Your renewal base already holds your next growth: price uplift, lapsed maintenance contracts, license expansion and win-backs. We redesign the post-sale motion to best practice, build the AI that finds and captures that revenue, free your team to work it, and report the results every month.
Built for account managers · customer success · renewal managers · contact centers
Led by Irit Eizips, post-sale revenue advisor to 100+ companies
Post-sale revenue engine · example accountILLUSTRATIVEBuilt on twelve years of post-sale work with 100+ software and enterprise companies, including
of new ARR at B2B SaaS companies came from existing customers in 2024.
in sales and marketing to win $1 of new-customer ARR in 2024, up from $1.76 in 2023.
of post-sale best practice we build into every motion, since 2014.
Source: Benchmarkit 2025 SaaS Performance Metrics Benchmarks Report, via Maxio.
Account managers, CSMs, renewal managers and executives lose their week to prep, reports and CRM updates, while whole segments get no attention. AI covers what doesn't need a person, takes the manual work off those who do, and releases OPEX for the roles that matter.
Renewals someone owns still wait on a stretched sales desk for the opportunity, the quote and the approvals. Untouched accounts, with no owner or an owner with no time, renew or lapse with nobody working them. We fix both, and make renewing easy for your customers.
Expansion looks different by account size. In accounts nobody touches, usage signals, under-penetrated products and unknown decision-makers sit unworked: we find them, make the right offer at the right moment, and route bigger deals to your reps as pipeline. In your largest accounts, account managers and CSMs get into more expansion conversations, each one prepared with the whitespace, the usage story and the right buyer.
Not more tools, and not faster busywork. A post-sale motion that covers every account, renews on time and grows the base, with results you can take to the board.
No segment goes a year without hearing from you. People own the accounts that need judgment; AI covers the rest.
Owned renewals arrive ready, and the untouched base renews too. The sales desk stops being the bottleneck.
Price uplift applied, lapsed maintenance recovered, and the upsells nobody pitched turned into pipeline.
Hours of prep, chasing and CRM updates disappear, so people spend their time on relationships and success plans.
Budget that funded busywork pays for wider coverage or strategic roles instead.
Revenue and hours measured against a control group and reported every month.
We benchmark your post-sale motion against twelve years of best practice, redesign it, and then build AI into the new version.
Your motion against best practice, and where the revenue and your team's hours are leaking.
Timing, owners, hand-offs and rules, designed before anything is automated.
Brain, agents, software and governance, run by us and reported every month.
Four capabilities work as one layer under all three tracks.
More revenue from the base and fewer manual hours, measured against a control group.
One trusted view of every account: contracts, entitlements, usage, support, stakeholders and history.
Agents that prepare, remind, recommend and follow up, inside the rules you set.
The renewal desk, account plans and dashboards your team uses every day, built for your process instead of spreadsheets.
Guardrails, evals, approvals and monitoring, so it keeps working after the launch.
Teams can now ship an agent in a week. What happens after launch decides whether it pays back.
“The hard part is the maintaining.”
“There is no set-and-forget.”
Two years on the data foundation before the AI could use it.
“Why most AI in customer success stays on a laptop.”
“Most agentic AI propositions lack significant value or return on investment.”
Quotes and summaries are from public podcasts and releases. The people and companies named are not CSM Practice clients and do not endorse us.
From a CSM Practice review of 45 documented post-sale AI implementations and 32 practitioner interviews, 2026.
Agents drift, models change and integrations break.
Contracts, usage and support live in five systems.
The pilot works on ten accounts and stalls on ten thousand.
AI and people pass work back and forth without context.
Activity counts instead of measured lift.
IT built it, the business uses it, nobody runs it.
Sets the target motion, the KPIs and the business case, and leads adoption with your revenue and customer-facing teams.
Connects your CRM, contracts, support and usage data, and builds the agents and software.
Monitors, tests, tunes and reports results every month.
Each motion starts in Assist, moves to Supervise, and reaches Automate only after it clears agreed accuracy, compliance and revenue gates.
AI prepares, drafts and recommends. People decide and send.
AI acts within set limits. People monitor and step in on exceptions.
AI runs the motion end to end. People set the policy and review results.
CSM Practice was the unbiased third party we needed to get a frank assessment of what we did well and where there were gaps in our strategy.
Sandra CasheChief Customer Officer, Veriforce
Top notch consultants tell you what to do, but CSM Practice tells you how to put it into practice too.
John FakatselisCOO, Accent TechnologiesWe immediately saw a difference in how receptive customers were to the value CSMs bring to their business.
Disha GosaliaVP Customer Success, New RelicQuotes are from CSM Practice consulting engagements. The AI service is new; beta clients will produce its first published results.
Irit Eizips founded CSM Practice in 2014 as a firm dedicated to post-sale revenue: renewals, expansion and retention. She has designed and rebuilt the post-sale function at more than 100 B2B SaaS and enterprise software companies, from first-CS-hire startups to SAP.
Before that she was on Gainsight's early team, running executive discovery with about 200 leaders on churn, adoption and expansion while the customer success category took shape. Earlier work in data warehouse architecture and BI means she reads the data model, not just the dashboard.
software and enterprise companies advised
CSM Practice founded
industry accolades
CX Hall of Fame inductee · Top Customer Success Strategist of the Year, IAOTP 2024 · Top 25 Customer Success Influencers 2023 · Judge, Customer Success Excellence Awards · Host, The Customer Success Podcast (135 episodes)
Tell us about your team. We check that the workshop is worth your leaders' two hours.
Your leaders and ours at a whiteboard. You leave with a business case.
If the case holds, we scope Phase 1 and prove it on one segment against a control group.
We start small, prove ROI against a control group, then expand. Each phase ends with a gate you sign off before the next one starts.
Pick the motion worth fixing first, and prove the case before anything is built.
Redesign the motion, then build the AI into it.
Into production for one segment, measured against a control group.
More accounts, more teams, the next track.
We keep it working, and keep improving it.
You keep every customer relationship and every commercial decision. We own the build, the operation and the number.
Post-sale teams with hundreds of accounts or more, renewals and expansion that drive the forecast, a revenue or post-sale leader who owns the number, and CRM and contract data we can get read access to.
We reply within one business day to set up a 30-minute fit call. If it's a fit, we book the 2-hour Post-Sales AI Strategy Workshop with your leaders.
One hour with us beforehand to align on logistics, the agenda and who should be in the room.
You get an executive-ready deck within 3 business days. If the case holds, we run the Strategic Blueprint and a pilot on one segment, measured against a control group.
Both. We redesign the post-sale motion, build the AI and the tools into it, and run it for you, reporting results every month.
No. You approve every customer-facing message, every motion has a kill switch, and autonomy grows only after agreed accuracy and compliance gates.
Either. It runs on a whiteboard, physical or digital.
Beta program
Work directly with our founding team on your post-sale revenue motion. Every beta client starts with a 2-hour Post-Sales AI Strategy Workshop, where we size the opportunity and decide together whether a pilot makes sense.
Starts with a 30-minute fit call and a 2-hour strategy workshop with your revenue and post-sale leaders
25 accolades · 100+ companies since 2014
