Who We Are
We are a collective of experienced leaders and practitioners united by a shared commitment to customer success. Our core team brings decades of expertise in strategy, operations, and customer management—backed by the largest network of independent consultants and boutique firms focused exclusively on execution.
We don’t just advise—we activate. Real change happens when insights are embedded into daily practice and customers feel the difference. That’s why we work side by side with clients to drive measurable outcomes.
We pair hands-on experience with the power of AI and technology—using smart systems and predictive insights to scale impact and precision.
Our focus is simple: close the gap between customer expectations and delivery. When our clients succeed, their customers thrive—and so do we.
Clients Served By CSSG & Our Leadership
Organizations choose us for our proven expertise in customer retention and the industry’s most comprehensive network of customer success practitioners. We identify where customer relationships are at risk and act fast—through training, process redesign, or targeted engagement.
Turning Customer Insight In To
Competitive Advantage
Our Clients' Results Speak For Themselves
1500%
Return On Investment
45%
Improvement In Customer Satisfaction
43%
Increase In Retention
+40
Point Increase In NPS
Explore Our Solutions
We combine diagnostic rigor with real-world execution, powered by the most comprehensive network of affiliate customer success practitioners and operational consultants in the industry. From insight to strategy, organizational design, and tech-enabled execution, we help companies close the gap between customer expectations and actual delivery.
We support the full customer success lifecycle—from acquisition through growth and retention, integrating customer insights, engagement, value realization, and advocacy every step of the way.
Organizations turn to CSSG to drive measurable improvements in satisfaction, growth, and retention—through systemic, actionable change that sticks.
We help organizations design and operationalize customer success strategies that drive retention, growth, and long-term value.
Customer Success Strategy + Organizational Design
We analyze churn drivers and design proactive retention strategies that reduce attrition and increase customer lifetime value
Churn Reduction &
Retention Programs
We build predictive health score models powered by sentiment, usage, and engagement data to identify risk and drive action.
Customer Health Scoring & Predictive Analytics
We map critical touchpoints across the customer journey and develop tailored playbooks to drive engagement at every stage.
Customer Journey
Mapping & Playbooks
We define the right KPIs, build intuitive dashboards, and create visibility that drives accountability and performance.
CS Metrics & Dashboard Development
Our Industries
Customer Success principles apply across industries—and so do we. CSSG helps organizations with recurring revenue, high customer lifetime value, and dedicated service teams.
SaaS & Technology
Health & Wellness
Insurance & Financial
Casino & Gaming
Media & Entertainment
Supply Chain & Logistics
Retail & CPG
The Perfect Customer Success Experience
What our partners say about working together to turn customer success strategies into real, measurable results.
"CSSG’s CSNav Diagnostic Platform gave us the clarity to identify risk early and take action—helping us retain key accounts we might have lost."
P Emmert
SVP Customer Success
“We had the strategy, but not the capacity. CSSG helped us close the execution gap faster than we thought possible.”
J Gallagher
SVP Marketing
"They helped me hit KPIs I’d struggled with for months. CSSG’s frameworks are incredibly practical."
C Guerriero
Director, Customer Success