Operators who own a book of your customers. Drive renewals. Lead expansion. Spot churn before it ships. The third floor in your revenue stack.
Pipeline gets filled. Deals get closed. Accounts get grown. Most teams have one of these. We run all three.
High-volume outbound. Cold call led, multi-channel. SDRs hitting the phones at US scale. Top of funnel filled, every business day.
SEE FLOOR 1 →Skilled closers running the deal cycle. Discovery, demo, negotiation, signature. The meeting hits the calendar, the Operator carries it through to MRR.
SEE FLOOR 2 →The relationship floor. Operators own a named book. Renewals, expansion, QBRs, at-risk recovery. Net Revenue Retention is the scoreboard.
START WITH ONE OPERATOR. Most clients start with a single Operator on their top 25 accounts. As the book grows, the floor scales. One becomes three. Three becomes a full relationship team. The motion stays consistent because the playbook does not change.
One CSM, two hundred logos, no real cadence. Nobody calls until a ticket spikes. Renewals come up in the last two weeks and half the book churns silent.
Reactive posture, no expansion play, no QBR rhythm. Customers stay because nothing breaks, not because anyone built the relationship.
You hate it. You delay it. Renewals turn into discount conversations because nobody built the case for value over the last twelve months.
One Operator. One named book. One playbook. The list below is what lands the day the seat goes live.
One Operator on your accounts, full-time, every business day. 160 hours per month. Not a shared queue. Not a pool. A named human owning a named list of customers with weekly touch targets and quarterly review obligations.
Every account in the book gets a touch every week. Phone, email, Slack, whatever the customer prefers. Blount activity discipline applied to retention. The relationship is built between calls, not on the renewal call.
Full Gap Selling discovery on every strategic account. Current state, future state, business gap, and the cost of staying still. QBRs run quarterly, slides built by the Operator, you sit in or the Operator runs them solo.
Renewal track triggered 90 days before contract end. Health review at 60. Terms and signature path at 30. Renewals stop being a fire drill. Negotiation and signature stay with you. The Operator builds the case.
Cross-sell, upsell, seat expansion. The Operator surfaces the opportunity from QBR signal and product usage data, builds the business case, and tees up the conversation. You close. Expansion MRR is tracked monthly and tagged to the Operator.
Usage drop. Sentiment shift. Decision-maker change. License underutilization. The Operator flags any account showing churn signal inside seven days and triggers the recovery play. Hormozi rule: keeping a customer compounds faster than winning a new one.
Five numbers, one dashboard. If any of them drift two months in a row, we open a root-cause review with you on the Friday call.
Sixty-minute kickoff with Justin, Yolande, and your revenue lead. We pull your top 50 accounts, map renewal dates for the next 12 months, mark expansion candidates, capture your QBR template (or build one), and lock the cadence rules. You hand over CRM access, product usage data feed, and three existing account-plan examples.
Ten business days to live. Account book carved and named. Operator trained on your ICP, product, pricing, and competitive posture. QBR slide template loaded. Renewal calendar wired into your CRM with 90 / 60 / 30 triggers. Expansion play library built from your existing customer wins.
Day one the Operator runs intro calls with the top 10 accounts. QBR calendar published. Any account inside 90 days of renewal goes on the renewal track immediately. You get a Slack channel with Yolande, Justin, and the Operator for live escalations and expansion signals.
Weekly book review every Friday. Renewal pipeline run rate, expansion pipeline movement, at-risk count, QBR completion. Monthly NRR scorecard. Quarterly book rebalance. Every lost account gets a 7-day post-mortem and the playbook updates that same week.
Three blocks, US-aligned. Account management is relationship work. The day is built around customer call windows, not queue triage.
Account hygiene block. CRM updates from yesterday written into HubSpot or Salesforce. Renewal pipeline reviewed. Top 5 at-risk accounts pulled from product usage data and flagged in your Slack channel before US customers wake. QBR prep for the week's scheduled calls.
US Eastern call window. The Operator is on the phone, not on the keyboard. Live customer calls. QBR delivery. Renewal conversations. Expansion plays. Every call gets logged to CRM with next-action timestamps before the Operator hangs up.
US Pacific call window. Final renewal touches. Daily report compiled. NRR run rate, renewals in motion, expansion pipeline, at-risk movement, accounts touched today. Slack summary lands in your channel at 8pm SAST.
Built relationship floors for two SaaS companies and a logistics platform. Specialist in renewal motion design, QBR cadence, and at-risk recovery plays. Owns the QA layer across every account book on the floor.
Justin Power is on every account. Every kickoff. Every renewal conversation that crosses a contract threshold.
NRR went from 89 to 117 in two quarters. We stopped losing renewals to silence. The Operator runs the QBR cadence I never had time for, and expansion conversations started showing up on their own.
One operating model. Dedicated Operator, weekly cadence, QBR rhythm, renewal motion, expansion plays, and a founder on the account.