Nathan Esposito / Customer Success
Make the
next move
clear.
Most CS teams don’t need more templates. They need the judgment behind them.
I work with Heads of CS and leaders carrying CS at B2B SaaS companies with roughly 2–20 million in annual recurring revenue.
Get in touch01 / Point of view
Good judgment.
Then good process.
A health score needs a next move.
I connect the signal to an owner, an action, and a regular review. A number on a dashboard cannot do that work by itself.
A business review starts with the customer’s priorities.
I start with what changed for the customer, the evidence of value, and the decisions ahead. Usage belongs in that context.
The sequence is part of the strategy.
I establish ownership and onboarding before adding measurement and growth motions. Sometimes the most useful decision is what to defer.
01 / Signal
I see steady use of core workflows, but the same contact attends every call. The executive sponsor is absent, and meaningful conversations have become less recent.
02 / Judgment
I look past the composite. Strong product activity does not resolve a relationship that depends on one person; I inspect engagement before assuming the account is healthy.
03 / Action
I ask the CSM to reconnect with the executive sponsor and confirm current priorities. I record the next commitment and review progress in the weekly cadence.
02 / The frameworks
Open the thinking.
The decisions, the dependencies,
and the reasoning behind them.
- 01
The CS operating playbook
How I connect ownership, onboarding, health, renewals and reporting into a usable operating rhythm.
- 02
Customer health scoring
The five signals I use, how I weight them and what should happen when an account changes status.
- 03
CS metrics & benchmarks
How I connect leading indicators to retention and expansion, and use benchmarks without turning them into targets.
- 04
Executive business reviews
The sequence I use to move a business review from listening, to evidence, to a decision.
- 05
The 90-day implementation
A 90-day sequence for establishing ownership, adding measurement and then building executive visibility.
03 / Working together
Where is
CS getting
stuck?
Bring the part of CS that isn’t working as it should.
Engagements are scoped by conversation.
Start a conversationHealth scoring
Make account risk explainable.
I connect product usage, relationships, support, adoption, and commercial context to a clear next action.
Onboarding & adoption
Define what first value looks like.
I make milestones, ownership, and handoffs explicit so a slow start becomes visible while there is time to act.
Renewal & expansion
Give the revenue conversation a process.
I connect account signals to renewal preparation and explore expansion through evidence of customer value.
Executive business reviews
Make the review useful for decisions.
I bring customer priorities, outcomes, discovery, and recommendations into a conversation with owned commitments.
CS operating cadence
Keep decisions connected to the work.
I clarify where account risk, cross-functional decisions, and executive priorities get reviewed and followed through.
04 / The person behind the thinking
Built in
the work.
I’m Nathan Esposito, a Customer Success and post-sale operations leader. I’ve designed and scaled CS functions inside B2B SaaS companies—building health models, running business reviews, managing renewals, and taking part in executive reviews where the data had to hold up.
I care about the decisions behind the documents: what to measure, who acts, and when it gets reviewed.
More about me05 / The next move
Start with
the conversation.
I’d like to hear what is working, what is getting stuck, and what needs to change.
Get in touch