Case Studies
Case Study: Transforming Customer Success for a Leading SaaS Transition
How strategic leadership and customer-focused initiatives led to revenue growth, improved retention, and a successful company transformation.
Background
From On-Premise to SaaS: A Customer Success Transformation
A leading revenue management software company was in the middle of transitioning from an on-premise software provider to a SaaS company. In January 2020, a new Vice President of Customer Success was brought in to build and lead a Global Customer Success function with the responsibility of revenue growth, customer retention, and long-term renewals.
Company Snapshot
Industry: Revenue Management Software
Company Size: Enterprise-Level
Transition: On-Premise Software → SaaS Model
Goal: Improve retention, drive revenue, and scale Customer Success
Challenge: Fixing Churn, Low Satisfaction & Stagnant Growth
The new VP of Customer Success faced significant roadblocks upon joining the company, including:
Negative NPS Score (-16) - Customer satisfaction levels were extremely low, leading to disengagement.
Customer Retention Issues - A lack of structured customer engagement and proactive communication led to high churn.
Revenue Growth Stagnation - The company struggled to generate expansion revenue from its existing customer base.
These challenges created an urgent need for a structured, strategic approach to Customer Success.
Solution: Strategic Customer Success Transformation
The VP of Customer Success implemented key initiatives to redesign the customer experience and establish a scalable, data-driven strategy.
Customer Engagement Redesign
Mapped out a structured customer journey throughout the lifecycle.
Improved onboarding, proactive check-ins, and milestone tracking.
NPS & CSAT Tracking
Established Net Promoter Score (NPS) and Customer Satisfaction (CSAT) surveys.
Collected and analyzed data to identify pain points and improve CX.
Executive Sponsor Program
Created high-touch engagement for enterprise customers.
Assigned executive sponsors to deepen relationships and increase trust.
Strategic Business Reviews
Implemented a structured cadence of account reviews to align customer goals with the company’s value.
Global Team Expansion
Built and led a Global Customer Success team, hiring 20+ team members and three senior sales leaders within the first six months.
These changes transformed the company’s ability to retain customers, enhance satisfaction, and drive revenue growth.
Results: Measurable Impact on Growth & Retention
NPS Score Improved (-16 → +39)
Revenue Growth ($161M → $264M)
Retention Rates: 95%+ gross retention, 120%+ net retention
Built & Scaled a Global CS Team (20+ hires in 6 months)
Increased Customer Engagement & Satisfaction – With structured check-ins, proactive communication, and tailored engagement strategies, customers became more engaged and satisfied.
Enhanced Revenue Stability – Reduced churn and drove expansion opportunities through upsells, renewals, and deeper customer relationships.
Stronger Executive Buy-In – The Executive Sponsor Program improved enterprise account retention and trust, leading to larger contract renewals.
Conclusion: A Customer-Centric Transformation
Through strategic initiatives and a customer-centric approach, the VP of Customer Success successfully transformed the company’s Customer Success function. This not only drove revenue growth and retention but also positioned the company for a successful sale to a leading private equity firm.
Case Study: Building Customer Success from the Ground Up
How a leading cloud-based ERP platform scaled retention, revenue, and customer satisfaction.
Background
Scaling Customer Success for a High-Growth SaaS Company
A leading cloud-based ERP platform for discrete manufacturers was experiencing rapid growth but struggled with customer retention and revenue expansion. The company needed to build a scalable Customer Success function from the ground up to improve long-term renewals, customer satisfaction, and overall revenue growth.
Company Snapshot
Industry: Cloud-Based ERP for Manufacturers
Company Size: High-Growth SaaS Company
Transition: Retention & Revenue Expansion
Goal: Establish a structured Customer Success function to drive renewals and growth
Challenge: Retention Issues, Stalled Growth, and Low Customer Engagement
Before implementing a structured Customer Success function, the company faced:
Customer Retention Struggles - Rapid growth created challenges in maintaining long-term customer relationships.
Revenue Growth Limitations - Lack of an established upsell/cross-sell strategy hindered expansion opportunities.
Low Customer Satisfaction & Engagement - Without a structured approach, the company lacked a consistent, high-quality customer experience.
These issues created churn risks and prevented the company from maximizing customer lifetime value (CLV).
Solution: Strategic Customer Success Transformation
In September 2014, the company hired a seasoned VP of Global Customer Success to build and lead a structured Customer Success function. This leader implemented key initiatives to drive retention, revenue expansion, and improve the customer experience.
