Post-Sale Operating Model Advisory
Customer Growth & Delivery helps software companies fix the operating gaps between sale, onboarding, implementation, go-live, retention, and expansion.
The Post-Sale System
Most software companies do not have one isolated customer problem. They have a set of connected operating gaps that show up at different points after the deal closes.
Sales closes the right account, but discovery, scope, or delivery expectations are not translated into a strong onboarding and implementation path.
Each engagement starts to feel custom. Delivery methods vary by person. Forecasting is weak. Leaders cannot see where projects are likely to drift.
Customers reach go-live at different speeds and with different levels of readiness. Customer Success inherits uneven outcomes.
The solution worked at launch, but the customer's business changes. Key users leave. New releases are ignored. Integrations age. Value slowly declines.
Customer risks are identified late. Expansion happens through effort and relationships rather than through a repeatable post-sale growth motion.
Metrics reward departmental activity rather than customer progress. No one owns the full sale-to-value journey end to end.
Point of View
When retention falls, companies often look first at Customer Success coverage, renewal playbooks, or account management discipline. Those matter — but they may not be the source of the problem.
The root cause can sit earlier: what Sales promises, what onboarding discovers, what Professional Services standardizes, what go-live truly means, and what customers need after their business changes.
Customer Growth & Delivery helps leaders see the full system, not just the final symptom.
The Customer Growth & Delivery Blueprint
The Blueprint is a structured way to assess and improve the post-sale operating model, designed for software companies that need a clearer connection between delivery, customer value, retention, expansion, and services economics.
Clarify the path from closed deal to successful customer outcome. Improve handoffs, discovery, scoping, and ownership.
A repeatable delivery model through service packaging, governance, templates, metrics, and delivery discipline.
Identify where customer value fades after go-live and design services and operating rhythms that catch the drift earlier.
Connect delivery, Customer Success, renewals, advisory services, and expansion into one post-sale growth model.
Define partner enablement, readiness, accountability, and joint delivery so partners support real customer outcomes.
Start Here
The first engagement is usually a focused Post-Sale Growth Diagnostic. It creates a shared view of the operating problem before anyone commits to a larger redesign effort.
We review the current state across sales-to-delivery handoff, onboarding consistency, services operating model maturity, post-live value erosion risks, Customer Success ownership, expansion motion, and partner readiness.
Consulting Services
A focused assessment that identifies where customer value, delivery reliability, and growth potential are breaking down after the deal closes.
Learn more →A structured operating model for services teams that need more reliable scoping, packaged offerings, delivery governance, and metrics.
Learn more →Identify why customer value fades after go-live and design service offers, reviews, or operating rhythms that address it proactively.
Learn more →Redesign the post-sale commercial motion connecting onboarding quality, customer health, renewals, and account expansion.
Learn more →A practical model for partner onboarding, delivery readiness, joint customer engagement, and partner-influenced growth.
Learn more →Hands-on executive support for companies that need a senior post-sale operator to guide diagnosis, design, and change without a permanent hire.
Learn more →How Engagements Work
Review the current state, interview the right leaders, map the customer journey after the sale, and identify where execution or value begins to weaken.
Separate noisy symptoms from the few operating problems that carry the largest business consequence.
Define the target operating model, service structure, decision rights, metrics, and executive cadence required.
Support the leadership team as the model is translated into working routines, offers, tools, reporting, and team expectations.
Help make the new model usable in the business, so it survives past the initial workshop or planning phase.
Built by Someone Who Has Led the Work
Customer Growth & Delivery was created by Trevor MacTaggart, a Professional Services and Delivery executive with more than 20 years of experience across enterprise software, SaaS, fintech, ERP, and customer-facing operations.
He has led Professional Services, PMO, Delivery, Support, Customer Success, and Partner Success functions. His experience includes building delivery frameworks used across global teams, creating certification and enablement programs, improving Sales-to-Delivery coordination, and serving as a senior escalation point for strategic customer accounts.
Start the Conversation
A short working session can help frame the operating problem, identify whether a diagnostic is useful, and clarify the path forward.