Services
Customer Success Consultancy Services
Every SaaS business reaches different Customer Success challenges as it grows. Some need help reducing churn. Others want to improve Net Revenue Retention, build a scalable Customer Success function or bring in experienced leadership without hiring a full-time executive. Our consultancy services are designed to provide practical, flexible support whether you need a focused project, strategic guidance or ongoing fractional leadership.
Typical services include:
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
AI Customer Success Services
We help B2B SaaS businesses identify where AI can have the greatest impact across the customer journey. From discovering practical use cases to designing and implementing AI workflows, we help you use AI to create better customer experiences, reduce churn and drive long-term growth.
CS Enablement
Decision Support
Consistency at Scale
Coaching & Support
AI Customer Success Services
We help B2B SaaS businesses identify where AI can have the greatest impact across the customer journey. From discovering practical use cases to designing and implementing AI workflows, we help you use AI to create better customer experiences, reduce churn and drive long-term growth.
CS Enablement
Decision Support
Consistency at Scale
Coaching & Support
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
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
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.
