Define Success.
Deliver Value.
Scale with Clarity.
I help mission-driven startups build Customer Success foundations that clarify value, reduce churn, and create alignment across teams
Does this sound familiar?
Challenges for your People
Team that got you here isn’t the team that will get you there.
It’s not working the same any more. People and Tools intersection. Scale accordingly.
Customer experience is not the same as the company is growing.
Challenges for your Process
Customer journey - is it mapped out and is everyone on board and on the same page with that journey?
Different people have different versions of the journey - getting aligned.
Churn mitigation - renewal pipeline management - understanding what the renewal process is and different people in the org have a different version.
Challenges for your Product
Customer feedback loop - lack of or not optimized
Understand customer use of product and where they are seeing value
Sales sells something and company delivers something else
What is Customer Success?
“CS is a customer-centric mindset: it's about delivering value and outcomes at every stage of the journey."
Understanding Customer Journey at the core, basic levels
Understanding the core critical milestones and delivering the “WOW” factor.
Are you delivering on your continuous milestones?
Who This is For
You're in the right place if you:
Lead a women-led or mission-driven company (femtech, digital health, wellness)
Are Series A or beyond
Currently at 1M-50M revenue
Have customers but you’re not seeing the adoption you expected
Have customers but have a high-touch onboarding process
Are ready to scale and you need to get your team and product ready to continue to delight the customers you already have
Your CS is non-existent, reactive, tactical not strategic
This is for:
CEOs/Founders who know CS matters but don't know where to start
COOs tasked with improving retention and customer experience
CTO entrenched too much with the day-to-day
"If you think you can't afford CS early - you can't afford not to. It's your best signal for product-market fit, retention, and scalable growth. CS isn't just post-sale - it's the connective tissue between product, customer, and business success.
~Shannan Hanson
Why Cairos
20+ Years.
4 Acquisitions.
One Focus: Making Your Customers Successful.
I've built, restructured, and scaled Customer Success teams through every stage—from scrappy startup to post-acquisition integration. I've merged CS organizations, rebuilt broken processes, and aligned cross-functional teams without the chaos that usually comes with growth.
Fractional CS Leadership
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CS Assessment & Strategy
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Workshops & Deep Dives
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Strategies to Scale
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