Work With Me
You're Not Hiring Me: You're Acquiring Strategic Capability.
Most companies treat Customer Success leadership as a staffing decision. Find a candidate. Interview. Negotiate salary. Fill the role.
Wrong approach.
Your churn rate costs you millions per year in wasted sales capacity. Your expansion motion is disorganized or a part of the total sales quota. Your CS team operates as support, not growth. You are burning cash on a customer org that does not deliver commercial results.
The right CS leader restructures your entire post-sale revenue engine. Turns 91% gross retention into 94%. Builds expansion playbooks that drive 30%+ top-line growth. Delivers a measurable lift in NRR that compounds into exit valuation.
That is not a hire. That is a strategic acquisition with a 12-month payback.
Here's how we work together:
Chief Customer Officer
The total cost of churn at a $300M company is $36.1M per year: $27M in lost revenue plus $9.1M in wasted sales spend replacing it. Over 3 years, that compounds to $118M. I stop the leak and turn your existing customer base into a compounding growth engine.
What I deliver:
Churn reduction: 9% to 6% over 3 years. $3M saved per percentage point at $300M ARR.
Expansion: CSMs driving 30%+ of expansion revenue.
NRR: 99% to 106%. The existing customer base grows for the first time.
ROI: 1.02x in Year 1. 3x by Year 3. $50M ARR gap at $300M scale.
Exit impact: Higher ARR and a higher multiple. On a $300M company, the total enterprise value delta is $1.29B ($3.14B without CS vs. $4.43B with CS).
What I bring:
Proven track record: $350M-$1B revenue responsibility across PE-backed and NYSE-listed X-aaS companies.
Proprietary frameworks: 7-Pillar Advanced CS Model, Maturity Model, KPI & Data Structure.
Commercial discipline: Revenue segmentation, GTM alignment, AI-enabled operations.
Global operator: Dual citizen (Canada/US), fluent French/English, EMEA experience.
Executive presence: CEO-direct reporting, Fortune 500 C-suite partnerships , board-level communication, cross-functional leadership.
I am selective about my next role. I work with CEOs who view CS as a revenue engine, not a cost center. Who give their CCO a direct reporting line and strategic influence. Who are building something worth transforming.
Best for: PE portfolio companies post-acquisition, growth-stage SaaS scaling from $200M-$500M ARR, publicly-traded companies restructuring post-sale organizations.
Fractional Chief Customer Officer
Executive-level CS transformation without the full-time commitment. I build the function, install the systems, and hand off a running operation.
Scope includes:
Initial audit: CS maturity assessment, revenue analysis, organizational & operational gaps
Strategy development: Segmentation models, coverage design, GTM alignment
Operational build-out: Playbooks, KPIs, forecasting models, tech stack optimization
Team leadership: Hiring, coaching, performance management
Operations: AI-enabled workflow implementation
Reporting: Ongoing executive reporting and investor updates
Typical engagement: 6-12 months, renewable
Best for: PE portfolio companies needing executive CS leadership without full-time hire, growth-stage SaaS building CS function from scratch, organizations between permanent CCO hires.
Interim Chief Customer Officer
Immediate executive intervention. When your churn is spiking, your CCO left, and your board is asking questions you do not have answers to.
What you get:
Immediate organizational assessment and action plan
Retention risk mitigation and crisis management
Revenue recovery initiatives and expansion playbooks
Permanent hire search support and transition planning
Best for: Sudden CCO departure, retention crisis requiring immediate intervention, PE firms post-acquisition needing rapid CS integration.
CS Transformation Advisory
Rapid assessment and strategic roadmap. I evaluate your current state using my proprietary CS Maturity Model, identify revenue leakage, and deliver an actionable transformation plan.
Typical engagement: 8-10 weeks
Deliverables: Maturity assessment, organizational gaps analysis, 12-month transformation roadmap, quick-win recommendations.
The assessment alone typically uncovers $1M+ in recoverable recurring revenue through retention improvement and expansion opportunity identification.
Best for: CEOs preparing for next funding round, PE firms evaluating portfolio CS capabilities, boards concerned about retention trends.
Speaking & Workshops
I speak at executive offsites, CS summits and conferences, and PE portfolio company events. Topics grounded in the financial case for CS, not theory.
Topics include:
The Churn Tax: How Your Sales Budget Hides a Revenue Leak
CS as a Revenue Engine: The 3-Year ROI Model
AI Agents in Customer Success: Implementation Framework
From Cost Center to Growth Engine: The CCO Playbook
Ready to discuss your needs?
Email me directly at contact [a] veroniquemontreuil dot com or use my contact form.
I respond to all serious inquiries within 24 hours.