Helping SaaS Companies Reduce Churn and Drive NRR Growth
Elevating Customer Success to Drive Long-Term SaaS Revenue Growth
A Customer Success consultancy supporting SaaS startups and scale-ups to reduce churn, increase Net Revenue Retention, and build Customer Success functions that scale.
About us
About us
About us
Customer Success, led by Real Experience
Elevate Customer Success provides senior, on-demand Customer Success leadership for SaaS startups and scale-ups. Led by an experienced Customer Success leader with over 25 years in tech and 10+ years building and scaling CS teams in high-growth SaaS businesses, Elevate works closely with founders and leadership teams to bring clarity, structure, and confidence to Customer Success. Everything we do is commercially focused - fixing churn and renewal challenges, and building foundations that support long-term growth.
Board Level CS experience
10 yrs+
Leading Customer Success
25+ years experience
in Tech
Board Level CS experience
10 yrs+
Leading Customer Success
25+ years experience
in Tech
Board Level CS experience
10 yrs+
Leading Customer Success
25+ years experience
in Tech
Reduce Churn
Identify the root causes of churn and implement clear, actionable strategies that stabilise retention and protect recurring revenue.
Reduce Churn
Identify the root causes of churn and implement clear, actionable strategies that stabilise retention and protect recurring revenue.
Reduce Churn
Identify the root causes of churn and implement clear, actionable strategies that stabilise retention and protect recurring revenue.
Increase NRR
Unlock expansion opportunities with clear playbooks, commercial frameworks, and value-led engagement.
Increase NRR
Unlock expansion opportunities with clear playbooks, commercial frameworks, and value-led engagement.
Increase NRR
Unlock expansion opportunities with clear playbooks, commercial frameworks, and value-led engagement.
Build a Scaleable CS function
Create structure, processes, health scores, and operating rhythms that allow your CS team to grow with confidence.
Build a Scaleable CS function
Create structure, processes, health scores, and operating rhythms that allow your CS team to grow with confidence.
Build a Scaleable CS function
Create structure, processes, health scores, and operating rhythms that allow your CS team to grow with confidence.
Drive Revenue Growth
Transform Customer Success into a predictable revenue engine that supports long-term organisational scale.
Drive Revenue Growth
Transform Customer Success into a predictable revenue engine that supports long-term organisational scale.
Drive Revenue Growth
Transform Customer Success into a predictable revenue engine that supports long-term organisational scale.
Services
Services
Services
Services designed to scale Customer Success
I partner with SaaS leadership teams to strengthen retention, improve NRR, and build Customer Success functions that scale. Engagements are shaped around your stage, priorities, and commercial goals - typically through the following services.
Fractional & Advisory CS Leadership
Senior Customer Success leadership without the commitment of a full-time hire.
I work alongside founders and leadership teams to define CS strategy, align it to revenue goals, and bring clarity to how Customer Success operates day to day.
Best for:
SaaS startups and scale-ups needing experienced CS leadership, strategic direction, or leadership coaching without hiring full-time.
Engagement:
Ongoing advisory or fractional leadership | Monthly retainer
Fractional CS
Advisory Leadership
CS Strategy
Revenue Alignment
Fractional & Advisory CS Leadership
Senior Customer Success leadership without the commitment of a full-time hire.
I work alongside founders and leadership teams to define CS strategy, align it to revenue goals, and bring clarity to how Customer Success operates day to day.
Best for:
SaaS startups and scale-ups needing experienced CS leadership, strategic direction, or leadership coaching without hiring full-time.
Engagement:
Ongoing advisory or fractional leadership | Monthly retainer
Fractional CS
Advisory Leadership
CS Strategy
Revenue Alignment
Fractional & Advisory CS Leadership
Senior Customer Success leadership without the commitment of a full-time hire.
I work alongside founders and leadership teams to define CS strategy, align it to revenue goals, and bring clarity to how Customer Success operates day to day.
Best for:
SaaS startups and scale-ups needing experienced CS leadership, strategic direction, or leadership coaching without hiring full-time.
Engagement:
Ongoing advisory or fractional leadership | Monthly retainer
Fractional CS
Advisory Leadership
CS Strategy
Revenue Alignment
Customer Success Audit & Foundations
A structured audit to understand what’s working, what isn’t, and where value is leaking across your Customer Success function.
Covers:
Customer journey planning and segmentation
Churn and retention analysis
Health scores and risk signals
Processes, tooling, and handovers between departments
Best for: Teams preparing to scale, hire, restructure, or reset their Customer Success approach.
Engagement Type: Project-based | Fixed scope (with optional advisory follow-on)
CS Audit
Foundations
Operating Model
Clarity
Customer Success Audit & Foundations
A structured audit to understand what’s working, what isn’t, and where value is leaking across your Customer Success function.
