ClearPath CX

Where Customer Journeys Find Direction

At ClearPath CX, we help companies transform customer relationships into growth engines. Through Customer Success-as-a-Service (CSaaS), we deliver the strategies and hands-on expertise needed to reduce churn, improve adoption, and increase lifetime value - without the overhead of building an in-house team.

Whether you’re a growing startup or an established enterprise, our mission is simple: guide you toward measurable results and lasting customer loyalty.

Why ClearPath CX?

  • Proven experience turning complex, high-value accounts into advocates.
  • Expertise across cybersecurity and SaaS industries, supporting brands like Lowe’s, The Home Depot, and Ernst & Young.
  • Scalable, flexible engagement models - from advisory to fully managed success programs.
  • A human-first approach that aligns customer outcomes with business goals.

Our Core Values: The Four Cs

  • Customer Commitment - We put your customers at the center of everything we do, ensuring their success fuels your growth.
  • Collaboration - We partner with your teams and stakeholders to create solutions stronger than any individual effort.
  • Character - We lead with honesty, accountability, and respect, doing what’s right even when it’s not the easiest path.
  • Continuous Improvement - We embrace growth, adapt to change, and constantly refine our approach to deliver better results.

Your Path to Success Starts Here

Customer success isn’t just a department - it’s a mindset that drives retention, expansion, and advocacy. ClearPath CX is here to chart your course and walk it with you.

Our Story

ClearPath CX was founded to solve a growing challenge: companies need world-class customer success strategies but can’t always justify the time or cost of building them internally.

With over 11 years of experience in cybersecurity and SaaS, founder Mark Bernardin has built and led customer success programs that turned historically challenging accounts into thriving partnerships. His work with industry leaders such as Lowe’s, The Home Depot, and Ernst & Young has proven that the right approach to customer success drives measurable business impact.

Our Mission

To help organizations of all sizes navigate the customer lifecycle with clarity and confidence, delivering scalable strategies that improve retention, drive adoption, and maximize customer value.

What Sets Us Apart

  • Proven Turnarounds - Expertise in revitalizing at-risk accounts and restoring customer confidence.
  • Enterprise-Grade Experience - Hands-on work with high-stakes clients in fast-paced industries.
  • Scalable Solutions - From advisory support to fully managed programs tailored to your growth stage.
  • Human-Centered Approach - We focus on authentic relationships that lead to lasting success.

The Four Cs at Our Core

  • Customer Commitment -Your success is our success.
  • Collaboration - Strong partnerships deliver stronger outcomes.
  • Character - Trust is built through honesty and accountability.
  • Continuous Improvement - We evolve so you can stay ahead.

Tailored Solutions for Every Stage of the Customer Journey

We understand that every company’s customer success needs are unique. That’s why ClearPath CX offers flexible services designed to address specific challenges and scale with your business.

Customer Success Strategy

We build strategic frameworks that define how your company engages with customers, measures success, and delivers value. Our strategies include:

  • Customer segmentation and health scoring models.
  • Success plans aligned with revenue and retention goals.
  • Executive playbooks for internal and external stakeholders.

Customer Journey Mapping

We visualize your end-to-end customer experience, identifying friction points and opportunities for improvement:

  • Mapping critical touchpoints from onboarding to renewal.
  • Optimizing communication strategies for each lifecycle stage.
  • Building customer-centric processes that foster loyalty.

Onboarding & Adoption Programs

We design onboarding experiences that accelerate time-to-value and ensure customers see results quickly:

  • Structured implementation plans for seamless transitions.
  • Training resources and enablement content tailored to your platform.
  • Early adoption campaigns to drive engagement and reduce churn risk.

Churn Risk Assessment & Mitigation

We proactively detect and address churn signals to protect revenue:

  • Health score monitoring and proactive alerts.
  • Get-well plans and recovery strategies for at-risk accounts.
  • Root cause analysis to prevent future churn events.

Executive Business Reviews (EBRs)

We craft impactful business reviews that demonstrate ROI and align your services with customer goals:

  • Data-driven reporting on adoption, value, and outcomes.
  • Strategic insights that support renewals and expansions.
  • Engaging presentation frameworks for C-level stakeholders.

CSaaS Consulting for Startups

We provide fractional customer success leadership for startups and scaling companies:

  • Establishing customer success processes from scratch.
  • Coaching teams on best practices and frameworks.
  • Building scalable success operations without hiring a full team.

Flexible Engagement Options

  • Advisory Consulting: High-level strategy and roadmap development.
  • Managed CSaaS: Fully outsourced customer success management.
  • Hybrid Support: Combining your team with our experts for maximum impact.