Customer Success Team Development
Built and led a dedicated Global Customer Success team to focus on revenue growth, retention, and customer experience.
Tiered Engagement Model
Implemented a customer engagement framework tailored to different customer segments, ensuring personalized experiences.
Customer Journey Mapping
Redesigned the customer lifecycle experience, identifying key insights to enhance satisfaction and engagement.
Revenue Growth Initiatives
Developed cross-sell and upsell strategies to expand revenue within existing customer accounts.
Customer Health Monitoring
Established a Customer Health Review Team to track key metrics and implement corrective actions.
Community & Executive Engagement
Led customer community programs to increase user adoption and build long-term relationships.
Active leader within the Executive Advisory Board, ensuring alignment with customer needs and business goals.
These initiatives transformed the company’s ability to retain customers, enhance satisfaction, and drive revenue growth.
Results: Measurable Impact on Growth & Retention
Revenue Growth: $68M → $152M
Gross Retention Rate: Increased from 89% → 95%
NPS Score Improvement: -11 → +28
Customer Health Monitoring: Established proactive retention strategies
Community & Engagement Programs: Strengthened customer relationships & adoption
Increased Customer Satisfaction & Loyalty – Structured engagement programs created higher-value customer relationships.
Stronger Revenue Stability – By improving retention and expanding customer investments, revenue became more predictable.
More Proactive Customer Success – Implementing customer health monitoring & review teams allowed for early intervention strategies.
Conclusion: A Customer-Centric Transformation
By building a Customer Success function from the ground up, the VP of Global Customer Success successfully transformed the company’s approach to customer engagement, retention, and revenue growth. The result? A scalable, customer-centric business model that positioned the company for long-term success.
Case Study: Transforming Account Management into Customer Success
How a leading human capital management provider increased retention, revenue, and customer satisfaction.
Background
From Account Management to a Modern Customer Success Team
A leading human capital management solutions provider sought to enhance its approach to customer retention and engagement. In December 2012, the company hired a new Vice President of Global Customer Success to transform the existing Account Management team into a true Customer Success function.
Company Snapshot
Industry: Human Capital Management (HCM) Software
Company Size: Enterprise-Level
Transition: Low Retention & Limited Customer Value Focus
Goal: Transition Account Management into a scalable Customer Success model
Challenge: Reactive Account Management, Low Retention, and Lack of Customer Engagement
The VP of Global Customer Success inherited a traditional Account Management function with 70 Account Managers whose primary focus was managing renewals rather than driving customer success and long-term value realization.
Limited Customer Success Focus - Account Managers focused on renewals rather than proactive engagement and value delivery.
Retention Below Industry Standards - Customer renewal rates stood at 85%, below the 90% industry benchmark.
Lack of Structured Customer Engagement - The company lacked scalable customer engagement programs that built long-term customer relationships.
Without strategic changes, these challenges would limit customer satisfaction, retention, and revenue growth.
Solution: Strategic Customer Success Transformation
To address these challenges, the VP of Global Customer Success led a company-wide transformation of Account Management into a proactive, customer-centric success model.
Built a Customer Success Management Team
Hired seasoned customer success leaders to drive customer engagement and value realization.
Restructured Account Management
Transitioned 70 Account Managers into a tiered model, ensuring high-touch support for complex, high-value customers.
Implemented Customer-Oriented Programs
Launched customer community programs across North America to increase customer satisfaction, engagement, and brand loyalty.
Introduced Cross-Selling Strategies
Developed structured expansion plans to drive upsells, cross-sells, and additional service adoption.
By integrating data-driven insights and customer success best practices, the team was now positioned to increase retention and revenue growth.
Results: Measurable Impact on Growth & Retention
Renewal Rate Growth: 85% → 96% (Exceeding industry benchmarks)
Revenue Expansion: $30M+ in additional revenue from existing customers
Higher Customer Satisfaction & Engagement
Established Customer Community Programs for Long-Term Retention
Stronger Customer Relationships – Engaged customers through community-driven programs, increasing loyalty and long-term satisfaction.
Higher Revenue Per Customer – Successfully expanded revenue by cross-selling additional products & services.
Scalable Success Framework – The new Customer Success structure provided a long-term foundation for retention and growth.
Conclusion: A Scalable, Customer-Centric Model
By transitioning from Account Management to a proactive Customer Success model, the company achieved higher retention, stronger engagement, and significant revenue growth. Under the leadership of the VP of Global Customer Success, these improvements ultimately contributed to a successful exit for the company.