Category: Customer Success

Redesigned Post-Sale Customer Engagement Model to Boost Adoption and Retention

$100M high growth marketing automation software company wanted to better drive greater adoption of its platform, and maximize renewals and expansions within the installed base. We re-designed the end-to-end post-sales customer engagement model, mapped roles and responsibilities for all post-sales functions across the customer lifecycle, and updated the post-sales organization model to deliver on target customer outcomes.

Created Significant Enterprise and Customer Value Through Services Transformation

A global enterprise software company sought to evolve its Services strategy and operations to drive growth and profitability. We developed and advised on the execution of a phased roadmap for cloud growth and services improvement. As a result, the Cloud Services business grew from start-up to $40M with 25% margin Professional Services margin increased 8% and SaaS business is growing at >40% year over year.

Transformed Customer Success Model, Organization and Practices to Improve Net Retention and Drive Adoption

A SaaS provider with $1B+ in annual recurring revenue needed a Customer Success strategy to improve net retention and drive adoption of a new product platform across its installed base. We redesigned the Customer Success model, organization and practices and developed the 18-month transformation roadmap and investment case to achieve their goals.

Designed Enterprise-Wide Customer Success Model and Optimized Offering Design and Pricing in Line with Client Goals and Industry Best Practices

An enterprise application software provider with $1B+ annual revenue needed to define and enhance service offerings to support investments, including Customer Success, Professional Services and Support. Waterstone designed enterprise-wide Customer Success model to support current and future offerings and optimized offering design and pricing in line with client goals and industry best practices.