Covers:
Customer journey planning and segmentation
Churn and retention analysis
Health scores and risk signals
Processes, tooling, and handovers between departments
Best for: Teams preparing to scale, hire, restructure, or reset their Customer Success approach.
Engagement Type: Project-based | Fixed scope (with optional advisory follow-on)
CS Audit
Foundations
Operating Model
Clarity
Customer Success Audit & Foundations
A structured audit to understand what’s working, what isn’t, and where value is leaking across your Customer Success function.
Covers:
Customer journey planning and segmentation
Churn and retention analysis
Health scores and risk signals
Processes, tooling, and handovers between departments
Best for: Teams preparing to scale, hire, restructure, or reset their Customer Success approach.
Engagement Type: Project-based | Fixed scope (with optional advisory follow-on)
CS Audit
Foundations
Operating Model
Clarity
Churn, Retention & NRR Strategy
Targeted programmes designed to improve the CS metrics - Logo Churn, Revenue Churn, Retention, Upsell, NRR.Each programme is tailored to your business model, customer base, and commercial goals. Focus areas may include:
Churn deep-dives
Expansion readiness
Segmentation and Customer Journey clarity
Health score implementation for ongoing predictability
Best For: Companies with an established customer base that want to stabilise churn and unlock sustainable NRR growth.
Engagement Type: Project based or embedded within advisory support
Churn reduction
Retention
NRR Growth
Expansion strategy
Churn, Retention & NRR Strategy
Targeted programmes designed to improve the CS metrics - Logo Churn, Revenue Churn, Retention, Upsell, NRR.Each programme is tailored to your business model, customer base, and commercial goals. Focus areas may include:
Churn deep-dives
Expansion readiness
Segmentation and Customer Journey clarity
Health score implementation for ongoing predictability
Best For: Companies with an established customer base that want to stabilise churn and unlock sustainable NRR growth.
Engagement Type: Project based or embedded within advisory support
Churn reduction
Retention
NRR Growth
Expansion strategy
Churn, Retention & NRR Strategy
Targeted programmes designed to improve the CS metrics - Logo Churn, Revenue Churn, Retention, Upsell, NRR.Each programme is tailored to your business model, customer base, and commercial goals. Focus areas may include:
Churn deep-dives
Expansion readiness
Segmentation and Customer Journey clarity
Health score implementation for ongoing predictability
Best For: Companies with an established customer base that want to stabilise churn and unlock sustainable NRR growth.
Engagement Type: Project based or embedded within advisory support
Churn reduction
Retention
NRR Growth
Expansion strategy
Elevate CS Co-Pilot
The Elevate CS Co-Pilot embeds senior-level Customer Success thinking into day-to-day execution - helping teams make better decisions without adding headcount. Configured around your CS strategy. customers, and goals, it reinforces best practice as teams grow.
Supports:
Account reviews and renewals
Churn risk identification
Health score implementation
QBR structure and narrative
Leadership prioritisation
Best For: Lean leadership teams and growing CS functions seeking consistency, confidence and decision making without added complexity or headcount.
Engagement Type: Ongoing enablement | Monthly retainer (Typically introduced alongside or after advisory work)
CS Enablement
Decision Support
Consistency at Scale
Coaching & Support
Elevate CS Co-Pilot
The Elevate CS Co-Pilot embeds senior-level Customer Success thinking into day-to-day execution - helping teams make better decisions without adding headcount. Configured around your CS strategy. customers, and goals, it reinforces best practice as teams grow.
Supports:
Account reviews and renewals
Churn risk identification
Health score implementation
QBR structure and narrative
Leadership prioritisation
Best For: Lean leadership teams and growing CS functions seeking consistency, confidence and decision making without added complexity or headcount.
Engagement Type: Ongoing enablement | Monthly retainer (Typically introduced alongside or after advisory work)
CS Enablement
Decision Support
Consistency at Scale
Coaching & Support
Elevate CS Co-Pilot
The Elevate CS Co-Pilot embeds senior-level Customer Success thinking into day-to-day execution - helping teams make better decisions without adding headcount. Configured around your CS strategy. customers, and goals, it reinforces best practice as teams grow.
Supports:
Account reviews and renewals
Churn risk identification
Health score implementation
QBR structure and narrative
Leadership prioritisation
Best For: Lean leadership teams and growing CS functions seeking consistency, confidence and decision making without added complexity or headcount.
Engagement Type: Ongoing enablement | Monthly retainer (Typically introduced alongside or after advisory work)
CS Enablement
Decision Support
Consistency at Scale
Coaching & Support
Bespoke & One-Off Engagements
Focused, senior-level support for specific challenges or time-bound needs.
