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RetentionOS is launching soon!

This course will help you build a modern, revenue-driven CS team that not only retains clients but actively contributes to your business success.

Whether you’re a CS leader or part of a growing SaaS company, RetentionOS equips you with the knowledge to drive customer-led growth and create a meaningful impact on your business.
Revenue OS (6)

Meet your instructor.

 

Over the last decade, I helped startups, scale-ups, and Fortune 500 companies build and scale Customer Success teams, serving 240K+ customers and driving $2.5B+ in ARR.

I've led CS at HubSpot and Lufthansa, co-built a CS-as-a-Service business, and consulted with 30+ companies and founders on building high-impact CS teams.

My focus?

Turning Customer Success into a revenue-generating growth engine.

I also founded This is Growth, a media company dedicated to educating CS and GTM leaders.

With RetentionOS, I’m sharing everything I’ve learned to help you build a modern, revenue-driven CS team. Let’s make Customer Success your company’s second engine of growth. 🚀

Revenue OS (5)

What's in the course?

RetentionOS - Introduction Lesson

#1

VISION

Creating a strategic foundation.

  • Define a Clear Vision for Customer Success and align CS with company-wide revenue goals using my 'strategy on a page' template.
  • Implement a 7-stage Customer Journey to drive retention and growth reliably.
  • Set the right metrics of success for your team using my proven leading indicators framework.

#2

ALIGN

Partnering to drive success.

  • Build executive buy-in and secure investment for Customer Success using a compelling business case structure.
  • Align GTM and Product teams using the Jobs To Be Done Framework.
  • Fix Sales vs. CS friction by aligning incentives with a robust compensation plan used by some of the top companies in the world.
RetentionOS - Introduction Lesson (5)
RetentionOS - Introduction Lesson (1)-1

#3

LAUNCH

Building a winning team.


  • Hire and onboard top talent for your CS Team, getting new hires ready in 60 days.
  • Use the Results + Effort + Skills Framework, the only performance review method you need.
  • Steal my tech stack recommendations to build a robust ecosystem to drive retention.

#4

USE

Engineering value realisation.

  • Drive measurable outcomes for customers using my 4-stage value framework.
  • Prevent churn before it starts. Implementing a robust system to detect risk. 
  • The 3 CS processes you should never skip if you want to drive value for customers.
RetentionOS - Introduction Lesson (2)
RetentionOS - Introduction Lesson (3)-1

#5

ENGAGE

Connecting to drive growth.


  • Learn how to multi-thread effectively and nurture key champions at scale by honing into key personas.
  • Personalise your engagement strategies no matter the size of your customer using technology.
  • Implement 3 tested programs that create raving fans for your business.

#6

SCALE

Turn best practices into repeatable systems.

  • Segment your customer base to drive efficient growth using a robust dynamic segmentation strategy. 
  • Deliver tailored experiences to every segment by leaning into your data.
  • Implement AI at core parts of the customer journey to scale your team.
RetentionOS - Introduction Lesson (4)

FAQs

This course is designed to help Customer Success leaders create a revenue-driving post-sales organisation with a clear, actionable roadmap. By joining the waitlist, you’ll be the first to get access to exclusive content, early-bird pricing, and behind-the-scenes updates. Plus, you'll have the opportunity to share your insights to help shape the course, ensuring it meets your needs!

Your input is invaluable! After joining the waitlist, you’ll receive occasional surveys and prompts where you can share your biggest challenges, goals, and preferences. This feedback will directly influence the content, format, and resources included in the course, making it as relevant and impactful as possible.

Absolutely! Early sign-ups may receive special bonuses such as exclusive Q&A sessions, discounts, or additional course materials. Plus, since spots may be limited, securing your place on the waitlist ensures you don’t miss out when enrollment opens.