Customer Success Consulting B2B SaaS

Seven exits. Each one built on a proven Customer Success process — and I can show you exactly how to get there.

7
Successful exits
<75
Employee sweet spot
B2B
SaaS focus

Who this is for

You've built something worth keeping.

Now you need a Customer Success operation that proves it to investors, retains the customers who validate it, and scales without breaking what's working. That's where I come in.

CEOs & Founders
Preparing for your next raise or exit
CS infrastructure that moves the metrics investors actually care about — NRR, churn, time-to-value. Built to show up clearly in a data room.
Investors
Portfolio companies stalling post-sale
A systematic diagnosis of what's holding retention back, and a clear path to turning CS from a cost center into an expansion engine.
CS & Product Leaders
Scaling without breaking what works
Onboarding redesign, playbook development, and process change management — with full awareness that changing how teams work is as important as the strategy itself.

How it works

Not theory. A clear-eyed process.

What I bring is a repeatable framework for diagnosing, rebuilding, and scaling CS — refined across seven exits and dozens of onboarding transformations.

I
Diagnose
Identify exactly what's holding your CS motion back — in the data, the process, and the team.
II
Revamp onboarding
Reduce churn and accelerate time-to-value. The first 90 days determine retention more than anything that follows.
III
Build the engine
Shape ongoing CS into a retention and expansion motion — the kind that shows up cleanly in your investor metrics.
IV
Manage the change
Process change means people change. I make those transitions as smooth and durable as possible.

About

Change is hard. Making it easier is what I do.

"I specialize in helping small B2B SaaS companies build and scale CS teams that move the metrics investors actually care about."

I work with companies typically under 75 employees — at the stage where CS is either being built for the first time or rebuilt to support the next phase of growth.

Over the course of my career, I've guided seven companies through successful exits, each time building the onboarding and ongoing customer success infrastructure that made those outcomes possible.

I do this with full awareness that changing processes means changing how people work. Sustainable change requires buy-in, sequencing, and patience — not just a new playbook dropped on a team.

Let's talk

Ready to build a CS operation that scales — and that investors notice?

Start with a 30-minute conversation. No pitch, no deck — just a direct look at where your CS motion stands and where it needs to go.

Email directly: rochelle@scalingcs.io

or send a message
✓ Message sent — I'll be in touch within one business day.

Engagements typically begin within two weeks.