Customer Success For Growth

Fresh solutions that drive engagement, reduce churn, and scale customer relationships effortlessly.

Focus Areas

Customer Journey Planning

The customer journey is a continuous loop of defined milestones throughout the life of the customer contract. Planning ahead will ensure a consistent customer experience.

CS Operations

From check-in activities to Executive business reviews, prevent ‘fire-fighting’ and prioritize tasks that will keep focus on the overall health of the customer.

Scaling & Segmentation

Each unique customer has an overall value to the business that should be matched to the type of outreach from the CSM. By utilizing customer data we can build an experience to match each customer.

Customer Health Score

A data-driven approach to evaluate overall customer engagement, satisfaction and likelihood of retention or churn. Being able to quickly identify a customer's status based on key metrics will help the business proactively manage customer relationships.

Retention & Expansion

Our goal in customer success is to ensure each customer achieves their goals with your product, leading to full renewals, upsells, and expansion. We achieve this through customer-centric engagement and proactive health monitoring.

Coaching / Mentoring

A trusted leader is paramount to a high functioning team. Ensure your personal brand and leadership style resonates with your team.

Owner & Primary Consultant

Libby Knott

With a proven track record in Leadership and 10+ years experience in Customer Success, Libby Knott is an expert in building, scaling, and optimizing global Customer Success organizations. As a VP of Customer Success at a fast growing SAAS company, she led high-performing teams across North America, APAC, and LATAM, overseeing both leadership roles and 90+ Customer Success Managers. Libby specializes in driving customer retention, growth, and operational excellence, ensuring a seamless customer journey while maximizing revenue impact.

Now, as the founder of Flow Consulting, Libby leverages her extensive experience to help businesses establish and refine their Customer Success strategies, ensuring effortless scalability, impactful customer engagement, and sustainable growth.