Customer Success
Executive Advisory
Helping CEOs, boards, and investors connect Customer Success performance to revenue durability and risk.
Customer Success
Executive Advisory
Helping CEOs, boards, and investors connect Customer Success performance to revenue durability and risk.
THE CUSTOMER SUCCESS PROBLEM HAS CHANGED.
"Customer Success is no longer judged on activity or adoption. It is judged on whether outcomes are defensible at the executive and board level."
Mike Carter
Ceo & Co-founder
Mike Carter
Ceo & Co-founder
of Customer Success programs fail to prove outcomes at scale
of Customer Success programs fail to prove outcomes at scale
of Customer Success programs fail to prove outcomes at scale
of executives cannot clearly tie Customer Success outcomes to revenue impact
of executives cannot clearly tie Customer Success outcomes to revenue impact
of executives cannot clearly tie Customer Success outcomes to revenue impact
in SaaS revenue is exposed to retention and expansion risk due to poor outcome visibilityvenue at risk
in SaaS revenue is exposed to retention and expansion risk due to poor outcome visibilityvenue at risk
in SaaS revenue is exposed to retention and expansion risk due to poor outcome visibilityvenue at risk
Why Customer Success Is
Under Scrutiny
Customer Success is now judged on whether outcomes are defensible at the executive and board level, not on activity, engagement, or adoption metrics alone. This perspective comes from leading Customer Success inside complex, global SaaS organizations where results were scrutinized by CEOs, boards, investors, and market pressure rather than internal dashboards.
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Built for What Works
Customer Success only works when leaders can see clearly, govern decisively, and defend results under scrutiny. We connect outcomes to revenue durability at the executive and board level.
Revenue Quality & Accountability
Executive Oversight & Risk Management
Operating Discipline & Value Creation
Value Realization Framework
Outcomes Defined
Strategy
Approved
Goals Aligned
Adoption Metrics
Usage
High Risk
Approved
Adoption Gap
Value Proof Points
Impacts
Approved
ROI Validated
Retention Signals
Health
Pending
Renewal Risk
Growth Opportunities
Expansion
Approved
Upsell Potential
1 high-risk gap
Take Action
Export
Value Realization Framework
Outcomes Defined
Strategy
Approved
Goals Aligned
Adoption Metrics
Usage
Flagged
Approved
Adoption Gap
Value Proof Points
Impact
Approved
ROI Validated
Retention Signals
Health
Pending
Renewal Risk
Growth Opportunties
Expansion
Approved
Upsell Potential
1 high-risk gap
Take Action
Export
Value Realization Framework
Outcomes Defined
Strategy
Approved
Goals Aligned
Adoption Metrics
Usage
Flagged
Approved
Adoption Gap
Value Proof Points
Impact
Approved
ROI Validated
Retention Signals
Health
Pending
Renewal Risk
Growth Opportunties
Expansion
Approved
Upsell Potential
1 high-risk gap
Take Action
Export
We assess how Customer Success outcomes translate into durable revenue, identify gaps between adoption and value, and establish accountability leadership can defend with boards and investors.
Governance Oversight
Executive Alignment
7/10
87%
Risk Reviews
4/8
64%
Board Reporting
6/12
38%
Compliance Checks
9/10
9
8
6
5
4
3
%
Accountability Metrics
11/20
63%
Decision Cadence
14/18
54%
Edit budget
Spend breakdown
Set alerts
Duplicate
Archive
Edit budget for Finance department?
The current monthly budget is $44,300.
Please enter
the new amount.
0.00
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Confirm
Governance Oversight
Executive Alignment
7/10
87%
Risk Reviews
4/8
64%
Board Reporting
6/12
38%
Compliance Checks
9/10
9
8
6
5
4
3
%
Accountability Metrics
11/20
63%
Decision Cadence
14/18
54%
Edit budget
Spend breakdown
Set alerts
Duplicate
Archive
Edit budget for Finance department?
The current monthly budget is $44,300.
Please enter
the new amount.
0.00
Cancel
Confirm
Governance oversight
Executive Alignment
7/10
87%
Risk Reviews
4/8
64%
Board Reporting
6/12
38%
Compliance Checks
9/10
5
3
2
2
1
0
9
8
6
5
4
3
%
Accountability Metrics
11/20
63%
Decision Cadence
14/18
54%
Edit budget
Spend breakdown
Set alerts
Duplicate
Archive
Edit budget for Finance department?
