Most teams don’t need more slides, they need a clear operating model and messages that move revenue.

Scotch & Bonnet Consulting helps organizations define the end-to-end customer journey, identify critical moments (onboarding, adoption, value realization, renewal, and expansion), and design the plays, metrics, and communications that make those moments predictable.

From concept to execution, we turn Customer Success into momentum: health scoring that predicts risk, onboarding and QBR frameworks that build confidence, renewal and expansion plays that secure growth, and role design and coaching that elevate team performance.

Our work drives tangible results, including higher net revenue retention, lower churn, faster time-to-value, cleaner forecasts, and executive-ready narratives that keep the entire company aligned.

Customer Success, end-to-end

Scotch & Bonnet transforms Customer Success into a repeatable, scalable system.
We define the customer journey, build playbooks, design SLA handoffs, create health and risk models, and develop renewal and expansion motions that drive action. We help teams establish rituals and communication standards, tighten dashboards, and embed learning loops so that performance compounds over time.

Operating & commercial clarity

Once the system is running, Scotch & Bonnet pressure-tests pricing and packaging, refines account segmentation, and sharpens value stories to improve alignment between CS, Sales, and Product. We streamline internal communication, refine executive updates, and establish a writing standard, from proposals to QBRs to customer emails, that makes decisions easier for both leaders and clients.