• $1B+ high-growth SaaS provider with 100K+ accounts globally


  • Organization had an established Customer Success model in place, but was facing flat (low) net retention and low product utilization / adoption
  • In parallel, the company wanted to improve adoption of a new product platform across its installed base


Waterstone transformed Customer Success model, organization and practices to improve net retention and drive adoption.

  • Assessed current state model and economics, including detailed view of churn and expansion across segments, CS engagement models and channels
  • Benchmarked CS operations, technology, charter, metrics and organization to prioritize Improvement areas
  • Developed 18-month transformation roadmap and associated financial analysis / investment case
  • Re-defined Customer Success charter to focus on driving product adoption
  • Updated segmentation model to incorporate adoption potential
  • Defined key financial and operational metrics (including increased emphasis on net retention), and supported operationalization of reporting dashboard
  • Developed updated Customer Success operational practices (adoption and renewal playbooks, dashboards, systems)


  • Completed transition to new Customer Success organizational structure, deployed updated operational practices and increased Customer Success Manager productivity
  • Increased net retention by 4-5% and product usage by 7% since new model was launched