VNS Partners

Services

Four offers. Fixed scope, firm hours.

Most clients start with the Retention Diagnostic. Its readout tells you whether you need a Build, and which one.

01 · Start here

Retention Diagnostic

2 weeks · $6,000 fixed, paid up front

For leaders who want a number before committing to anything bigger.

  • Every renewal in the next two quarters by owner, date, value, and risk
  • Your gross and net revenue retention baseline
  • Cost to serve by segment, and which accounts are truly strategic
  • The top five fixes, each with its dollar impact
  • A 60-minute readout with your CEO and leadership team
02

Renewal Engine Build

4 months · 10 hours a week · scoped on a call

For companies where renewals have no single owner, and the fix is the human motion on your most important accounts.

  • Renewal book segmented by risk tier
  • A T-120 to T-30 cadence mapped to every notice date
  • Price and term offers by segment and risk
  • Call guide and objection playbook for your team
  • Renewal reporting and a weekly forecast in your CS platform
  • Coaching until your team runs the first cohort end to end
03

Scaled CS Build

4 months · 10 hours a week · scoped on a call

For companies with a long tail of accounts too small to justify a CSM, and a plan to hire CSMs to cover them anyway.

  • Segmentation rules based on value and cost to serve
  • A health model built from usage, support, and sentiment, tested against your actual churn
  • Six standard journeys: onboarding, adoption, risk, renewal, expansion signals, and dormant accounts
  • Exception routing, so a person steps in only when revenue is at stake
  • A segment dashboard: retention, cost to serve, and the share of accounts running without manual work

Requires a CS platform (Planhat, Gainsight, Totango, or HubSpot) and someone to configure it. We design the logic and check the build.

04

Advisory

Monthly, after a Build · scoped on a call

For teams running the system who want senior judgment on call.

  • Monthly forecast and win/loss readout
  • Quarterly playbook and threshold tuning
  • Review of escalated accounts

Need an interim leader? We also offer embedded leadership at 20 hours a week, running both Builds at once.

Working together

A steady weekly rhythm, and clear terms.

Every week

  • One 60 to 90 minute working session: risk review, decisions, coaching
  • A Friday note to your sponsor: three wins, three risks, decisions needed
  • A monthly readout to leadership with the forecast and save rate

What we ask of you

  • One named sponsor who can make decisions
  • Data access in week one
  • Decisions within five business days

Terms

  • Billed monthly in advance
  • 30 days' notice either way
  • Firm weekly hours; extra work is approved in writing first

Questions

What people ask before starting.

Do you configure our CS platform?

No. We design the logic, health models, and journeys, and we check the build. Your admin or an implementation partner configures it, so your team can maintain it after we leave.

Which platforms do you work with?

Planhat, Gainsight, Totango, HubSpot, and Salesforce.

How is this different from hiring a VP of Customer Success?

You get senior leadership for 5 to 20 hours a week, starting in weeks instead of after a months-long search. Some companies use a fractional engagement to build the system, then hire a full-time leader to run it. We'll help you write that role.

Will you manage our CSMs?

We coach them and run the weekly working session. Day-to-day management stays with your team unless you choose embedded leadership.

Can we start smaller than a Build?

Yes. Start with the Retention Diagnostic, a fixed two-week project with a clear readout.

Not sure which offer fits?

Take the scorecard first. Your lowest-scoring areas point to the right starting place.

Take the scorecard Book a 20-minute call