Customer Success Seat

Capacity held each month. Confirmed by Nadia, not inferred from an open calendar.

Reserved each month

4 days per month

Also included

weekly account review

And

monthly renewal plan

Response time

Two business days within allocated time

Next start

December 2026

The company

Vandermeer Software. 64 staff, USD 6.2m ARR.

What they want

A success function separate from support, and earlier warning

Why now

Churn is discovered eleven days before the renewal date, on average

Who signs the mandate

Joost Vandermeer, CEO

Attached at intake.

• Renewal and churn records, 24 months (XLSX)
• Product usage export (CSV)
• Support history (CSV)

Initial term

Three months, then rolling

Notice

30 days either side

A reserved day

Up to 8 working hours, including preparation and follow-up

Not included

Emergency and out-of-hours cover, travel and extra days

The person does the work. Nadia runs the contracted sessions and owns the professional judgment. Supporting agents prepare intake, evidence, agendas and follow-up, and their drafts are reviewed before anything reaches the client.

1. Qualify the company, stage, problem and leadership fit.
2. Review authorised evidence and agree a baseline.
3. Sign the mandate, capacity and decision-rights schedule.
4. Run the agreed leadership meetings and direct the priorities.
5. Review performance with the sponsor and record decisions.
6. Renew, revise or hand over the mandate with an action register.