The Problem Most SaaS Companies Don’t Solve
I help SaaS companies improve retention and expansion by fixing the gap between what is sold and what customers actually achieve.
Your sales team closes deals. Your product team builds features. But nobody owns what happens after the contract is signed.
Most SaaS companies focus heavily on acquisition while underinvesting in what happens after the contract is signed.
I help founders and leadership teams fix that. Through customer success strategy, I work with B2B SaaS companies to improve NRR, reduce churn and build custome/r-led growth engines.
The companies winning right now aren’t acquiring faster. They’re retaining smarter. And they’re using AI customer success strategies to align teams around customer outcomes, not activity.
What I’ve Delivered
Experience across SaaS, fintech and enterprise technology.
A selection of companies and brands from my customer leadership and technology career.
Explore my latest insights on retention, NRR and AI-enabled customer success.
- Built customer success functions from scratch in scale-up environments
- Achieved 110%+ NRR within 18 months through structured customer growth strategies
- Reduced onboarding costs by over 80% while improving time to value
- Diagnosed churn patterns at £2M-£20M ARR companies and targeted retention frameworks
- Designed customer-led growth strategies that turned CS into a revenue driver
Looking to improve retention, reduce churn or build a stronger customer growth engine?
Learn more about my Customer Success Advisory services.
Why SaaS leaders work with me
✅ 30+ years in technology and customer leadership
✅ Built and led customer success organisations from startup to scale
✅ Fractional leadership, advisory and board-level support
✅ Host of Breakthrough SaaS Growth with 2,500+ subscribers
Turning Customer Success Into Your Growth Engine
Customer Success Strategy & SaaS NRR:
How to improve SaaS NRR, reduce customer churn and build retention frameworks that
actually work. Most companies treat customer success as a support function. I help you
turn it into your growth engine.
SaaS Customer Success Operations:
From onboarding to expansion, I help you define customer value clearly, reduce friction
in customer journeys and align sales, product and customer teams around outcomes that
matter.
AI in Customer Success:
AI is changing retention and customer success operations. But most teams don’t know how
to implement it properly. I help you apply AI customer success strategies that reduce
time to value and improve team efficiency.
Customer Churn Analysis & Reduction:
Churn is the enemy of SaaS growth. I work with leadership teams to diagnose why
customers leave, build predictive churn models and create targeted retention strategies.
Time to Value & Customer Onboarding:
The faster a customer realises value, the lower your churn and the higher your
expansion revenue. I help you design customer onboarding processes that accelerate
time to value and build customer confidence.
Featured Insights
Practical thinking on customer success strategy, AI and SaaS growth.
- The Next Era of Customer Success – How AI is changing customer success strategy
- Leveraging AI in Your Customer Success Strategy– Practical applications
- The New SaaS Company Operating Model – How to align around revenue
What I Focus On
AI in customer success: How AI is changing retention, expansion and how teams operate
SaaS retention & growth: What actually drives NRR, GRR and long-term customer value
Customer-led revenue: Why growth now depends on what happens after the deal
Time to value: How leading companies reduce friction and accelerate outcomes
How I Work
I work with a small number of SaaS companies to improve retention, expansion and customer-led growth.
Typical areas include:
- Customer success diagnostics and strategy
- Operating model design
- Value realisation frameworks
- Leadership coaching and execution support
This is focused, practical and commercially driven.
Let’s Talk About Your Customer Success Strategy
Whether you’re thinking about improving NRR, reducing customer churn or building a customer-led growth engine, I’m always happy to have a conversation.
Most founders don’t realise how much expansion revenue is sitting in their existing customer base. Or how much churn is actually preventable.