Who we are

Double Wind Consulting helps B2B software companies fix, build, and scale their Customer Success function — from the strategy to the execution.

Most CS consulting firms hand you a framework and walk away. Double Wind doesn't. We bring the strategy and the hands-on leadership to make it happen. Whether you need a trusted advisor, an interim leader, or a project partner, you get someone who has actually built what you're trying to build.

Chad Stephen

I build Customer Success engines.

Customers stay longer. Expansion becomes predictable. Teams perform.

The pattern is consistent: I join companies where Customer Success is fragmented, underdefined, or not keeping pace with growth. I assess fast, build the operating model, and execute.

I've led cross-functional teams of 65, scaled CS orgs through 300% ARR growth, cut renewal complexity by two thirds, and reduced time-to-value by 50% — more than once, at different companies.

Clients throughout my career have included McDonald's, CVS, Starbucks, the Yankees, Dodgers, Live Nation, JPMC, and Wells Fargo.

Smiling man with glasses wearing a dark suit and white shirt against a white background.

The Approach

Every engagement starts the same way: understanding what's actually broken before recommending anything.

Most CS problems look like people problems on the surface. They're usually process problems underneath. And process problems are almost always data and visibility problems at the root.

We move fast but we don't skip steps. We assess the current state, identify the root causes, prioritize what will have the most impact, and build or fix from there.

We don't hand off a deck. We build something that works — and make sure the team can run it without us when we're done.

Want to learn more about how we work?

Let’s put some wind in your sails.