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Customer Success Advisory

We build retention systems that reduce churn sustainably

We apply the structural rigour of compliance-driven environments to B2B SaaS. Move from intuitive, "hero-led" chaos to a high-performance system built on Traceability and Predictability.

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Tech/OPS/Comm Experience

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CS Transformations

B2B

High Touch

EMEA

& CIS Markets

Who it's for

Built for B2B teams who outgrew intuition

Profile 01

Series A–B SaaS

You've found product-market fit. Now churn is eating your growth. You need a CS function, not just a CS manager.

Profile 02

Scale-up with CS debt

You have a CS team but no playbook. Everyone does things differently. Retention is unpredictable and expansion is accidental.

Profile 03

MedTech & BioTech

You understand compliance and traceability. You want the same rigor applied to customer operations and revenue predictability.

Profile 04

Enterprise in transition

You're restructuring CS after a pivot, merger, or leadership change. You need a senior practitioner who can move fast without breaking things.

Not sure if this applies to you? Book a 30-min call — we'll tell you honestly.

How it works

Systematic, not experimental

Phase 1

Diagnostic

Process audit, churn analysis, stakeholder interviews, metric baseline.

Phase 2

Design

Journey mapping, playbook architecture, team structure, tooling selection.

Phase 3

Implementation

Rollout, team coaching, process integration, early warning system setup.

Phase 4

Measurement

KPI tracking, iteration cycles, quarterly business review cadence.

Case Studies

Structured interventions, measured outcomes

Origin of Framework

The Origin of 3F

Compliance-driven industries such as MedTech and Biotech use two core instruments to build stable business systems:

Predictability — outcomes can be reproduced.
Traceability — decisions and results are linked through data and clear cause-and-effect logic.

These mechanisms transform complexity into a measurable and manageable system. Applied to SaaS, they redefine Customer Success as a structured, evidence-based discipline. When causes are visible and measurable, churn, retention, revenue growth, and expansion stop being assumptions. They become operational variables that can be diagnosed and managed.

01 — Foundation

Value Architecture

Core Question

"What client problem are we solving?"

02 — Function

Operational Delivery

Core Question

"Is the company consistently delivering this value?"

03 — Flow

Adoption & Behavior

Core Question

"Is the value embedded in real behavior?"

Service Catalog

01 — CS Audit

[ F1 + F2 + F3 ]
Diagnostic of the CS function based on high-regulation environment standards. Identification of revenue security gaps and operational bottlenecks.

Timeline: From 2 weeks

Artifacts

  • • Audit Report
  • • Gap Analysis (Benchmarks)
  • • Wardley Strategy Map
  • • CS Journey Map
  • • Quick-wins list

02 — CS Playbook Build

[ F1 + F2 ]
Design and documentation of operational standards. Creation of a structural framework to ensure CSM scalability and predictable delivery.

Timeline: Defined after Audit

Artifacts

  • • CS Process Design
  • • Standard Operating Playbooks
  • • Metrics Framework (KPI/OKRs)

03 — Fractional Head of CS

[ F1 + F2 + F3 ]
Strategic management of the CS function. Provision of senior leadership and oversight on a rolling retainer basis.

Timeline: 3-month min. commitment

Artifacts

  • • Defined post-audit roadmap
  • • Strategic function management
  • • Operational leadership

04 — CS Workshops

[ F2 + F3 ]
Targeted training sessions for internal SaaS teams and product leadership focusing on critical CS competencies.

Timeline: Series of 1-hour sessions

Artifacts

  • • Training materials
  • • Competency assessment
  • • Post-session action plans

Free Resource

CS Maturity Self-Assessment

A structured diagnostic to evaluate your current customer success operations across 6 key dimensions: process, people, tooling, metrics, culture, and executive alignment.

Who we are

Practitioners, not theorists

10+ years Tech Ops & Project Management | CSM in B2B SaaS, MedTech & BioTech

Advisor & facilitator for global teams | Soft-skills mentor.

AP

Anastasia Pozdniakowa

Founder

LinkedIn Profile →

Get in touch

Ready to start?

Book a free 30-min call. We'll map your biggest CS gap and tell you honestly if we can help.

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