The ClearPath Podcast

Join Mark Bernardin for candid conversations about the real challenges of customer success. Each episode tackles the tough questions, shares hard-won lessons from the field, and provides actionable insights for customer success professionals who are committed to making a difference.

Whether you're navigating difficult customer situations, building CS programs from scratch, or looking to level up your skills, this podcast is for the CSMs who give a damn about their customers and their craft.

Listen Anywhere

Subscribe and listen on your favorite podcast platform:

Current Episode

Episode 9: Internal Alignment Before External Action

Description: The best recovery plans fail when CSMs try to execute them alone. In Episode 9, Mark reveals why internal alignment is the invisible foundation that makes account rescues possible - and shares his Pre-Flight Checklist for ensuring Sales, Support, Product, and Leadership are aligned before you ever present to the customer.

Through real examples from enterprise accounts at Palo Alto Networks, government agencies, and retail giants, Mark shows how two weeks of internal coordination saved a seven-figure renewal, how flagging an account with Support prevented escalation disasters, and how getting Product to commit to just two fixes (out of 47 requests) shifted an entire customer relationship from frustration to momentum. You'll learn the exact email templates, alignment strategies, and documentation practices that separate CSMs who survive from CSMs who succeed - because the recoveries that work aren't the ones with the best plans, they're the ones with the best alignment.

Get the Companion Download here.

Upcoming Episode

Episode 10: From Red to Green: Telling the Turnaround Story

Description: How to narrate the journey back to health - internally and in EBRs.

Past Episode Resources

Access all the resources shared in each of our past episodes. Please note - Some episodes do not have companion resources.

Resources:

Client Success Stories

Hear from the leaders who've transformed their customer success with ClearPath CX

"Working with ClearPath CX was a game-changer for our organization. Mark's strategic approach helped us reduce churn by 42% within six months and transformed our most challenging accounts into advocates. His expertise in enterprise customer success is unmatched."

- R.M., VP of Customer Success
Fortune 500 Technology Company

"Mark's ability to understand complex security requirements and translate them into customer success strategies is exceptional. He helped us rebuild relationships with three at-risk enterprise accounts, resulting in contract renewals totaling over $2.3M."

- A.K., CISO
Fortune 100 Retail Company

"The onboarding framework ClearPath CX developed for us cut our time-to-value by 60%. Our customer satisfaction scores increased dramatically, and we're now seeing expansion opportunities we never identified before. This partnership paid for itself many times over."

- J.L., Chief Revenue Officer
Mid-Market SaaS Provider

"Mark brought an immediate impact to our customer success operations. His mentorship elevated our entire team's capabilities, and the processes he implemented are still driving results two years later. A true thought leader in the CS space."

- S.P., Director of Operations
Global Cybersecurity Firm

"We were struggling with customer retention and didn't know where to start. ClearPath CX conducted a comprehensive assessment and provided actionable strategies that increased our NRR from 85% to 118% within 18 months. The ROI was phenomenal."

- T.H., CEO
Enterprise Security Platform

"Mark's executive business review framework transformed how we communicate value to our C-suite customers. The strategic insights and data-driven approach he brought helped us secure three major expansions in Q4 alone. Highly recommend his services."

- D.W., Senior VP of Customer Experience
Fortune 500 Financial Services

"After struggling with a difficult enterprise customer for over a year, we brought in ClearPath CX. Within 90 days, Mark had completely turned the relationship around. The customer went from considering cancellation to becoming a reference account."

- M.C., VP of Sales
Cloud Security Startup

"The customer success playbooks and training programs Mark developed are now the foundation of our entire CS organization. His deep understanding of both the technical and relationship aspects of customer success is what sets him apart."

- K.R., Chief Customer Officer
International MSP Provider

"Mark's strategic insights helped us identify and address gaps in our customer success program that we didn't even know existed. His hands-on approach and deep expertise in the cybersecurity space resulted in a 35% improvement in customer health scores across our entire portfolio."

- B.N., VP of Professional Services
Enterprise Threat Intelligence Provider

Let’s Start Building Your Path to Success

Have questions about how ClearPath CX can help improve your customer retention and growth strategies? We’re ready to guide you.

Contact Form

Use our contact form to schedule a consultation. We’ll respond promptly to discuss your needs and explore the right solution for your business.


Why Reach Out?

  • Explore tailored strategies for customer success.
  • Learn how CSaaS can accelerate growth without adding headcount.
  • Get answers to your most pressing customer retention challenges.