Diagnose
Customer Success Audit
An outside, structured look at how your Customer Success function runs today, and what separates an average motion from one that reliably drives retention and expansion.
Learn moreGrowth breaks the handoff long before it breaks the team.
Customer Success & Service Delivery Advisory
Sales closes. Implementation delivers. Customer Success renews. Each function performs, yet the customer still falls through the seams between them.
Start a 30-minute conversationTwo core practices, one shared model
Formalize how you scale customer-facing operations
InsightEdge puts a shared model behind Sales, Implementation and Customer Success, without losing the relationships that got you here.
Build
Service Delivery Design
The operating model that carries a signed deal through to a healthy, adopted customer, and keeps it there as volume grows.
Learn more
Lead
Fractional Leadership
Interim or part-time Customer Success and Service Delivery leadership through a transition, a gap or a growth spurt.
Learn moreOne customer journey. One shared model.
Service Delivery and Customer Success are usually run separately, yet they share one outcome: a customer who adopts, renews and becomes a reference.
Sales
Promises made in the deal are written down and carried forward.
Implementation
Onboarding sized to customer complexity, with clear readiness criteria.
Customer Success
Coverage, account health and a cadence that predicts renewal.
Renewal & Reference
Adoption that turns customers into advocates.
The common failure is not a weak team. It is the absence of a shared model for how the functions hand off and stay accountable as volume grows.
What changes when the handoffs work
Organizations bring InsightEdge in when they want to:
- See where accounts fall between Sales, Implementation and Customer Success
- Know which metrics predict renewal, not just report it
- Right-size onboarding to customer complexity
- Keep delivery capacity in step with sales growth
- Build an operating model the team owns and keeps using
Every engagement ends with a plan and a working model your team can run on its own.
See how we work
Adil Lahrizi, EMBAFounder, InsightEdge Transformation Group
The practice
Experience across six industries
Twenty-five years of Customer Success and Customer Operations leadership, with hands-on experience in Sales Operations, Revenue Operations, Product Management and Business Development.
Aviation & AerospaceAirline portfolios, account governance and merger integrationHealthcare & Health TechEnterprise imaging, implementation programs and clinical governancePublic Safety & Emergency CommsMission-critical service operationsTelecom & MediaCustomer operations at scaleEnterprise Tech & IT ServicesDelivery, support and managed servicesInsurance & Public SectorLarge, regulated customer environments
25+Years, executive level
6Industries
GlobalEnterprise & public sector
Experience spans work withBoeing · Air Transat · McKesson · Change Healthcare · Optum · IBM · Videotron · Dynacom · Voyus Canada · E-Comm 911 · ICBC · Vancouver Coastal Health
What clients are saying
Client feedback shapes how we work. Here is what clients have said.
★★★★★
“Strategic!”
“Adil added critical perspective to our new product and services offering, revamped our GTM strategy, and accelerated our path to market, saving us time and resources.”Jia Z. (Business Owner)
★★★★★
“Clarity!”
“Adil’s business coaching helped us rebuild our culture and make measurable gains in employee engagement.”Jas B. (CEO)
Start with a 30-minute conversation.
No pitch. We map where delivery and onboarding stand today, how accounts move from Sales to Implementation to Customer Success, and what a right-sized first engagement would look like.
Book a consultation