Category:
CX and Support Team Development
Client:
Seed-round SaaS Startup
My client, a seed-stage technology startup, is on a mission to digitize the traditional electrical industry. Their innovative, cloud-based platform empowers electrical engineers and facility teams to modernize workflows, manage power systems efficiently, and drive digital transformation in a historically manual field. Although the company was landing significant enterprise-level contracts, they faced challenges in turning these wins into lasting, recurring revenue.
(THE PROBLEM)
Despite early success closing deals with large customers, the company struggled to keep them engaged and satisfied post-sale. There was no dedicated customer success or support team — developers were handling support tickets directly, which drained valuable engineering resources and resulted in inconsistent user experiences. User adoption remained low, churn rates were high, and there was no structured process for gathering user feedback to guide the product roadmap. This often led to feature releases that missed the mark, adding unnecessary technical debt without delivering real customer value.
(MY APPROACH)
As a post-sale consultant, I was brought in to design and implement a scalable customer experience function from the ground up. To do this effectively, I first immersed myself in the product, mastering its capabilities and understanding the user base’s pain points and goals.
From there, I took the following steps:
Established Support Operations: Built a formal support function, including ticketing workflows, service-level agreements, and clear escalation paths to free up developer time.
Designed Onboarding Programs: Developed structured onboarding and training processes to help new users reach value quickly and confidently.
Created SOPs and QA Processes:
Implemented standardized procedures for post-sale engagement, quality assurance, and issue resolution.Captured Customer Insights: Conducted user interviews and feedback sessions to create a continuous feedback loop between customers and the product team.
Implemented Data and Reporting: Set up metrics and reporting dashboards to track adoption, ticket volume, and key success indicators — providing transparency to leadership and investors.
(RESULTS)
This foundational work delivered tangible results for the company’s growth:
Shorter Time to Value: Users were onboarded faster and started realizing benefits sooner.
Higher User Adoption: Clear onboarding and proactive engagement boosted active usage.
Reduced Support Tickets: Fewer reactive tickets, freeing developers to focus on innovation.
Lower Churn: Better support and relevant product improvements helped retain critical enterprise accounts.
Product-Market Alignment: Actionable customer feedback informed feature development, securing key renewals and building trust with enterprise clients.
(KEY TAKEAWAY)
By building a robust post-sale engine, I helped this growing startup protect its early enterprise wins, increase customer lifetime value, and set up a sustainable path for scale — freeing the technical team to focus on what they do best: building great products.
