Customer Success Advisory
Structured intervention for B2B companies at growth, scale, and enterprise stages. We design, implement, and measure customer success operations that protect recurring revenue.
15
TEch/OPS/communication experience
50+
CS transformations
B2B
hight touch
EMEA
& CIS markets
Our approach
Every engagement follows a four-phase methodology. We diagnose before we prescribe. We measure before we declare success.
Phase 1
Process audit, churn analysis, stakeholder interviews, metric baseline.
Phase 2
Journey mapping, playbook architecture, team structure, tooling selection.
Phase 3
Rollout, team coaching, process integration, early warning system setup.
Phase 4
KPI tracking, iteration cycles, quarterly business review cadence.
Case studies
Company stage
Series B SaaS, 200 employees, B2B subscription model
Core problem
Monthly churn at 4.2% with no systematic onboarding. CS team reactive, no health scoring, no early warning system.
Intervention
System changes
Measured result
Churn reduced from 4.2% to 1.8% monthly within 6 months. Net revenue retention reached 108%.
Company stage
Enterprise MarTech platform, 800+ employees, expansion into EMEA
Core problem
Enterprise accounts churning at renewal due to poor executive alignment. No CS org structure — account management and CS conflated.
Intervention
System changes
Measured result
Renewal rate improved from 78% to 93%. Expansion revenue grew 34% YoY.
Company stage
Growth-stage fintech, 60 employees, transitioning from founder-led sales to scalable CS
Core problem
Founder personally managing top 30 accounts. No CS processes documented. Key person risk at critical scale point.
Intervention
System changes
Measured result
Successful founder-to-team transition. NPS improved from 42 to 61 within first quarter.
Services
2-3 weeks
Comprehensive assessment of your current customer success maturity. Process mapping, metric analysis, team evaluation, tooling review. Delivered as a structured report with prioritized recommendations.
Ideal for: Companies unsure where to start
3-6 months
End-to-end design and implementation of customer success operations. Team structure, playbooks, tooling, metrics framework, and coaching. We stay until the system runs independently.
Ideal for: Companies building CS from scratch or restructuring
Ongoing
Strategic advisory for CS leaders. Monthly sessions, metric review, problem-solving on demand. Fractional Chief Customer Officer support for companies not ready for a full-time hire.
Ideal for: Companies with CS in place, needing strategic guidance
Free resource
A structured diagnostic to evaluate your current customer success operations. Understand where you stand across 6 key dimensions: process, people, tooling, metrics, culture, and executive alignment.
No spam. Unsubscribe anytime. We respect your data.
Who we are
Founder
10+ years Tech Ops & Project Management CSM in B2B SaaS, MedTech & BioTech
Advisor & facilitator for global teams | Soft-skills mentor.
Insights
Analysis
Most churn decisions are made in the first 30 days. Here is what to measure and what to change.
Framework
A practical health scoring model for B2B SaaS with under 500 customers.
Operations
Structured approach to moving from founder-led CS to a scalable team model.
Next step
No pitch, no pressure. We listen to your situation, ask diagnostic questions, and tell you honestly whether we can help. If there is a fit, we follow up with a tailored audit proposal.
Select a time that works for you
Open scheduling pageOr email directly: anastasiapozdniakowa@gmail.com
How we work together