Our Solutions:
Services That Transform Post-Sales Into Revenue Engines
Whether you need full-time interim leadership or ongoing fractional guidance, Customer Launchpad provides the expertise to transform your post-sales organization into a scalable, strategic and efficient AI-powered revenue machine, servicing, retaining and growing your clients. Gordon leads every engagement, and may bring in specialized team members as needed.
We are experts in the complete customer lifecycle post the initial sale, so onboarding/implementation, customer support, customer operations, data-driven proactive customer success, account management and professional services. From strategy to operations.
Our Approach
Methodical Steps to Enhance Customer Success Performance
Step-01
Assessment & Strategic Alignment: Analyze your customer data, systems, team capabilities, and revenue performance to identify immediate opportunities
Step-02
Implementation: Strategic Implementation & Quick Wins Deploy proven frameworks, KPIs, and automation while delivering early results that build momentum
Step-03
Sustainable Growth & Optimization: Establish ongoing improvement processes with clear ownership and measurable outcomes
01
Interim Chief Customer Officer / VP Customer Success
Duration: 6-12 months minimum Best For: Major post-sales transformation, new market entry, complete team rebuilding.
What you get:
-> Gordon provides full-time executive leadership with hands-on implementation across entire post-sales org
-> Complete organizational restructure – strategy development and execution with data-driven proactive customer success operations
-> Cross-functional integration – complete visibility creation across all customer touchpoints with revenue-focused KPI development
-> Customer onboarding process transformation, optimization and automation
-> Customer support operations complete transformation with AI integration
-> Customer service team restructuring and performance management overhaul
-> Customer training programs design and ROI optimization
-> Senior-level team hiring and restructuring across all post-sales functions (VP, Director, Manager levels)
-> Complex AI and automation implementation with Gordon leading technical specialists and vendor management
-> C-level board reporting and executive stakeholder management
-> Comprehensive knowledge transfer and sustainable process documentation for your permanent leadership team
Typical Results:
– 120%+ Net Revenue Retention within 6 months
– 30-50% reduction in customer support ticket volume 40-60% improvement in customer onboarding speed
– 25-40% reduction in implementation project timelines
– Clear path to scale customer support and service across European markets
02
Interim Head of Customer Success
Duration: 3-6 months Best For: Rapid CS strategy implementation, team setup, process establishment
What You Get:
-> Gordon builds customer success function from ground up or restructures existing team
-> Customer Success strategy development and immediate implementation
-> Team hiring and training for Customer Success Managers and support staff
-> Process establishment for onboarding, health scoring, expansion identification
-> Technology selection and implementation for CS tools and platforms
-> KPI framework setup with revenue-focused metrics
> Playbook creation for sustainable CS operations
> Quick wins identification and implementation within first 30 days
-> Knowledge transfer to permanent Head of Customer
-> Success or promotion of internal candidate
Typical Results:
– Customer Success function operational within 90 days
– Clear revenue accountability established
– 40-60% boost in customer engagement metrics
– Foundation set for 120%+ NRR achievement
03
Fractional VP Customer Success / Head of Operations, Professional Services
Duration: 12+ months Commitment: 2-3 days per week or project-based sprints Best For: Ongoing strategic guidance, specific transformation projects, operational excellence focus
What you get:
-> Strategic oversight of all post-sales
-> Guidance and input for strategy and KPIs
-> Organizational design and leadership development
-> Monthly performance reviews and optimization
-> Quarterly business reviews and board support
-> Customer onboarding process optimization
-> Customer support automation
-> Customer training program ROI optimization
-> Access to our AI/automation specialist network
-> International expansion support & planning
-> Leadership coaching for your teams
Focus Areas:
-> Customer Success strategy and metrics optimization
-> Customer support automation and AI implementation
-> Customer onboarding acceleration & standardization
-> Implementation project management and efficiency
-> Account management and expansion processes
-> Customer service operations scaling
-> Post-sales operational excellence
-> Cross-functional coordination
-> European market entry and localization
-> Head of Operations support for customer-facing functions and beyond
04
EMEA Expansion Leadership
Duration: 6-18 months Best For: US companies scaling into European markets
-> Complete EMEA post-sales strategy and organizatioin setup led by Gordon (can expand to other sectors)
-> Local market knowledge across the region, incl. Germany, DACH and France based on Gordon’s 20 years European experience
-> Regulatory compliance guidance (GDPR, BaFin, local requirements)
-> Multi-language support strategy and implementation (leveraging Gordon’s trilingual capabilities)
-> Local talent acquisition and team building
-> Cultural adaptation of US processes for European markets
Deliverables:
-> EMEA post-sales playbook and processes
-> Localized customer success frameworks
-> European-specific AI and automation setup
-> Local team structure and hiring plans
Investment & ROI
Engagement Investment: Available upon consultation Typical ROI: 5-10x investment through improved retention and reduced costs Payment Structure: Monthly retainer with success milestones
GETTING STARTED:
The Process:
-> Strategy Call (Free, 45 minutes) – Understand your challenges and goals
-> Assessment Proposal – Detailed scope and
timeline for evaluation
-> Kickoff & Quick Wins – Immediate impact in
first 30 days
-> Full Implementation – Systematic transformation
with regular check-ins
Contact us now!
Join Us Today
Transform Your Customer Success Journey with Us!
Whether you need to optimize Customer Success, Professional Services, Support Operations, or create a unified customer experience across teams, we have the expertise to transform your customer operations.