SEM REMEDY
STRATEGY / ENGINEERING / MANAGEMENT
 Book an assessment
/fractional-cco

You are winning customers and quietly losing them.

Adam leads our fractional chief customer officers. Onboarding, retention and a service model that still works once the customer count doubles, with the engineering capacity to fix what onboarding keeps exposing.

Book a retention review See all seven seats
When companies call

Churn is a delivery problem long before it is a sales problem.

Onboarding depends on heroics
Each new customer is a custom project handled by whoever is free, and the experience varies wildly.
Renewals are a surprise
Nobody sees the account going quiet, so the first sign of trouble is the cancellation email.
Support is absorbing product debt
The same tickets every week, worked around by people instead of fixed in the software.
What the seat owns

A service model, and the engineers to remove its causes.

The reason this seat works here: the recurring complaints get fixed in the product, not just handled faster.

01
Onboarding as a process
A defined first thirty days, the same for every customer, with an owner and a definition of done.
02
Early warning on renewals
Usage and engagement signals surfaced to a human with time to act, months before the renewal date.
03
Support volume, reduced at source
The top recurring tickets ranked by cost, then engineered out by the bench on the same retainer.
04
A team that scales
Roles, escalation paths and standards, so doubling customers does not mean doubling headcount.
The difference
The recurring complaint gets removed, not handled faster.

A customer officer without engineering can only staff around a product problem. Adam ranks the top recurring tickets by what they cost you, and the bench on the same retainer engineers them out.

Proof slot — needs a client-approved line
One engagement with a support-volume or retention number attached. This is the page where a percentage does the most work.
Related: application repair, and the COO seat.

Start with the assessment, not the contract.

Book a technical assessment and you will get a straight answer about which seat you need, including the answer that you do not need us.

support@semremedy.com 216 200 8232