Garden petals / sage, olive and rust

A customer success consulting proposal for a software company losing too many small customers at renewal. It covers revenue retained by customer size, four steps from diagnosis to coaching, what is included and excluded, a twelve-week timeline, the team, a similar client’s results and three one-time options.

Customer Success Consulting Proposal

Overview

<h2 style="font-family:var(--proposal-font-heading);font-size:clamp(28px,4.2cqw,44px);line-height:1.14;font-weight:700">Thank you for sharing your renewal data</h2><p style="font-size:clamp(20px,2.1cqw,23px);line-height:1.5">You want to keep more of the customers you already have before you spend more on finding new ones.</p>

Introduction

<h2 style="font-family:var(--proposal-font-heading);font-size:clamp(28px,4.2cqw,44px);line-height:1.14;font-weight:700">Where renewals stand</h2><p style="font-size:clamp(20px,2.1cqw,23px);line-height:1.5">$9.2 million in yearly revenue across 410 customers.</p>

Revenue kept after twelve months, by customer size

<p>Customers under $10,000 a year have no contact after onboarding unless they open a support ticket.</p>

Small customers go quiet

<p>Your team has usage data in the product but no health score, so risk is spotted at renewal.</p>

No early warning

<p>Your six managers each run renewals their own way, with no shared playbook.</p>

Every manager works differently

<p>In 23 exit surveys, 15 said they never finished setting up the reporting module.</p>

Leavers say the same thing

Your situation

<h2 style="font-family:var(--proposal-font-accent);font-weight:500;line-height:1.14"><span style="font-size:clamp(30px,4.2cqw,52px)">We recommend four steps over twelve weeks, ending with your team running the new way of working on their own.</span></h2><p style="font-size:clamp(20px,2.1cqw,23px);line-height:1.5">Each step ends with a decision you approve before the next one starts.</p>

Our recommendation

<h2 style="font-family:var(--proposal-font-heading);font-size:clamp(28px,4.2cqw,44px);line-height:1.14;font-weight:700">What is included</h2><p style="font-size:clamp(20px,2.1cqw,23px);line-height:1.5">Everything in the recommended option, Diagnose, design and launch.</p>

30 customer interviews and a renewal analysis

A health score built in HubSpot from product data

A service model for each of three customer sizes

Playbooks for onboarding, risk and renewal

Automated emails for customers under $10,000

Four weeks of coaching with your team

Hiring or managing your team

Changes to your product or pricing

New software licences

<h2 style="font-family:var(--proposal-font-heading);font-size:clamp(28px,4.2cqw,44px);line-height:1.14;font-weight:700">Twelve weeks from kickoff</h2><p style="font-size:clamp(20px,2.1cqw,23px);line-height:1.5">Work starts on {{START_DATE}}.</p>

<p>Interviews and renewal analysis, presented to your leadership team.</p>

Diagnose

<p>Health score and service models, tested on last year’s renewals.</p>

Design

<p>Playbooks, emails and dashboards set up in HubSpot.</p>

Launch

<p>Weekly reviews with your team as they run the new routines.</p>

Coach

What is included

<p><strong style="font-size:1.15em">{{SELLER_NAME}}</strong><br>Principal consultant, {{SELLER_COMPANY}}</p>
<p>Ran customer success at two software companies through Series B, then fifteen retention projects for B2B software firms between $5 million and $40 million in revenue. You will also work with:</p>
<ul><li>A research consultant for the customer interviews</li><li>A HubSpot specialist for the health score and automation</li><li>{{SELLER_NAME}} for the design and the four weeks of coaching</li></ul>

Who you will work with

<h2 style="font-family:var(--proposal-font-heading);font-size:clamp(28px,4.2cqw,44px);line-height:1.14;font-weight:700">Results for a similar client</h2><p style="font-size:clamp(20px,2.1cqw,23px);line-height:1.5">A software company with the same problem with small customers.</p>

Results for a similar client

<h2 style="font-family:var(--proposal-font-heading);font-size:clamp(28px,4.2cqw,44px);line-height:1.14;font-weight:700">Options and fees</h2><p style="font-size:clamp(20px,2.1cqw,23px);line-height:1.5">Three options. We recommend Diagnose, design and launch.</p>

Diagnose, design and launch

Plus three months of monthly reviews after handover.

Launch and run

<p>Fees are in USD and exclude tax. This proposal is valid until {{VALID_UNTIL}}.</p>

Options and fees

<h2 style="font-family:var(--proposal-font-heading);font-size:clamp(28px,4.2cqw,44px);line-height:1.14;font-weight:700">Common questions</h2>

Questions

<h2 style="font-family:var(--proposal-font-heading);font-size:clamp(28px,4.2cqw,44px);line-height:1.14;font-weight:700">Next steps</h2><p style="font-size:clamp(20px,2.1cqw,23px);line-height:1.5">How we start.</p>

Customer Success Consulting Proposal - Preview