B2B SaaS scale-up
Rebuilding customer success to lift net revenue retention
A B2B SaaS company was losing customers it should have kept — churn was concentrated in accounts that had never fully onboarded. We rebuilt their success function around segmentation, health scoring, and risk playbooks.
+12 pts
net revenue retention improvement year over year
2×
increase in at-risk accounts saved after playbook rollout
-30%
reduction in time-to-first-value for new customers
The challenge
Logo churn was running well above benchmark, but the CS team couldn't see it coming: every CSM managed accounts the same way regardless of size or health, and 'success' meant quarterly check-in calls. Post-mortems showed most churned accounts had stalled in their first 90 days and never recovered.
What we did
- Segmented the book of business into high-touch, mid-touch, and tech-touch tiers with defined coverage models
- Built a health score from product usage, support history, and engagement signals
- Created lifecycle playbooks — onboarding, adoption, at-risk, renewal — with clear triggers and owners
- Redesigned the sales-to-CS handoff so goals captured during the sale carried into onboarding
Services used
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