Make customer retention part of your growth strategy.
We help you stop the silent revenue leak: keep more clients, renew with confidence and grow the accounts you’ve already won.
Led by Ashly Emmanuel, an account management leader with 20+ years managing enterprise clients including Telstra, Westpac, NAB, ASX and NBN Co. Read more →
The Problem
Growing fast. Losing customers just as fast.
Most growing businesses have the same problem: strong acquisition, weak retention. Revenue looks healthy until you run the numbers on churn. By the time leadership notices, months of recoverable revenue have already walked out the door.
No one owns your accounts
Account management is everyone's job, which means it's no one's job. Onboarding is inconsistent, renewals are reactive, and account health is invisible until it's too late.
Churn you can't explain
Customers cancel and you're not sure why. There's no health scoring, no early warning system, no structured touchpoints. By the time you spot the risk, the customer has already decided to leave.
Not ready to hire full-time
A senior account management leader costs $250K to $400K a year and may take 12 to 18 months to pay off. You need the expertise now, not the overhead.
What We Do
We fix revenue leakage within your existing customer base.
Strategy and leadership
Account management strategy and roadmap, team design, hiring briefs, operating rhythm, and board and exec reporting.
Onboarding and adoption
Onboarding design, time-to-value, customer journey mapping and adoption plans.
Health, risk and renewals
Health scoring, early-warning triggers, escalation management, save plans, renewal playbooks and forecasting, and dormant customer re-engagement.
Growth and account reviews
Upsell and cross-sell plays, account planning, expansion pipeline, quarterly business reviews and executive sponsor programs.
Metrics and customer insight
Retention, churn, NPS and satisfaction metrics with clear dashboards, plus feedback programs that feed back into your product and service.
AI-supported account management
Health dashboards, renewal tracking and reporting that run in the background, with your team approving what matters.
How We Engage
Three ways to work with us.
Every engagement starts with your Account Health Check, followed by a working session to understand your business and agree the right plan of attack.
Strategic Advisory
For founders who need a senior account management perspective on specific problems: churn analysis, playbook review, team structure or board-level retention strategy.
Fractional Account Management
Senior account management leadership embedded in your business. We run the strategy, build the systems and work directly with your team, at a fraction of the cost of a full-time hire.
Account Management Build Program
For businesses that need to build an account management function from the ground up, or restructure one that isn't working. Defined deliverables, a clear timeline and lasting results.
Case Study
What this looks like in practice.
Churn halved. Team clarity restored. Revenue compounding again.
HeyYou had strong acquisition, with new café partners signing up every month. But churn was keeping pace. Working directly with their CEO and CFO, Accentric restructured the post-sales team, built account manager playbooks and scripts, designed the customer experience end to end, and created a structured approach to re-engaging dormant customers. Within two quarters, monthly churn dropped from around 40 customers to around 20.
Read the full case study →What Our Clients Say
In their words.
"We knew we were losing clients but couldn’t say why. Within a few months we had clear visibility of account health and renewals stopped being a surprise."
"It felt like having a senior account management leader on the team from week one, without the cost or risk of a full-time hire."
"Our team finally has a structure for onboarding, reviews and renewals. Our biggest accounts are growing again instead of quietly drifting."
Free Account Health Check
How healthy is your account management?
Answer 5 quick questions for a high-level read on where churn risk may be building. It's a starting point. Every business is different, so the right plan comes from a proper conversation.
How many active client accounts does your business manage?
Ready to stop losing customers you should have kept?
Take the free Account Health Check. In 2 minutes you'll see where churn risk may be building and where to focus first.