Your customers are churning and you know it. But hiring a full-time CS Director at $200K+ isn't the answer at your stage. There's a better way to build the function you need — right now.
Most early-stage SaaS companies have the same problem — strong acquisition, weak retention. Revenue looks healthy until you run the numbers on churn. By the time leadership notices, months of recoverable revenue have already walked out the door.
Customer success is everyone's job — which means it's no one's job. Onboarding is inconsistent, renewals are reactive, and account health is invisible until it's too late.
Customers cancel and you're not entirely sure why. There's no health scoring, no early warning system, no structured touchpoints. By the time you spot the risk, the customer has already decided to leave.
A senior CS Director costs $180K–$220K before super. At your stage, that's a bet that may not pay off for 12–18 months. You need the expertise now — not the overhead.
Every engagement starts with a discovery call. We assess your situation and recommend the right level of involvement for where your business is right now.
For founders who need a senior CS perspective on specific problems — churn analysis, playbook review, team structure, or board-level retention strategy.
Embedded senior CS leadership in your business. We run the strategy, build the systems, and work directly with your team — at a fraction of a full-time hire.
For companies that need to build their CS function from the ground up — or restructure one that isn't working. Defined deliverables, clear timeline, lasting results.
HeyYou had strong acquisition — new café partners signing up every month. But churn was keeping pace. Working directly with their CEO and CFO, Accentric.io restructured the post-sales team, built account manager playbooks and scripts, designed the customer experience end-to-end, and created a structured approach to re-engaging dormant customers. Within two quarters, monthly churn dropped from ~40 customers to ~20.
Read the full case study →Answer 5 questions and get an instant read on where your customer success function is strong — and where churn risk is building.
Do you have a defined, documented onboarding process for new customers?
How do you currently identify customers who are at risk of churning?
What is your current gross revenue retention rate (GRR)?
Do you have documented playbooks for renewals, escalations, and expansion?
Is there a dedicated person or team accountable for customer retention and success outcomes?
We'll also include specific recommendations based on your answers.
We'll review your results and reach out within one business day. No spam, ever.
Book a free discovery call. We'll assess your CS function and outline exactly where the opportunity is.
Book a Free Call →