Specialties

End-to-End Customer Success Expertise

Team Building

A track record of building and growing diverse teams of customer retention fanatics

MRR Retention

Retain revenue, reduce churn, create internal champions, and partner to develop case studies for internal and external advocacy

Lifecycle Management

Identification and improvement of business-critical measures like handoff satisfaction, adoption rate, CSAT, churn, and NPS

Change Management

Development of system adoption structures so customers can navigate change both individually and at scale

Point of View

Customer Success should be an extension of the product and brand at all times, constantly reminding customers of the unique value proposition and brand messaging. CSMs should also deeply understand the customer's strategy in order to educate, drive deeper usage, and, ultimately, upsell and renew.

Revenue Generating

Customer Success must be revenue focused. Great CS teams have the ability to multiply revenue and become a lever for growth. More than simply renewing customers, Customer Success is uniquely positioned to upsell, cross-sell, and extend product lines across customer organizations.

Customer First

Buying new SaaS products can be a big deal - especially if you're the one buying them! It's important to keep in mind that customers' reputations are sometimes on the line, so it's important to keep them at the center of all we do.

Strategically Aligned

Understanding and aligning to customers' overall business strategy helps Customer Success teams solve real problems and become partners. Connecting to themes of business growth, company vision, and group culture are easily-received and long lasting.

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Customers

I've had the opportunity to work with dozens of Fortune 1000 companies.

"Steve is hands-down one of the most impressive people I've ever worked with."

About Me

What makes me who I am? And, why do I do what I do?

Steve Freund

Customer Success Consultant

I’ve created revenue and built relationships in some of the world’s most complicated and competitive business environments.

Drawing from a background in Management Consulting, Sales, and Product, I am able to provide a well-rounded perspective. I’ve led teams (global and domestic) that exceed KPIs across upsells, renewals, customer retention, onboarding, adoption, and change management.

At home, I have two great dogs (a cocker spaniel and a golden retriever/chow mix), a three-year-old, a one-year-old, and a wicked smart wife that seems to make everything a little bit better!

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