Stop bleeding revenue through silent churn and reactive firefighting.
Protecting revenue is the most important growth strategy you have. With 25+ years of experience recovering escalated accounts and scaling them to $10M+ in annual value, EdgeHigh Partners establishes the kind of structured executive engagement that turns fragile client relationships into permanent, high-value strategic partnerships.
warningThe Reality of Scaling Customer Success
In the early days, founders can personally ensure every customer is happy. But as companies grow, that white-glove service fades into completely reactive support desks.
When you lack structured, executive-level Customer Success leadership, the symptoms are obvious:
- Silent Churn: Customers don't complain; they just quietly cancel at renewal time.
- Delivery Friction: Your technical teams and your clients are constantly misaligned on what was promised versus what is being built.
- Escalation Exhaustion: The leadership team spends all their time putting out fires for angry clients rather than focusing on growth.
How I Come Into The Picture
I act directly as your embedded VP of Customer Success. I don't just leave a list of best practices—I get involved in the escalations, I handle the hard client calls, and I build the actual processes your team will follow.
By bridging the deadly gap between what Sales sold and what Delivery is building, I ensure your clients receive measurable ROI and remain anchored to your platform for years.
Account Turnarounds & Recovery
I specialize in stepping into "red accounts" — situations where the relationship has completely broken down, delivery has failed, and churn feels inevitable.
I establish a rapid stabilization framework, rebuild executive trust through radical transparency and methodical governance, and solve the root delivery causes to turn the account into a referenceable success story.
How It Works
A proactive, structured engagement model to secure retention and drive systemic health.
The Foundation Behind This Work
Trusted client leadership isn't just about soft skills — it's about having the delivery depth to back up your promises.
verified$10M+ Account Scale
A proven track structure for taking highly escalated, declining accounts and transforming them into stable, referenceable strategic partnerships scaling beyond $10M in annual revenue.
trending_up58% to 88% NPS Improvement
Successfully overhauled client engagement and delivery governance for a major technology firm, resulting in a measurable jump in Net Promoter Score from 58% to 88% within 18 months.
account_treeRelationship Mapping
Expertise in multi-threading complex enterprise accounts — ensuring deep, redundant relationships exist across engineering, procurement, finance, and the C-suite.
insightsMetric-Driven Retention
Established predictive "early warning" systems using platform telemetry and engagement metrics to identify churn-risk accounts 6 months before renewal.
settingsAnnuity Conversion
Successfully converted 70% of a technology firm's project-based client revenue into long-term, predictable annuity contracts through structured account planning.
publicGlobal Account Governance
Built and managed client engagement models for global organizations with stakeholders across multiple time zones and cultures, ensuring consistent service levels.
What You Will See & Measure
We replace subjective feelings of "customer happiness" with hard, measurable retention metrics.
Visible Outcomes
- check_circleImproved trust and confidence with customer leadership
- check_circleFewer surprises and escalations
- check_circleClear articulation of delivered business value
Our Engagement Model & Skin In The Game
I am intrinsically motivated to retain your key accounts. My engagement model ensures my focus is exactly on the metrics that reduce your churn and extend customer lifetime value.
calendar_month Base Retainer
A reliable monthly retainer covering my direct involvement in rescuing red accounts, building the health-check methodologies, and establishing delivery governance.
monitoring Performance Variable
A variable component attached strictly to hitting explicit retention targets, eliminating churn in key accounts, and measurable improvements in Net Promoter Scores (NPS).
Why Me?
I have spent the last 20+ years building incredibly sticky, deeply embedded client relationships for global organizations.
I have taken the most furious, highly escalated "red accounts" and turned them entirely around into references entirely through methodical governance, extreme accountability, and executive presence.
Your team does not need more software to track customer sentiment. They need an experienced leader who has navigated the highest-pressure escalations in the enterprise ecosystem to show them how to do it.
Ready to Stop Revenue Leakage?
Schedule a conversation to discuss your most difficult accounts and explore how I can establish the governance needed to retain and please your clients.