Customer Success Leadership for Growth-Stage Teams
Moving Fast But Your Post-Sales Engine Needs Help?
You Might Be:
You're not alone.
How We Can Help
Interim CS Leadership
Step in as your acting CS leader to fully own and operate the function during periods of growth or transition
What You Get
→ Executive-level leadership across Success and/or Support to get quick wins and elevate the function in a short time
→ Clear ownership and momentum during a critical transition period
Ideal For: Companies who need who need strategic leadership and steady execution 10–20 hrs/week over 3–6 months
30 Day CS Assessment & Tune-Up
A fast-turnaround, focused engagement to evaluate your CS org and identify high-impact opportunities
What You Get
→ Full diagnostic of your CS org, customer journey, and key metrics
→ Stakeholder insights to surface gaps or blockers
→ Clear summary of your highest-leverage opportunities
Ideal For: Leaders who need quick clarity before hiring or making changes to your CS strategy
CS / CX Advisory
Strategic partnership to solve specific challenges and improve post-sale growth
What You Get
→ Diagnosis and fix for problems like churn, handoff, or journey issues
→ Development of specific tools like segmentation, playbooks, or health scoring
→ Strategic guidance to internal CS or CX leadership
Ideal For: Leaders who need expert input to guide key decisions or improve post-sale systems
Executive and Team Coaching
Hands-on support to help managers and senior leaders lead with clarity, confidence, and consistency.
What You Get
→ Stronger day-to-day decision-making and leadership skills
→ Improved team performance, morale, and retention
→ Frameworks to grow faster as a leader
Ideal For: Senior or growing leaders who need coaching or a sounding board — not just direction.
About Frame & Form
Hi, I'm Jon Smith.
I’ve spent nearly two decades leading Customer Success, Experience, and post-sales teams at companies like Mailchimp, Calendly, Riverside.fm, and The Home Depot.
At Frame & Form, I work directly with founders, revenue leaders, and CS teams to close leadership gaps, build stronger systems, and drive results — without the overhead of a full-time hire.
Whether you’re scaling fast or navigating a transition, I bring the leadership, systems thinking, and calm execution your team needs when clarity and progress matter most.
What Others Say About Jon
“Jon helps teams identify areas of opportunity, up-level performance and generate concrete paths to improve.”
President & COO/CFO
"Jon was a valuable thought partner who helped me push my team to the next level."
SVP, Customer Experience
"Whether you’re a C-level executive or at an earlier stage in your career, I recommend a conversation with Jon."
Vice President, Customer Success
Book A Free 20-Minute Discovery Call
Let’s hop on a no-pressure 20-minute call to talk through your needs. You'll get a few next steps & frameworks to use, even if we don’t end up working together.