How We Work Together
A structured path built around your priorities. Start where the gap is most urgent. Move forward when it makes sense. You stay in control at every stage.
2. CS Foundations Orientation Session
3. Focused Collaborative Design Sprints
4. CS Practice Enablement Program
Not sure where to start or have other ideas? Send me a quick message or book a short call to discuss what would be most beneficial in your situation.
What each engagement involves:
Free — CS Practice Capability Self-Assessment
The right starting point for everyone.
What it is:
A structured 30-minute self-evaluation tool covering five foundational CS practice pillars:
- Governance and Organisational Integration,
- Value Architecture, Segmentation and Engagement Models,
- Customer Lifecycle Management,
- Proactive Renewal Risk and Voice of the Customer Management,
- CS Team Enablement.
The assessment is based on a proven ITSM maturity framework — not a marketing quiz.
What you do:
Work through a set of structured questions for each foundation area. Evaluate your organisation’s current capability level across cross-functional governance, value architecture, lifecycle management, and renewal risk management.
What you get:
- A clear picture of where your CS practice is mature and where the foundations need strengthening,
- Solid ground for meaningful discussions with me and your colleagues.
Free. Instant access. No commitment.
CS Foundations Orientation Session
For teams ready to explore the picture in depth.
What it is:
A focused 1.5–2 hour facilitated session based on your completed self-evaluation. Together, we explore the results, map the maturity picture across all four foundations, and identify the most important area to address first.
What you do:
Walk through your self-evaluation results with Natalya. Discuss the context behind the gaps. Think through priorities together.
Who should be involved:
Head of Customer Success as the core participant, CS Ops and/or RevOps recommended where relevant.
What you get:
- A mapped maturity picture across all four practice foundations
- Clarity on which foundation area to address first
- A clear path forward
Focused Collaborative Design Sprints
For teams ready to design specific foundations.
What it is:
Full-day facilitated working sessions — one per practice foundation area. CS leaders and cross-functional stakeholders work together using a structured methodology to design the foundations your organisation needs. The orientation session determines which sprints are most relevant and in what order.
Sprints are modular. Take one or combine several — depending on your gaps and how quickly you want to move.
What the team does:
Work through structured facilitated exercises specific to each foundation area. Your team thinks together, challenges assumptions, and makes decisions — documented as they go. The decisions are always yours. The methodology and facilitation are mine.
Who should be in the room:
CS leader, CS Ops or equivalent, and the relevant cross-functional stakeholders for the foundation area being designed. Full presence for the full day — this is where the work gets done.
What you leave with after each sprint:
- Draft artefacts specific to the foundation area
- Decisions made by your team — not handed down from outside
- A clear implementation and refinement backlog
CS Practice Enablement Program
For teams in implementation.
What it is:
Ongoing monthly or quarterly facilitated sessions to help your organisation embed what was designed in the sprints — refining artefacts, reinforcing the methodology, supporting cross-functional decisions, and building lasting capability across your CS team.
Who it is for:
CS leaders and their teams who have completed one or more design sprints and are in the implementation phase.
What you do:
Work with me in regular facilitated sessions to review progress, address implementation challenges, refine the model, and keep momentum going.
Who should be involved:
Leadership team and selected managers involved in the original design sprints.
- What you get:
- Follow-up facilitation sessions
- Artefact refinement support
- Methodology coaching for CS leaders and teams
- Cross-functional alignment sessions
- Improvement backlog reviews