Gracie Binder

Over the last 15 years, I’ve led Customer Success and Support organizations inside high-growth tech companies. I build systems, playbooks, and operating rhythms that actually reduce churn and improve customer value. Today, I work with B2B SaaS companies who are experiencing rising churn, overwhelmed support teams, or unclear customer health. I help them stabilize their customer base, rebuild their CS/Support engines, and create the operational visibility leadership needs to make confident decisions. I typically help companies: Diagnose the true drivers of churn (controllable vs. non-controllable) Build customer health score models and retention playbooks Stand up Support structures, escalation paths, and one-call-close methodologies Improve support efficiency, QA, and case routing Implement Salesforce workflows, dashboards, and agent prompts Develop ROI methodologies that resonate with customers and show real value Common outcomes: Higher controllable save rate Improved post-live retention Clearer visibility into customer health and risk Stronger cross-functional alignment between CS, Support, Product, and Ops Reduced support backlog and faster resolution times More consistent customer experience across the lifecycle If your company is struggling with churn, lacks a mature CS or Support function, or is preparing to scale, I can help. DM me here or email me at gbinder22@gmail.com to connect.