Build, scale, and optimize post sales.

Maximize GRR and NRR.

Where I help

Your ninja squad is awesome but can’t hold the fort as customer volume scales.
Your leadership team’s brilliant (or not so brilliant?)... they’ve just never built post-sales at scale before.
The machine is humming now, but you can feel the gears grinding as you grow.
Customers are onboarded, but still churning—and no one can clearly explain why.

What my customers say…

Diane came in and delivered exactly what we needed; she expertly guided the team through the process of scaling, building efficient processes, and driving customer engagement to new levels. And Diane didn’t just solve the immediate challenge; she set us up for long-term success.

Rich Stendardo, CEO, Yottaa
Diane worked closely with my post-sales leadership team to expertly build and refine our CSM and Support functions, resulting in a structure that is now fully optimized for both retention and expansion. I can't recommend Diane highly enough—she's truly the best person for the job.”

Michael George, CEO, Syncro
Diane not only put in place the competency models, infrastructure, and processes to drive retention, she ensured that any metrics impacting the customer experience (e.g. ProServ delivery times, bug fixes) were defined and tracked, enabling us to look at the whole post-sales machine "holistically." If you need to build or scale any of your post-sales functions, Diane can help."

Paul Bridgewater, CEO, Centerbase
"In a very short time, Diane was able to help us build a rudimentary post-sales machine designed to optimize retention. She dug right in, got her hands dirty and got it done."

Paul Holder, CEO, OnRamp
Diane conducted an end-to-end assessment of Idelic’s Customer Success function, delivering a comprehensive set of recommendations designed to improve customer retention and operational scalability. Among these, we prioritized and implemented two key initiativesthat have positioned Idelic for meaningful improvements and we highly recommend Diane to any organization looking to elevate their post-sales strategy and customer retention.

Brian Filip, CTO/CPO, Idelic
Diane quickly got up to speed on our support operations and brought clarity to where we stood—and what we needed to improve. She met with key stakeholders across the business and used a clear, structured framework to evaluate our support function, from metrics and staffing to ticket deflection and CSM alignment. Her final recommendations were spot-on, highlighting our most critical gaps and giving us a roadmap we could act on immediately. Diane’s ability to distill complex challenges into focused next steps made her an invaluable partner.

Alyssa Cook, VP Customer Experience, Invaluable

Services

Fractional Leadership

Get executive-level post-sales leadership—without the full-time commitment.
Retention Diagnostic and Growth

Fix the leaks. Fuel the expansion.
Post Sales Get It Done

Turn strategy into execution. Without adding it to your already overflowing to-do list.
Journey Mapping

Ensuring customers feel valued and get value at every stage of their journey.
Value Framework

The throughline from lead to renewal, comprising value-based tools, activities and playbooks at every stage of the lifecycle
Advisory

Provide guidance across a wide range of post-sales SaaS topics