consulting on the customer success pillars
Pillars-in-Practice™
The Proven Path to Scalable, High-Impact Customer Success
Unlock the Strategy and Roadmap to Drive Customer Outcomes at Scale
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Pillars-in-Practice™ is our method for turning the proven Seven Pillars of Customer Success framework into a working model for your business. We evaluate your current state, identify gaps, opportunities and quick wins, then deliver a clear roadmap to guide strategic action.
Why Choose
MomentumCX
proven in practice -
built on the 7 Pillars
Our services are grounded in the trusted Seven Pillars of Customer Success framework — designed by Wayne McCulloch and validated by real-world enterprise results.
real-world experience - real results
We bring deep operational expertise from inside start-ups, high-growth and public SaaS organizations across multiple industries. We’ve done the job, fixed what’s broken, and scaled what works.
strategic clarity -
executive results
We translate customer experience into actionable strategies that align stakeholders, reduce friction and accelerate outcomes with the credibility to win buy-in at every level.
tailored engagement - enduring impact
We meet clients where they are tailoring every engagement to their goals, culture and maturity. We ensure your team has the toolbox, confidence, and alignment to achieve the outcomes you want.
About Me
Over the past two decades, I’ve been at the forefront of customer success, not just leading teams but transforming them from high-touch, resource-intensive groups into scalable, digital-first growth engines. I’ve worked inside startups, scaled global SaaS organizations, and built award-winning customer communities and engagement strategies that changed how companies engage, grow, delight and retain their customers.
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But here’s the truth: I never wanted to do things the way they’ve always been done.
I’ve made a career out of challenging the status quo, blending strategic vision with operational precision to design customer experiences that actually work - and scale.
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That mindset led me to co-found the Pillars-in-Practice™ model alongside Wayne McCulloch, author of The Seven Pillars of Customer Success. I’ve always been driven by unlocking the next level of customer value and enabling companies turn data into strategy and strategy into customer experiences that sets them apart.
Services Tailored to Guide Your Next Best Action
Pillars-in-Practice™ Maturity Assessment
We evaluate your customer success capabilities across the Seven Pillars using our proprietary Pillars-in-Practice™ model. You receive a detailed scorecard, executive readout, and strategic guidance tailored to your business priorities.
Ideal For CX and CS leaders:
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Seeking clarity before investing in change​​
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New to their role or organization
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In fast-growing B2B environments
Includes:
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Maturity bench-marking by pillar
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Gaps & risks analysis
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Priority recommendations both long- and short-term
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Executive summary with actionable next steps
Uncover What’s Holding You Back — and What’s Possible
Uncover role- and tenure-based insights across the team to identify patterns, surface outliers, and build a targeted prescription for improvement.
Identify the specific areas within each pillar that present the greatest opportunities for improvement—helping prioritize key challenges and uncover quick wins.
