Adam
I find the renewals you're about to lose and build the plays that keep them, for teams that need a retention operator before they can hire one.
Book my free callI've spent 12 years in customer operations, with $100M+ in ARR retained and grown along the way. Most recently that meant running CX operations at a PE-backed SaaS company, where retention fed straight into the valuation and the board asked about it every quarter.
When I started there, there was no CS operations function, no churn model, no renewal forecast and no automated reporting. I built all of it, and I built most of it myself: the data pulls, the Salesforce fields, the Python that cleaned the exports, the workbooks leadership read on Monday.
The part most companies skip is the data underneath. Start dates, churn reasons, renewal terms and owner history are usually missing or scattered across three systems. Fix that first and every report, health score and AI tool you add later actually works.
Most SaaS companies between $1M and $50M in ARR have the problems I've already solved: a CS platform they barely use, data nobody analyzes, and renewal risk nobody sees until it's gone. SweetStrat fixes that without a full-time hire.
The short version
- 12 years in CX and retention operations, since 2015
- $100M+ in ARR retained and grown over my career
- Senior director of CX operations at a PE-backed SaaS company
- MBA, Texas A&M University Corpus Christi
- Salesforce, Gainsight, Totango, ChurnZero, HubSpot, Python and Power BI
What I've built before.
- Multi-level churn models
- Churn by product for finance, by account for CS and by segment for leadership, reconciled so every team trusts one number.
- Renewal forecasting
- The renewal book 30, 60 and 90 days out, with dollars, risk and an owner attached to every account.
- CSM capacity models
- Fully dynamic models with no hardcoded values, answering who is overloaded and what happens when someone leaves.
- GRR inside Salesforce
- Gross revenue retention by tier, vertical, product line and CSM, calculated where the data already lives.
- Weekly CS scorecards
- Leadership-ready workbooks generated from raw platform exports, replacing the Friday afternoon spreadsheet scramble.
- Board retention reporting
- Quarterly retention pages that went from a manual fire drill to a package the board stopped questioning.
Why fractional, and not a full-time hire.
| A full-time head of CX operations | SweetStrat | |
|---|---|---|
| Cost | $150K to $200K+ a year, fully loaded | From $3,500 to start; from $5,000 a month ongoing |
| Time to start | Three to six months of recruiting, then ramp | Within two weeks of the first call |
| Track record | One company's way of doing it | 12 years across several companies and platforms |
| What you keep | Whatever they leave behind | Every model, report and field, even after we stop |
Where should you start?
Pick the line that sounds like your week. Not sure? Book the free call and I'll tell you, even if the answer is none of these.
Renewals are coming, and nobody can say which ones are at risk.
Retention Rundown
14 days from complete data. From $3,500, as one fixed quote.
See what's in the RundownPaying customers might have no renewal in your CRM at all.
Renewal Coverage Check
Five business days. $2,500, fixed.
See the Coverage CheckYou want a number before you talk to anyone.
Churn calculator
Four questions, benchmarked against 1,000+ private SaaS companies. Free.
Run your numbersYou run the work day to day: a CSM, a support lead or a CS manager.
Free CS tools
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