Examples:
Renewal or churn-risk support
Board or investor preparation
Hiring, coaching, and mentoring
Best for: Organisations with a specific CS challenge requiring experienced, hands-on input.
Engagement Type: Project-based or time-bound support
Interim Support
Strategy Sessions
Specialist CS Work
CS Team hiring/training
Bespoke & One-Off Engagements
Focused, senior-level support for specific challenges or time-bound needs.
Examples:
Renewal or churn-risk support
Board or investor preparation
Hiring, coaching, and mentoring
Best for: Organisations with a specific CS challenge requiring experienced, hands-on input.
Engagement Type: Project-based or time-bound support
Interim Support
Strategy Sessions
Specialist CS Work
CS Team hiring/training
Bespoke & One-Off Engagements
Focused, senior-level support for specific challenges or time-bound needs.
Examples:
Renewal or churn-risk support
Board or investor preparation
Hiring, coaching, and mentoring
Best for: Organisations with a specific CS challenge requiring experienced, hands-on input.
Engagement Type: Project-based or time-bound support
Interim Support
Strategy Sessions
Specialist CS Work
CS Team hiring/training
How it Works
How it Works
How it Works
A proven, flexible process designed to bring clarity, structure, and measurable improvements to Customer Success.
01
Discovery
We start with a structured discovery phase to evaluate your Customer Success performance - including key metrics such as churn and NRR, your customer journey, and how Customer Success operates across your business.
01
Discovery
We start with a structured discovery phase to evaluate your Customer Success performance - including key metrics such as churn and NRR, your customer journey, and how Customer Success operates across your business.
01
Discovery
We start with a structured discovery phase to evaluate your Customer Success performance - including key metrics such as churn and NRR, your customer journey, and how Customer Success operates across your business.
02
CS Strategy Design
We agree the right engagement plan based on your goals and stage - defining the focus, level of on-demand support, and the outcomes Customer Success needs to deliver. This ensures support is targeted, flexible, and aligned to where your business needs it most.
02
CS Strategy Design
We agree the right engagement plan based on your goals and stage - defining the focus, level of on-demand support, and the outcomes Customer Success needs to deliver. This ensures support is targeted, flexible, and aligned to where your business needs it most.
02
CS Strategy Design
We agree the right engagement plan based on your goals and stage - defining the focus, level of on-demand support, and the outcomes Customer Success needs to deliver. This ensures support is targeted, flexible, and aligned to where your business needs it most.
03
Deliver & execute
Customer Success isn’t static. We provide ongoing, on-demand support and optimisation — reviewing performance, refining priorities, and evolving Customer Success as your business grows.
03
Deliver & execute
Customer Success isn’t static. We provide ongoing, on-demand support and optimisation — reviewing performance, refining priorities, and evolving Customer Success as your business grows.
03
Deliver & execute
Customer Success isn’t static. We provide ongoing, on-demand support and optimisation — reviewing performance, refining priorities, and evolving Customer Success as your business grows.
04
Ongoing Support & Optimisation
Customer Success isn’t static. We provide ongoing, on-demand support and optimisation - reviewing performance, refining priorities, and evolving Customer Success as your business grows.
04
Ongoing Support & Optimisation
Customer Success isn’t static. We provide ongoing, on-demand support and optimisation - reviewing performance, refining priorities, and evolving Customer Success as your business grows.
04
Ongoing Support & Optimisation
Customer Success isn’t static. We provide ongoing, on-demand support and optimisation - reviewing performance, refining priorities, and evolving Customer Success as your business grows.
Trusted Expertise in SaaS & Customer Success
25 Years in Tech. 10 Years in CS Leadership. Board-Level Experience. SaaS Scale-Up Specialism
25 Years in Tech. 10 Years in CS Leadership. Board-Level Experience. SaaS Scale-Up Specialism
Expertise
Expertise
Deep expertise in Customer Success strategy, retention, NRR growth, and building scalable, high-performing customer operations.
Our focus is turning Customer Success insight into clear, actionable strategies that reduce churn, grow NRR, and drive predictable revenue performance.
Reduce Churn – Identify root causes and stabilise retention
Reduce Churn – Identify root causes and stabilise retention
Increase NRR – Unlock expansion and drive predictable revenue growth
Increase NRR – Unlock expansion and drive predictable revenue growth
Scalable CS Operations – Build foundations that support sustainable growth
Scalable CS Operations – Build foundations that support sustainable growth
Clear Operating Frameworks – Structure, playbooks, and processes your team can rely on
Clear Operating Frameworks – Structure, playbooks, and processes your team can rely on
Customer Loyalty – Ensure customers achieve outcomes that lead to loyalty and expansion
Customer Loyalty – Ensure customers achieve outcomes that lead to loyalty and expansion
Why Choose Us
Why Choose Us
Why Choose Us
Trusted by SaaS startups and scale-ups seeking clarity and predictable revenue growth.
