Your customers are telling you
everything. Almost no one is listening.
I coach customer success and account management teams to hear what's actually being said in every client interaction so churn stops surprising you and expansion stops getting missed.
Churn doesn't show up out of nowhere. It gets missed for weeks first.
By the time a client says "we're not renewing," the real conversation happened three interactions ago — and nobody caught it.
React to the loud signals
Escalations, angry emails, a canceled call. By the time it's loud, it's already a rescue mission. And I don't need to tell you that rescue missions are expensive, exhausting, and win far less often than they should.
Catch the quiet ones
A tone that's slightly flatter than usual. A stakeholder who stopped showing up to calls. A question about "what else is possible" that's really an expansion opening. They hear it while there's still time to act.
Most CSM training focuses on process: cadences, QBR templates, and ticket SLAs. These are all useful, but none of it teaches a person to actually listen: to notice the gap between what a client is saying and what they mean, and to know what that gap is worth in revenue.
That's the piece I coach. This is not just another workflow, it's A different level of attention.
See what churn is actually costing you. Then apply.
This is the same rough math I'd walk you through on a call. Fill in your numbers, see the estimate update, then send me the application below it.
I call it Customer Signal Intelligence.
It's a way of training your team to treat every interaction as information and to act on it before it becomes a headline.
CSI isn't a script or a sentiment-scoring tool. It's a coaching process that rebuilds how your CSMs and account managers pay attention in calls, in emails, and in the silences between them. Once someone can actually hear the signal, the right action usually becomes obvious.
Name the real pattern
We go through actual client interactions from your team, not hypotheticals, and I show them what was really being communicated underneath the words.
Build the reflex
Through live coaching on real accounts, your team learns to catch churn risk and expansion openings in the moment, not in a postmortem.
Turn signal into revenue
Every signal gets tied to a next move it could be a save, an upsell conversation, or a stakeholder check-in, so the insight doesn't just sit there being interesting.
This isn't theoretical. It's what happened when specific people started listening differently.
While I was COO of a 97-team digital marketing agency, I coached a single CSM on signal-based selling and retention. Acting on what she started noticing added $40,000 in revenue to her book and this resulted in hundreds of thousands more across the agency once the approach spread.
During our first CPE pilot with Surge Digital Marketing, a CSM identified a $6,000 website-build opportunity in her very first week of coaching. Her words: she wouldn't have seen it otherwise and it would have been a missed sale, not a bad one.
A CPE beta account learned to spot churn signals 60 days ahead of renewal, early enough to actually intervene. Three clients who were likely gone stayed, retaining $7,500 in monthly recurring revenue.
"The three sessions were truly an invaluable experience. I was genuinely inspired by your experience, insights, and practical advice. Each session left me with valuable takeaways, new ideas, and a greater sense of confidence in my own leadership development."— CX Team Lead, nVent
Built for agency owners, not for everyone.
This works because it's specific. Here's how to know if it fits.
This is a fit if...
- You run an agency and your CSM or AM team owns retention and growth on existing accounts.
- Churn is costing you more than you can explain, and you suspect it's a listening problem, not a pricing one.
- Your team is capable, but reactive — they handle the fire, not the smoke.
- You'd rather build a team that catches this on its own than hire another tool to flag it after the fact.
This isn't a fit if...
- You're looking for a CRM, a health-scoring dashboard, or another piece of software.
- You want a one-off training day and a certificate on the wall.
- Your team has no real client contact. This is built around live interactions, not theory.
I've done every job on this path. Not just studied it...I've experienced it.
Josh Koeller
I've sat in the CSM seat, run the department, and reported to the board on why retention numbers moved the way they did. That's the whole path. This is not not a certification, but rather a résumé built on it.
Customer Profit Engine, the company I co-founded, is built around the same core idea: customer experience is a profit center, not a cost center, when the people closest to the client know how to read what's actually happening. This coaching practice is where I do that work directly with agency owners and their teams, both one-on-one and inside the team itself.
I'm not going to hand your team a framework and disappear. I sit in on real conversations, with real accounts, and I tell you the truth about what I'm hearing.