Beverly Hathorn Consulting built the Customer Success Leadership & Performance Diagnostic for CS VPs to identify leadership, execution, and operating gaps and provide a clear plan.

At Beverly Hathorn Consulting, we work with organizations and Customer Success leaders who are delivering results - but still carrying too much of the load. Everything runs through them. Decisions bottleneck. Escalations stack. Visibility stays limited. Not because the work isn’t getting done - but because the structure behind it isn’t built to scale. We fix that. We help organizations strengthen how Customer Success operates and we help leaders strengthen how they lead within it. That means building clear systems, defined ownership, and leadership confidence so performance doesn’t rely on constant oversight. For organizations, this looks like: • Stronger retention and more predictable outcomes • Clear roles, workflows, and accountability • Customer Success aligned to revenue and business strategy For leaders, this looks like: • Greater visibility and influence with executives • Confidence in high-stakes conversations • A shift from managing everything → leading strategically Our approach blends Customer Success strategy, leadership transformation, DiSC-based insight, and practical process design so change shows up in how your team operates every day. Because effort isn’t the problem. Structure is. If you or your team are delivering, but everything still depends on a few key people - it may be time to rethink how Customer Success is designed and led. Start with a focused strategy conversation to identify what needs to change.