Fractional Customer Success and Experience Leadership for growing B2B SaaS companies.
We build Customer Success functions for B2B startups and scaleups by providing hands-on Fractional Customer Success Leadership, Coaching and Support.
You're in trusted hands
I am a passionate and results-driven Customer Success consultant with over a decade of experience in Customer Success.
I most recently built and led the Customer Success team at Zoom in achieving a customer retention rate of 99% and an average customer renewal rate of 105% across Australia, India, Japan, Korea, Philippines, and Singapore.
As a former Customer Success leader with over a decade of experience in the SaaS tech industry,
We know what it takes to build a scalable Customer Success function that drives revenue, retention and customer advocacy.
We work with global startups, scaleups and enterprise tech companies.
Elevate your GTM Strategy and transform your customers into advocates through Customer Success
Customer Success looks different at every tech company which is why we don't use a standard consulting engagement. We can either review your current strategy and provide you with an actionable GTM plan or build your Customer Success strategy and run your function as a fractional leader. New to Customer Success or leadership? We also provide tailored coaching.
We enjoy working with companies at all stages from pre-seed to seed, Series A, B and Enterprise and
offer a flexible engagement model that fits your needs.
Building the Customer Success
community in Australia
We started the first Customer Success community in Australia and continue to connect aspiring and current Customer Success professionals with opportunities.
Services
Customer Success Review
We'll assess your current post-sales customer journey and provide you with a detailed actionable plan with targeted activities that drive revenue, retention and customer advocacy in less than two weeks
Contact Us
Next availability: September, 2024
- Review of your current post-sales process, CRM, onboarding emails and calls.
- Meet with a select number of customers to gather feedback and develop a tailored GTM plan.
- Detailed SWOT report on current strategy, metrics, team structure and systems.
- A tailored recommended Customer Journey workflow with targeted activities for your customer segments built on Miro.
Fractional Customer Success
Access to all the benefits of a Customer Success Leader who integrates with your team, builds your Customer Success strategy and leads your function without the full-time executive cost.
Contact Us
Next availability: October, 2024
- Build your CS strategy and run your Customer Success function.
- Assist with recruiting and enabling your future Customer Success team.
- Attend weekly 1:1 and company meetings.
- Optional CSM support for your high value customers.
Customer Success Coaching
Our 1:1 tailored coaching service is designed for new Customer Success professionals and leaders seeking actionable insights and strategies.
Minimum 1 hour weekly meeting.
$720 + GST
Per month.
Next availability: Limited spots per month.
- 1:1 weekly meetings, each lasting approximately 1 hour.
- Weekly action plan
- Remote or in person.
- Providing strategic and recommendations for improving Customer Success efforts - people, process and systems.
Why our customers believe in us
SuccessEngine has played a pivotal role in developing our Customer Success function. With their assistance, we have streamlined our internal processes and transformed our approach to consistently delivering value to our customers.
Helder Klemp
Co-Founder and CEO
DNX Solutions
As our CX team expanded rapidly from two to nine members, we encountered the typical challenges of scaling up. Huey came highly recommended to help mature our CX processes and develop a more targeted onboarding experience for our users. He excelled in researching and formulating strategies, but crucially for our time-strapped team, he was hands-on in implementing his recommendations. I greatly valued his advice; he was consistently accessible and prompt in providing thoughtful responses - an absolute pleasure to work with!
Zoe Lowres
Co-Founder
Programa
As a startup about to launch a Customer Success team, Huey was hugely helpful in validating our plans with some valuable advice on what to change that I feel is going to make a substantial difference in the activation and retention of our customers. Really pleased to have had the chance to speak with someone of Huey's experience.
Martin Taylor
Co-Founder and CEO
AlphaGen Analytics
