Independent post-sale operations advisory
Your TAMs and CSMs have become the routing layer between customers and everyone else.
I redesign post-sale work so your best people spend less time coordinating internally and more time on customers, retention and growth.
For Customer Success, Support and Technical Account Management leaders at enterprise technology companies.
01Sound familiar?
The work keeps landing on the same people.
Scaling still means hiring.
Customer growth keeps pulling headcount with it because the underlying work has not changed.
Your best people are your bottleneck.
Escalations, renewals and executive briefings keep running through the same few senior people.
Context lives in people's heads.
When someone is on leave or moves on, the customer feels it.
More tools have not reduced the work.
Each platform adds another place to update and another meeting to keep teams aligned.
02Point of view
Most AI in post-sale speeds up the wrong things.
Meeting summaries and email drafts save minutes per task. The hours go to coordination: chasing internal teams, rebuilding context and preparing for meetings that exist to share information.
I start by mapping where that time goes. Then I decide what to remove, what to automate and where people's judgement matters most.
03How an engagement works
Start with the problem. Agree how success will be measured.
- 01
Conversation
I talk through the problem, what it is costing in time, customer impact, risk or revenue, and what you want to be different.
- 02
Agree the outcome
I define success with you, including the measures that matter and the level of involvement you need. You receive a fixed-fee proposal with clear options.
- 03
Redesign and measure
I rework priority workflows with your team, apply AI and automation where they fit, and track change against the agreed measures.
Where the cause is unclear or there is no credible baseline, I may suggest a short fixed-fee diagnostic.
04Latest thinking
Ideas for building post-sale teams that scale.
- 01
The Post-Sale Coordination Tax
Where capacity disappears into routing, context rebuilding, handoffs, synchronisation and reporting.
- 02
Your Technical Account Manager Doesn't Have a Productivity Problem
When one person becomes the routing layer for every customer need, personal productivity cannot solve the system problem.
- 03
Stop Making One Person Carry All the Customer Context
Customer context should be available to the teams that need it, not carried from team to team by one person.
05Who you'll work with
Daniel Butler, Founder
More than 20 years across enterprise technology, service operations, cloud, security and customer success.
I built Opscale around a recurring problem I have seen from the inside: experienced customer-facing people absorb the coordination the operating model leaves behind.
Begin
What would you fix first?
Tell me the problem. If I'm not the right fit, I'll say so.