From Product-Led to Enterprise-Ready

Client Overview

A B2B software platform serving marketing departments across multiple industries. With 120 employees and $18M in ARR, they had successfully grown through product-led strategies but were increasingly winning larger enterprise accounts.

The Challenge

As the client acquired more enterprise customers, their customer success team—designed for high-volume, low-touch engagement—became overwhelmed. Onboarding timelines extended, response times increased, and the team struggled to deliver the high-touch experience enterprise clients expected.

Key issues included:

Customer success managers handling too many accounts (150+ per CSM)
No tiered service model to match customer size and needs
Limited capability to customize implementation for enterprise requirements
Reactive approach to customer health monitoring
Expansion opportunities being missed due to bandwidth constraints
Net revenue retention declining from 110% to 98%

Our Approach

We implemented our Scalability Engineering program focused on customer success operations:

Customer Experience Mapping:
- Documented the current vs. ideal customer journey
- Segmented customers by size, complexity, and growth potential
- Identified key friction points and expansion triggers
Service Model Redesign:
- Developed tiered service models aligned with customer value
- Created scalable onboarding protocols for different customer segments
- Designed proactive health monitoring system with early warning indicators
- Built expansion playbooks based on usage patterns and business outcomes
Operational Implementation:
- Reorganized CS team into specialized functions (onboarding, success, growth)
- Implemented technology stack to enable proactive monitoring
- Developed training and certification program for CS team members
- Created self-service resources for specific customer segments
Performance Framework:
- Established leading and lagging indicators for customer health
- Implemented quarterly business reviews structured by customer tier
- Created value realization dashboards for customer visibility

The Results

Within 12 months of implementation, the company achieved:

Customer success capacity increased by 140% without proportional headcount growth
Net revenue retention improved from 98% to 115%
Enterprise customer onboarding time reduced by 62%
Expansion revenue increased by 87% year-over-year
Customer health score "green" accounts increased from 64% to 86%
NPS score improved from 32 to 58

This transformation enabled the company to confidently pursue larger enterprise deals, knowing their customer success operations could scale to support these relationships effectively.

Download PDF