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Customer Success Engine
Reduce churn, expand accounts, and turn your best customers into your most powerful sales channel.
For growth-stage SaaS, customer success isn't a support function. It's a revenue function. Every percentage point of churn reduction compounds directly into your ARR. We build the systems, playbooks, and hiring profiles to make your CS org a growth engine, not a cost center.
What We Deliver
Churn Diagnostic
A structured audit of your current churn drivers: product adoption gaps, onboarding failures, support escalation patterns, and renewal cycle breakdowns. We identify the root causes before recommending solutions.
Onboarding Redesign
A time-to-value blueprint that gets customers to their first meaningful outcome in the shortest possible window. Includes email sequences, in-app checkpoints, and success milestone definitions.
Health Score Framework
A custom health score model in HubSpot built on the signals that actually predict churn in your product, not generic usage metrics. Includes automated alerts and escalation workflows.
Expansion Playbook
Structured upsell and cross-sell motions for your CS team: trigger-based expansion prompts, QBR templates, stakeholder expansion sequences, and ROI review frameworks.
CS Hiring & Enablement
If you're building the team, we define the role profiles, interview process, and onboarding curriculum so your CS hires ramp to productivity in weeks, not quarters.
How It Works
- 01Churn Audit3-week diagnostic of your current retention data, customer interviews, and onboarding analysis.
- 02System DesignWe architect the health score model, onboarding sequence, and expansion triggers in HubSpot.
- 03Team EnablementPlaybook delivery, CS team training, and QBR template rollout.
- 04Launch & MonitorPrograms go live with a 90-day monitoring period and biweekly optimization check-ins.
- 05Retention ReviewMonthly retention reporting tied to NRR targets, not just renewal rates.
Who This Is For
Critical for any SaaS company at $2M+ ARR with more than 20 active accounts. Especially high-ROI for teams where gross churn is above 15% annually, onboarding is informal, or CS is currently handled by the founders.