The current monthly budget is $44,300.
Please enter
the new amount.
0.00
Cancel
Confirm
Governance oversight
Executive Alignment
7/10
87%
Risk Reviews
4/8
64%
Board Reporting
6/12
38%
Compliance Checks
9/10
5
3
2
2
1
0
9
8
6
5
4
3
%
Accountability Metrics
11/20
63%
Decision Cadence
14/18
54%
Edit budget
Spend breakdown
Set alerts
Duplicate
Archive
Edit budget for Finance department?
The current monthly budget is $44,300.
Please enter
the new amount.
0.00
Cancel
Confirm
We design oversight models that surface retention and expansion risk early, clarify executive ownership, and give boards confidence in revenue visibility.
Adoption playbook reports
Onboarding framework
Executive Alignment Plan – Phase 1
July 18, 2025
Engagement design
Usage Milestone Map – First 90 Days
July 3, 2025
Generate report
Downloading report
Download complete!
Adoption playbook reports
Onboarding framework
Executive Alignment Plan – Phase 1
July 18, 2025
Engagement design
Usage Milestone Map – First 90 Days
July 3, 2025
Generate report
Downloading report
Download complete!
Adoption playbook reports
Onboarding framework
Executive Alignment Plan – Phase 1
July 18, 2025
Engagement design
Usage Milestone Map – First 90 Days
July 3, 2025
Generate report
Downloading report
Download complete!
We reinforce operating rigor, decision cadence, and execution discipline required to protect value and accelerate performance across the hold period.
Enterprise experience that delivered proven results
Enterprise experience that delivered proven results
Enterprise experience that delivered proven results
Built Copilot's global Customer Success strategy for the Fortune 100, aligning adoption and retention with value proof executives trust at scale.
Micrsoft: Driving Customer AI Adoption & Value
Built Copilot's global Customer Success strategy for the Fortune 100, aligning adoption and retention with value proof executives trust at scale.
Micrsoft: Driving Customer AI Adoption & Value
Built Copilot's global Customer Success strategy for the Fortune 100, aligning adoption and retention with value proof executives trust at scale.
Micrsoft: Driving Customer AI Adoption & Value
I built the adoption model that launched Cisco Success Tracks, a services offering that improved self management of enterprise networking infrastructure and monetized Customer Success.
Cisco: Monetizing Customer Success
I built the adoption model that launched Cisco Success Tracks, a services offering that improved self management of enterprise networking infrastructure and monetized Customer Success.
Cisco: Monetizing Customer Success
I built the adoption model that launched Cisco Success Tracks, a services offering that improved self management of enterprise networking infrastructure and monetized Customer Success.
Cisco: Monetizing Customer Success
Designed success motions and renewal strategies that stabilized performance, improved retention, and enabled measurable growth across enterprises.
Splunk: Building Value Realization Frameworks
Designed success motions and renewal strategies that stabilized performance, improved retention, and enabled measurable growth across enterprises.
Splunk: Building Value Realization Frameworks
Designed success motions and renewal strategies that stabilized performance, improved retention, and enabled measurable growth across enterprises.
Splunk: Building Value Realization Frameworks
Redefining how Success delivers outcomes
Customer Success bloated with noise and jargon. We simplify into Delivery Success, with frameworks and leadership that prove adoption, value, and measurable results
Adoption Plans
We build adoption playbooks defining milestones, tracking usage, and turning activity into outcomes
Adoption Plans
We build adoption playbooks defining milestones, tracking usage, and turning activity into outcomes
Adoption Plans
We build adoption playbooks defining milestones, tracking usage, and turning activity into outcomes
Value Models
We design frameworks that link adoption to ROI, providing executives and boards proof of value
Value Models
We design frameworks that link adoption to ROI, providing executives and boards proof of value
Value Models
We design frameworks that link adoption to ROI, providing executives and boards proof of value
Governance Models
We embed governance models that align priorities, provide transparency, and ensure accountability
Governance Models
We embed governance models that align priorities, provide transparency, and ensure accountability
Governance Models
We embed governance models that align priorities, provide transparency, and ensure accountability
Fractional Leadership
We step in as fractional leaders, driving alignment, operating rigor, and measurable delivery
Fractional Leadership
We step in as fractional leaders, driving alignment, operating rigor, and measurable delivery
Fractional Leadership
We step in as fractional leaders, driving alignment, operating rigor, and measurable delivery
The new REV —built on real experience
The new REV —built on real experience
The new REV —built on real experience
Discover how real experience is redefining measurable customer value.
