Customer success and retention for founder led lower-middle market companies

This page is for founder led lower-middle market companies with 5 to 50 million in annual revenue. The goal is steady control of renewals and expansion through clear signals and consistent follow through.

Questions and short answers

What is a simple way to measure customer health

Use one score that blends four signals. Product use or delivery performance. Outcomes delivered against your promise. Relationship signals from surveys and account owner notes. Financial signals such as payment timing and expansion potential. Show red, amber, or green and attach a clear play to each colour. Review the list weekly.
Create a customer health score

How do I set renewal and expansion targets

Start with the last four quarters by segment. Set targets for gross dollar retention and net revenue retention that fit your model and history. Build bottom up goals by account with owners and dates. Align sales and success on who owns renewal and who owns expansion. Review progress every month.
Set renewal and expansion targets

What should I do when a key account is at risk

Confirm the cause and the people who care about it. Call the sponsor the same day and agree on a short recovery plan with dates. Add extra service for a fixed period if it accelerates trust. Multi thread the relationship, meet weekly, and track leading signals. Send a short written summary after each touch.
Save an at risk account

How do I build an executive sponsor program

Pick your top accounts by revenue and influence. Map each to a senior leader who meets the customer each quarter. Use a short agenda. Outcomes delivered, roadmap, risks, and introductions. Keep notes in the CRM and assign actions with dates. Do not sell in the sponsor call. Remove roadblocks so renewal and growth are easier.
Build an executive sponsor program

Customer success and retention for founder led lower-middle market companies

Questions and short answers

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