The Signal-to-Action Programme — Transform Retention from Reactive to Strategic

You can predict the churn. You just can't prevent it.

You know Sales and CS aren't aligned on what was promised. You know Product doesn't flag breaking changes early enough. You know escalations follow predictable patterns.

But the breakdowns happen in spaces you can't see — in handoffs you don't control, in commitments that were never documented, in ownership gaps nobody wants to admit exist.

You need visibility into the invisible middle — where customer promises quietly fall apart.

The Signal-to-Action Programme gives you the diagnostic methodology to find those breakdowns, the frameworks to fix them, and the coaching to make it stick.

12 Weeks. Three Phases. One System.

From diagnosis to implementation — built inside your organisation, using your existing tools.

Phase 1

Diagnose

Weeks 1–3

Map where customer commitments break down between teams. Run structured cross-functional interviews. Reconstruct churn timelines to find the earliest warning signals your organisation missed.

Deliverable: Friction map + escalation autopsy findings

Phase 2

Design

Weeks 4–7

Build the ownership architecture that makes implicit accountability explicit. Design early warning signals that trigger decisions, not dashboards. Create cross-functional agreements that hold.

Deliverable: Ownership structure + early warning system

Phase 3

Implement

Weeks 8–12

Roll out signals in your existing tools. Test effectiveness and iterate. Build team operating rules and decision rights. Create the board-ready retention narrative that changes how leadership sees CS.

Deliverable: Sustainable system your team runs without you

Six Modules. Each One Builds on the Last.

1

The Churn Visibility ProblemWhy surprises happen — and why dashboards, health scores, and QBRs aren't preventing them.

2

Cross-Functional DiscoveryStructured diagnostic interviews across Sales, Product, Support, and CS. How to surface dysfunction without creating defensiveness.

3

Escalation Autopsy SystemReconstructing failure patterns from your actual churned accounts. Finding the earliest warning signals your organisation missed.

4

Identifying Ownership GapsMapping where accountability drops in your handoffs — and designing the cross-functional agreements that close those gaps.

5

Building Early Warning SignalsImplementation using your existing tools. Signals that pass the three-part test: what to watch, where it surfaces, who acts.

6

Rollout & SustainabilityTeam operating rules. Decision rights. The board-ready presentation that transforms you from defending churn to presenting retention strategy.

What You Get

Core Programme

✓6 video learning modules with complete toolkits and deliverables

✓12 weeks of live Q&A coaching — 90-minute weekly sessions in hot-seat format

✓8 ready-to-use template frameworks — the exact tools from consulting engagements

✓Private community for peer learning and accountability

Bonuses

✓Signal Intelligence Assistant — AI trained on the methodology, available 24/7 for diagnostic guidance

✓Executive Presentation Library — 5 board-ready templates with speaker notes and objection handling

✓Escalation Autopsy Toolkit — the same diagnostic templates used in consulting

Founding Cohort Exclusives

✓50% off founding pricing — €1,497 (standard will be €2,997)

✓DFY upgrade discount — 50% off Operational Clarity Sprint if you upgrade within 12 months

✓Co-created case study published on LinkedIn and website

✓First access to all future offerings before public availability

Total Value

6 Video Learning ModulesIncluded

12 Weeks Live Q&A CoachingIncluded

Complete Template Library (8 frameworks)Included

Signal Intelligence Assistant€850

Executive Presentation Library€650

Escalation Autopsy Toolkit€450

Founding Cohort Exclusive Benefits€3,500+

Total Value€8,447+

Your Investment (Founding Cohort)€1,497

Is This for You?

This programme is for you if:

✓

You're a VP or Director of CS at a Series B–D B2B SaaS company (€10M–€100M ARR)

✓

You have a mandate to fix retention and a team to implement — you just need the frameworks and expert guidance

✓

You suspect churn originates in cross-functional handoffs, not in your CS team's performance

✓

Your board is watching retention metrics — and you need to demonstrate strategic control within 6–12 months

This probably isn't for you if:

✗

You want done-for-you consulting (that's a different offering)

✗

You're an individual contributor without cross-functional authority

✗

You want quick fixes without committing to the diagnostic work

✗

Your company is below €10M ARR or pre-Product Market Fit

Sarah Machon

I've spent 18 years inside these systems — building them, fixing them, watching them break in the same places across SAP, Xerox, Slack, Crimson Education, and Equiem.

The patterns are remarkably consistent, which is why this diagnostic approach works across different organisations. The programme teaches the methodology I use in consulting engagements, adapted for guided implementation with expert coaching.

SAP Xerox Slack Crimson Education Equiem

Founding Cohort

Five Spots. Starts 7 April 2026.

The founding cohort is deliberately small — five participants maximum to protect the quality of live coaching and peer learning.

5 FOUNDING SPOTS

Founding Cohort

€1,497

One-time investment · Full programme access

Standard Enrolment (Future)

€2,997

After founding cohort fills

At €1,497, preventing even one unexpected churn event — surfacing a single at-risk account 60 days earlier — pays for the programme many times over. But the real value is walking into your next board meeting with a system you can present.

Questions

How much time does the programme require each week?

The programme is self-paced — you work through the modules and diagnostic exercises on your own schedule. Most participants spend 2–3 hours per week: the module content plus the diagnostic work, which is done inside your organisation during your normal working week. It's not extra homework — it's better-structured versions of work you should already be doing. From day one you'll have written Q&A support on Slack, and from June live group coaching sessions begin. Because you start the modules on 7 April, you get a genuine head start on the frameworks before the live sessions kick in.

What about the live coaching sessions?

Live hot-seat Q&A sessions run for 12 weeks from June. Sessions are recorded and available for replay. That said, the hot-seat format works best when you're there live — it's where the real breakthroughs happen. Because you start the self-paced modules on 7 April, you'll have two months of framework work and Slack-based Q&A under your belt before the live sessions begin. That head start makes the coaching time far more productive.

Do I need specific tools or platforms?

No. The methodology works with whatever CS and CRM tools you currently have — Salesforce, Gainsight, ChurnZero, HubSpot, or even spreadsheets. You're building the diagnostic framework and signals inside your existing stack. No new platforms required.

Is this done-for-you or done-with-you?

Done-with-you. I provide the methodology, templates, weekly coaching, and expert troubleshooting. You do the diagnostic work inside your organisation. This is intentional — the system needs to be built by someone who understands your organisational context. That's you. I make sure you're building it right.

What if I want done-for-you instead?

That's a separate offering — the Operational Clarity Sprint (€7,500) or full Implementation & Stabilisation (€18–35K). Founding cohort members get 50% off if they decide to upgrade within 12 months.

Why only 5 people?

Above five, the hot-seat coaching format breaks down. Individual troubleshooting gets diluted. Peer learning becomes less intimate. I'd rather run multiple small cohorts than compromise the experience.

Can I join late if the programme has already started?

Yes — the modules are self-paced, so you can catch up asynchronously. The live Q&A sessions run throughout, so you'll still get the coaching and peer learning even if you start a week or two behind.

What's the connection to the free masterclass?

The free masterclass gives you three diagnostic exercises to identify where churn originates in your organisation. The programme takes that diagnosis and turns it into a complete, sustainable system over 12 weeks with expert coaching. Many programme participants start with the masterclass, but it's not a prerequisite.

Transform retention from reactive firefighting to strategic early warning systems