-hour deep diagnostic that goes further than the free audit — full portfolio Integration Density scoring, a live Looker Studio dashboard, and a strategic advisory session to turn findings into a retention plan.
One-time payment. Full portfolio analysis delivered in 72 hours with a dedicated advisory session.
Pay £1,495 and book →Prefer to talk first? Book a discovery call before committing.
Most CS teams are not failing because they lack AI tools. They are failing because nobody has told them which processes to give to the machine — and which to protect. This engagement closes that gap, permanently.
Full Automate-Augment-Anchor audit of your CS function. Map every process. Identify where AI has been deployed incorrectly. Establish baseline metrics and operating model health.
Redesign the CS Ops function and define the new operating model. Specify which tools handle which processes. Design the human-AI interface for each workflow category.
Sequenced implementation plan the internal team can execute immediately. Prioritised by impact and effort. Build-vs-buy decisions, tooling recommendations, and hiring brief included.
Facilitated handover to your internal CS leader, or continuation as fractional VP. Advisory retainer at £2,000/month for strategic oversight post-implementation.
A managed monitoring service. We run the SuccessEngine™ on your behalf — scanning your account portfolio, calculating Silence Tax exposure in real time, and delivering your Weekly Risk Intelligence Report every Monday. You receive the intelligence. We run the engine.
Pay monthly. Cancel with one month's written notice. Your first weekly report arrives within 7 days of your data submission.
Start for £997/mo →Prefer to see a sample report first? Book a discovery call — we will walk through exactly what you would receive.
Full fractional VP of Customer Success engagement. All Tier 4 monitoring plus embedded CS leadership — strategy, playbooks, QBR delivery, Executive Save execution, and direct involvement in your highest-value accounts.
Tier 5 engagements are subject to capacity. Book a 45-minute fractional enquiry call to discuss fit, scope, and start date.
Book fractional enquiry → Pay £4,000/mo to start →The Full Growth Accelerator includes a formal Statement of Work and Data Processing Agreement.
The Automate-Augment-Anchor matrix is the core output of the Refine stage. This is the decision architecture that determines where your CS team's attention should go — and where it absolutely should not.
| Process | Mode | Rationale |
|---|---|---|
| Onboarding welcome sequences | Automate | Consistent, high-volume, timing-dependent. Human review of exceptions only. |
| First executive stakeholder call | Anchor | Trust is established in this conversation. No template can replicate its effect. |
| Onboarding progress monitoring | Augment | AI scores milestone completion; human interprets and intervenes. |
| Silence threshold monitoring | Automate | Pattern detection at scale. Machine does this faster and more consistently. |
| Integration Density scoring | Automate | Data calculation. No human judgment required. |
| Executive Save conversation | Anchor | Highest-stakes human moment in the CS motion. AI prepares; human leads. |
| QBR data assembly | Automate | Data aggregation. AI-generated deck reviewed and contextualised by human. |
| QBR delivery | Anchor | Relationship value is created in the room. Automation destroys it here. |
| Expansion signal detection | Automate | Pattern recognition across usage data. AI identifies; human validates. |
| Upsell conversation | Anchor | Commercial negotiation requires relational capital and judgment. |
| Standard renewal (healthy) | Augment | AI drafts and schedules; human reviews and sends. |
| At-risk renewal | Anchor | Human ownership required. AI provides briefing and risk context. |
| Meeting notes and CRM updates | Automate | Transcription and logging. No relationship value in doing this manually. |
| Escalation routing | Augment | AI classifies and routes; human owns client communication. |
| Sentiment analysis | Automate | Pattern detection across communications. AI flags; human interprets. |
| Weekly risk digest delivery | Automate | Scheduled report generation and delivery. Zero human effort required. |
| CSM capacity planning | Augment | AI models workload; human makes structural decisions. |
| Executive relationship management | Anchor | C-suite relationships are irreplaceable. AI provides intel; human leads. |
Download the full Success Engineer Framework™ white paper for the complete academic grounding behind this matrix. Get the white paper →
Use the sliders below to estimate your portfolio's Silence Tax exposure. This is the same calculation we run in your free audit — the number that changes every conversation about NRR.
No PII required. No system integration. No long onboarding. Your Silence Tax number in 48 hours.
Book your free audit →