Customer Relationships as a Service | Black Knight Consulting Group

A typical customer success team identifies signals, builds graphs, and produces reports. AI can now do much of that in seconds. What it cannot do is build a trusted relationship. We create and actively maintain exactly that with your customers' decision makers, continuously, not only when something is needed.

A black knight chess piece standing in front of a formation of white pieces, shielding them

Your team delivers. We stay close.

We do not replace your organization. While your people concentrate on delivering the best results on time, we maintain a continuous, trusted presence with the decision makers on the customer side: listening, aligning expectations, and resolving concerns before they escalate.

Your customer success team

Customer onboarding
Adoption and engagement
Goal and outcome tracking
Retention and renewal metrics
Expansion qualification and execution
Internal coordination

Black Knight takes on

Relationship management with decision makers
Proactive risk management
Customer advocacy
Decision-maker alignment
Early, honest escalation
Surfacing expansion signals from the relationship

Your QRF (Quick Reaction Force): professional, proactive, and the gatekeeper of your customer relationships.

What You Get

The relationship, run as a discipline

Not another reporting layer. A continuous, professional practice of staying close to the people who matter on the customer side.

01

A Dedicated Advocate for Every Account

An experienced relationship manager who knows the account's decision makers personally, maintains the relationship week over week, and represents the customer's voice within your organization.

02

Presence on a Rhythm, Not a Trigger

We are in contact when things are going well, not only when they are not. Trust is built in the quiet weeks, and it is why our call is answered in the difficult ones.

03

Decision-Maker Alignment

An up-to-date, personal understanding of the people who own the budget and the renewal: their goals, their pressures, and how they define success.

04

Signals Into Conversations

Your team's data and reports still matter. The difference: with us they become conversations with the customer, not slides in a deck.

05

Early, Honest Escalation

Concerns reach your leadership as quiet conversations weeks in advance, never as surprises in a renewal negotiation.

06

Growth From Trust

Expansion opportunities identified through genuine relationships and ongoing dialogue, never through sales pressure.

How It Works

Operational in weeks

STEP 01

Assess

We map your key accounts, their decision makers, and your renewal calendar, and identify where revenue is currently at risk.

STEP 02

Deploy

Your dedicated relationship managers are introduced to each account's decision makers and begin a regular cadence of contact, under your brand.

STEP 03

Operate & Report

A consistent cadence of relationship reviews, proactive risk escalation, and a renewal pipeline reported at board level.

Questions

Customer Relationships as a Service, explained

What is Customer Relationships as a Service?

In our model, it is a dedicated relationship layer for your customer accounts: experienced professionals who build and maintain trust with your customers' decision makers, working alongside your in-house team rather than replacing it. Your team keeps onboarding, adoption, and tracking. We keep the relationship.

How is this different from customer success or customer support?

Support reacts: it answers tickets after something breaks. Customer success works earlier, tracking onboarding, adoption, and usage to make sure each customer reaches the outcome they bought. We work one layer above both: a trusted, personal relationship with your customers' decision makers, maintained continuously, not only when something is needed.

How quickly can the program launch?

A typical program is operational in weeks: an initial assessment of your key accounts and renewal calendar, then a personal introduction of your dedicated relationship managers to each account. Building an equivalent presence in-house usually takes several quarters.

Do we keep ownership of our customer relationships?

Yes. The team operates under your brand, inside your tools where possible, with full transparency. Playbooks, health data, and reporting remain yours, and everything is documented so you can bring the function in-house later if you choose.

Get in Touch

How well do you know the people who sign your renewals?

Tell us about your key accounts. We will show you what a standing relationship with their decision makers looks like, candidly and with discretion.

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