For CS and Operations Leaders

Your mission —
made possible.
Made simple.

Something is broken — a data gap, a training issue, a failed process, an invisible roadblock. Forgelight finds it. Then we build what fixes it and stay with you until it sticks.

You don't need another spreadsheet. You need to know what's actually wrong.

The frameworks make it measurable. The people make it possible.

Start With a Free Conversation See Services
67→88%
Retention Improvement
32→1
Days to Onboard
84→97%
CSAT Improvement
20+
Years of CS Leadership
Forgelight Group
About

Built by someone who has
done the work.

Forgelight Group was founded by Kimberly Lucenti — a Customer Success and Operations leader with 20+ years of hands-on experience building, scaling, and transforming client-facing organizations across insurance, healthcare, and financial services.

Kimberly doesn't consult from a distance. She has walked into underdeveloped functions with no infrastructure and built the systems, the teams, and the accountability structures that made retention predictable and growth sustainable.

Based in Southern Oregon. Serving clients regionally and nationally.

PMP Project Management Professional
SHRM-CP Human Resources Certification
Six Sigma Green Belt
Bilingual English & Spanish
"Leadership isn't just having the right answers. It's teaching others how to find them. When your team learns to think strategically, the business transforms."
— Kimberly Lucenti, Forgelight Group
Services

Build what you need.
Not what you don't.

Every engagement begins with a complimentary 30-minute scoping conversation. Forgelight does not sell programs that aren't the right fit.

Signature Engagement
The 90-Day CX/Ops Build
Fixed scope. Fixed price. Measurable outcomes — built for service businesses ready to stop losing clients.
Starting at $8,500
Schedule a Scoping Call
Weeks 1–2
Current State Assessment
Workflows, team structure, existing metrics, client feedback
Weeks 3–4
Gap Analysis
Where is client experience breaking? Prioritized action plan
Weeks 5–8
Framework Build
KPIs, SLAs, survey templates, team performance scorecard
Weeks 9–12
Implementation
Team training, 1:1 cadence, manager coaching guide
01
CX / Ops Diagnostic
A clear picture of where your operation stands — and what to fix first. Written findings, prioritized recommendations, and an actionable roadmap.
Starting at $1,200
02
KPI & SLA Framework Build
The performance infrastructure your team actually uses. Custom KPI development, SLA design, Excel tracker, and Word reference guide.
Starting at $1,500
03
Team Training Session
Skill-building that sticks — built around your team's actual gaps. Half-day, full-day, or 3-session series. Up to 20 participants.
Starting at $1,800
04
Fractional CS Leadership
Senior-level CX and operations leadership — without the full-time hire. Monthly retainer with direct access to Kimberly Lucenti.
Starting at $2,500/mo
05
DEI Workshop
DEI awareness, unconscious bias, cross-cultural communication, and inclusive leadership. In-person or virtual. Up to 25 participants.
Starting at $1,800
06
Leadership Development
Assessments, workshops, appraisal training, and coaching cadences that build leaders who don't need you in every room.
Starting at $2,800
Results

What the work
actually delivers.

88.2%
Client Retention
(from 67%)
97%
CSAT Score
(from 84%)
1 Day
Onboarding Time
(from 32 days)
95%
Answer Rate
(from 48hr response)

The problem isn't usually the people. Most service businesses have capable teams and good intentions. But they can't retain clients predictably because the systems that enable execution don't exist.

Retention problems aren't motivation problems — they're infrastructure problems.

Forgelight comes in, identifies where clients are slipping through the gaps, and builds the systems that close them. KPIs that mean something. SLAs your team actually follows. Coaching structures that develop people instead of just measuring them.

The frameworks make it measurable. The people make it possible.

Contact

Start with a
conversation.

Every engagement begins with a complimentary 30-minute scoping call. We identify your biggest gap, clarify which service fits, and make sure the investment makes sense before anything is signed.

No pitch. No pressure. Just clarity.

✉
[email protected] (coming soon)
🔗
LinkedIn — Forgelight Group
📅
Schedule a Scoping Call
📍
Southern Oregon — Serving Clients Regionally & Nationally
Forgelight does not sell programs that aren't the right fit. If something else would serve you better, that's what you'll hear.

All submissions are reviewed personally by Kimberly. You'll hear back within 1 business day.