Pillar · Customer Success

Keep and grow what sales won.

Winning revenue is the expensive half. Keeping it is the half that decides whether the company compounds. Customer Success is everything after the signature, getting to value fast, seeing risk before the customer decides, and making renewal a conversation about evidence rather than goodwill.

Let’s talk customer success

Keep & grow revenue

What this is

Onboarding designed around time-to-value, so no renewal starts at risk
Health signals that fire while there is still time to act
Renewals and expansion run like a pipeline, owned and staged
A CS motion that runs on process, not on the founder saving every account
Support benchmarked and automated, so it stops eating the team's week

What this is not

Running your support queue for you
Enterprise CX architecture programmes, not an offer today

The blocks inside it

Onboarding & time-to-value
Health & early warning
Renewal pipeline
Expansion & NRR
Business reviews
Voice of the customer
Advocacy
Support operations

Before → after

Five we get asked for most.Where you are, what it costs, and what changes.

Onboarding & time-to-value × keep & grow

Onboarding that hits value fast

“We close them, then hand them off to nobody. By month three they've gone quiet.”

If nothing changes

What changes instead

The signature is the last time anyone owned the account.

One person owns the account from day one to the first value milestone.

By month three the customer has gone quiet and nobody noticed.

Time-to-value is a date on a dashboard, and a missed one triggers a call.

The first renewal starts at risk before anyone has had a conversation.

Renewal conversations start from proven value, not from a re-introduction.

How you'd know

Time to first value
Accounts hitting the milestone inside 30 days
First-renewal GRR

Kath, onboarding built around one visible value milestone, across a portfolio scaling from €4.8M to more than $120M ARR.

Health & early warning × keep & grow

Churn caught early

“Churn always surprises us. By the time we hear it, they've already decided.”

If nothing changes

What changes instead

You learn about the problem in the cancellation email.

At-risk accounts surface while there is still time to act.

You can't tell a healthy account from a quiet one.

A health score built on usage, sentiment and behaviour, not on the last call.

Saves depend on whoever happened to notice something.

Risk has an owner, a signal, and a play attached to it.

You cannot forecast retention, so you cannot forecast anything.

Gross and net retention become numbers you can plan against.

How you'd know

GRR / NRR
Churn caught before the renewal window
Health-score accuracy

Kath, health scoring and churn programmes, across a portfolio scaling from €4.8M to more than $120M ARR.

Renewal pipeline × keep & grow

A renewal pipeline you can forecast

“I don't know which renewals are safe until it's too late to matter.”

If nothing changes

What changes instead

Renewals arrive as a surprise 30 days out.

Every renewal is staged a quarter ahead, with an owner and a next step.

The forecast for retained revenue is a guess.

Renewal pipeline is reported next to new business, in the same stages.

Saves are heroics in the last week.

Risk shows up 90 days out, when there is still something to do about it.

How you'd know

Renewal forecast accuracy
GRR
Renewals with a next step 90 days out

Kath, renewals and forecasting at scale, across a portfolio scaling from €4.8M to more than $120M ARR.

Expansion & NRR × keep & grow

Expansion inside your accounts

“Our best customers would buy more, but nobody owns asking.”

If nothing changes

What changes instead

Expansion happens when a customer asks.

Expansion is a motion with a target, a play and an owner.

Account managers take orders, they don't sell.

Account managers are coached and incentivised to sell, and know when not to.

Your best accounts plateau.

NRR compounds inside the base you already won.

How you'd know

NRR
Expansion pipeline created per quarter
Upsell win rate

Kath, NRR and expansion programmes, across a portfolio scaling from €4.8M to more than $120M ARR.

Runs without a hero × keep & grow

CS beyond the founder

“Every renewal or escalation still needs me in the room. If I disappeared for two weeks, CS would fall apart.”

If nothing changes

What changes instead

Every escalation ends up in your inbox.

Escalations have a path and an owner that isn't you.

Two weeks off would mean two weeks of churn risk.

Playbooks, templates and automation carry the routine; judgement is kept for the exceptions.

The team waits for you to decide.

A CS lead runs the cadence, and you see the numbers, not the tickets.

How you'd know

Escalations reaching the founder per month
Playbook coverage of the customer journey
Resolved without escalation

Kath, CS organisations built to run on process, across a portfolio scaling from €4.8M to more than $120M ARR.

Also in this area

Seven more, one line each.

“Feedback comes in everywhere, tickets, calls, NPS, and none of it reaches the people who could act on it.” Voice of the customer
“Our check-ins are status updates. Nobody shows the customer why they'd be crazy to leave.” QBRs that earn the renewal
“Our happiest customers would vouch for us, but nobody turns them into references or pipeline.” Users turned into advocates
“We don't know what CS is actually worth to the business.” CS tied to revenue: NRR, GRR and expansion dollars
“We keep adding CS headcount and tools, and I can't tell if it's paying for itself.” CS that pays for itself
“Support is running, but nobody's managing it against a benchmark or using AI where it obviously should.” Support operations, benchmarked and automated
“Our top-tier clients get the same treatment as everyone else, and we're not protecting that revenue.” A high-value client programme

Who you’d work with

Kath

Retention and expansion run across a portfolio scaling from €4.8M to more than $120M ARR.

Read the full bio

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