SaaS Customer Success Recruitment Case Study: Scaling CS Teams in the UK
Scaling a SaaS customer success team to reduce churn
A growing mid-market SaaS company in the UK had a strong sales pipeline, but the post-sale team was under pressure. New customers were waiting too long to get started, existing CSMs had too many accounts, and signs of churn were starting to appear in key relationships.
We helped the business hire a Customer Success Manager and a Customer Onboarding Specialist who could fit straight into a fast-moving SaaS environment. Both had strong product understanding, good communication skills, and hands-on experience supporting subscription customers.
Within six months, the business had a more stable customer onboarding process, faster customer handovers, and better account coverage. Time-to-value improved, customer issues were spotted earlier, and the leadership team felt more confident about its ability to retain customers.
Hiring a senior CS leader to protect renewals revenue
A UK-based B2B tech firm had a solid product and a growing client base, but its post-sale function lacked structure. Renewals were handled reactively, responsibility for customer relationships was unclear, and expansion opportunities were being missed.
We supported the hire of a Head of Customer Success who had experience building teams, improving retention processes, and aligning CS with sales and product. We also advised on the role brief to make sure the business attracted the right level of candidates.
After the hire, the company introduced clearer account segmentation, a more consistent renewal process, and stronger reporting around customer risk. This gave the team a stronger foundation for protecting recurring revenue and growing existing accounts.