Our approach is shaped by years of hands-on experience leading Customer Success teams in SaaS businesses.
Everything we do is commercially focused - reducing churn, increasing NRR, and building predictable revenue foundations. We work collaboratively, bring energy and care to every engagement, and focus on outcomes that genuinely move the needle.
Common Issues impacting Churn, NRR & ARR Growth
Slow, inconsistent onboarding creates early churn
Problems go unnoticed until the customer leaves
Founder time is consumed by reactive support and escalations
No structure for advocacy, making it harder to build trust and awareness
Revenue is unstable, making fundraising and scaling more difficult
Common Issues impacting Churn, NRR & ARR Growth
Slow, inconsistent onboarding creates early churn
Problems go unnoticed until the customer leaves
Founder time is consumed by reactive support and escalations
No structure for advocacy, making it harder to build trust and awareness
Revenue is unstable, making fundraising and scaling more difficult
Common Issues impacting Churn, NRR & ARR Growth
Slow, inconsistent onboarding creates early churn
Problems go unnoticed until the customer leaves
Founder time is consumed by reactive support and escalations
No structure for advocacy, making it harder to build trust and awareness
Revenue is unstable, making fundraising and scaling more difficult
With Elevate CS Strategy
Customers onboard quickly and reach value fast
Clear health metrics reveal risks before they escalate
Founders spend less time firefighting and more time growing the product
Customers become advocates who drive referrals and credibility
Predictable renewals and upsell opportunities support funding and growth
With Elevate CS Strategy
Customers onboard quickly and reach value fast
Clear health metrics reveal risks before they escalate
Founders spend less time firefighting and more time growing the product
Customers become advocates who drive referrals and credibility
Predictable renewals and upsell opportunities support funding and growth
With Elevate CS Strategy
Customers onboard quickly and reach value fast
Clear health metrics reveal risks before they escalate
Founders spend less time firefighting and more time growing the product
Customers become advocates who drive referrals and credibility
Predictable renewals and upsell opportunities support funding and growth
FAQ
FAQ
FAQ
Frequently Asked Questions
These are some of the most common questions we’re asked by SaaS founders and leadership teams considering Elevate Customer Success.
Still have questions? a short conversation is often the fastest way to decide whether Elevate CS is the right fit for your business.
What types of businesses do you work with?
We work with SaaS startups and scale-ups, typically from early traction through to high-growth stages. If you’re experiencing churn, inconsistent renewals, unclear Customer Success structure, or need a more commercially focused CS function, Elevate is likely a good fit.
When is the right time to bring in Elevate Customer Success?
How is this different from hiring a full-time Head of Customer Success?
What does a typical engagement look like?
How hands-on is the support?
How quickly can we expect to see results?
How long do engagements typically last?
What exactly is the Elevate CS Co-Pilot?
Is the Co-Pilot a tool or a service?
How does the Co-Pilot actually help day to day?
How is pricing structured?
What types of businesses do you work with?
We work with SaaS startups and scale-ups, typically from early traction through to high-growth stages. If you’re experiencing churn, inconsistent renewals, unclear Customer Success structure, or need a more commercially focused CS function, Elevate is likely a good fit.
What makes Elevate different from hiring a full-time CS leader
How is this different from hiring a full-time Head of Customer Success?
What does a typical engagement look like?
How hands-on is the support?
How quickly can we expect to see results?
How long do engagements typically last?
What exactly is the Elevate CS Co-Pilot?
Is the Co-Pilot a tool or a service?
How does the Co-Pilot actually help day to day?
How is pricing structured?
What types of businesses do you work with?
We work with SaaS startups and scale-ups, typically from early traction through to high-growth stages. If you’re experiencing churn, inconsistent renewals, unclear Customer Success structure, or need a more commercially focused CS function, Elevate is likely a good fit.
What makes Elevate different from hiring a full-time CS leader
How is this different from hiring a full-time Head of Customer Success?
What does a typical engagement look like?
How hands-on is the support?
How quickly can we expect to see results?
How long do engagements typically last?
What exactly is the Elevate CS Co-Pilot?
Is the Co-Pilot a tool or a service?
How does the Co-Pilot actually help day to day?
How is pricing structured?
Contact us
Contact us
Contact us
Ready to Elevate Your Customer Success Function?
Let’s start with a conversation. Share your goals with us, and we’ll design a tailored CS strategy to deliver results.