Discover how real experience is redefining measurable customer value.
Discover how real experience is redefining measurable customer value.
Microsoft
Head of WW Customer Success
"While leading Customer Success for Microsoft’s Modern Work business, I helped design frameworks that turned Copilot adoption into measurable impact and enterprise clarity."
70%
Fortune 500 Copilot adoption
3x
Faster time-to-value through Unified Success frameworks
Splunk
SVP Global Customer Success
“At Splunk, I led the renewal and adoption transformation that brought discipline, transparency, and measurable value back to Customer Success execution.”
4%
Renewal Rate Increase
1.5x
Increase in scale coverage
Dell Secureworks
VP Global Customer Sucess
“At SecureWorks, I built the company’s first global Customer Success organization, accelerating onboarding and time-to-value ahead of its IPO.”
81%
Faster time-to-value
18%
Revnue recognition acceleration
Microsoft
Head of WW Customer Success
"While leading Customer Success for Microsoft’s Modern Work business, I helped design frameworks that turned Copilot adoption into measurable impact and enterprise clarity."
70%
Fortune 500 Copilot adoption
3x
Faster time-to-value through Unified Success frameworks
Splunk
SVP Global Customer Success
“At Splunk, I led the renewal and adoption transformation that brought discipline, transparency, and measurable value back to Customer Success execution.”
4%
Renewal Rate Increase
1.5x
Increase in scale coverage
Dell Secureworks
VP Global Customer Sucess
“At SecureWorks, I built the company’s first global Customer Success organization, accelerating onboarding and time-to-value ahead of its IPO.”
81%
Faster time-to-value
18%
Revnue recognition acceleration
Microsoft
Head of WW Customer Success
"While leading Customer Success for Microsoft’s Modern Work business, I helped design frameworks that turned Copilot adoption into measurable impact and enterprise clarity."
70%
Fortune 500 Copilot adoption
3x
Faster time-to-value through Unified Success frameworks
Splunk
SVP Global Customer Success
“At Splunk, I led the renewal and adoption transformation that brought discipline, transparency, and measurable value back to Customer Success execution.”
4%
Renewal Rate Increase
1.5x
Increase in scale coverage
Dell Secureworks
VP Global Customer Sucess
“At SecureWorks, I built the company’s first global Customer Success organization, accelerating onboarding and time-to-value ahead of its IPO.”
81%
Faster time-to-value
18%
Revnue recognition acceleration
How AI adoption success plans accelerated enterprise usage and delivered $1.6B in measurable revenue impact at scale
$1.6B
Annual revenue impact from AI adoption success planning
“Customer Success at Microsoft evolved from adoption management to value engineering — proving that structure, measurement, and clarity can turn innovation into tangible business outcomes.”
Mike Carter
Customer Success Executive
37%
Increase in enterprise AI adoption at scale
How AI adoption success plans accelerated enterprise usage and delivered $1.6B in measurable revenue impact at scale
$1.6B
Annual revenue impact from AI adoption success planning
“Customer Success at Microsoft evolved from adoption management to value engineering — proving that structure, measurement, and clarity can turn innovation into tangible business outcomes.”
Mike Carter
Customer Success Executive
37%
Increase in enterprise AI adoption at scale
How AI adoption success plans accelerated enterprise usage and delivered $1.6B in measurable revenue impact at scale
$1.6B
Annual revenue impact from AI adoption success planning
“Customer Success at Microsoft evolved from adoption management to value engineering — proving that structure, measurement, and clarity can turn innovation into tangible business outcomes.”
Mike Carter
Customer Success Executive
37%
Increase in enterprise AI adoption at scale
Ideas, insights, and frameworks from our field
From industry trends to thought leadership — stay in the loop with how Customer Success is evolving, and explore the articles, research, and insights shaping adoption and value today.
Start with clarity. Lead with accountability.
REV helps leaders govern Customer Success outcomes by connecting performance to revenue durability where it matters most.
Executive foundation
Built on decades of leading Customer Success in complex SaaS and enterprise environments.
Designed for scrutiny
For leadership teams seeking clarity, accountability, and defensible outcomes without jargon or noise.
