CUSTOMER SUCCESS & EXPANSION TRANSFORMATION
How a B2B SaaS company turned post-sale execution into a scalable growth lever by redesigning its customer success and expansion model.
Case Details
Clients: B2B SaaS Platform Company
Engagement Type: Customer Success
Industry: B2B SaaS
Project Duration: 6 Months
Focus Areas: Onboarding, Retention
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The Story
The company had built a strong acquisition engine, but growth began to plateau as churn increased and expansion revenue lagged expectations. Customer onboarding varied by team, success metrics were inconsistent, and renewals were often treated as last-minute events rather than planned outcomes.
Techaivv was engaged to redesign the post-sale motion and transform customer success into a structured, revenue-aligned growth engine.
WHAT TECHAIVV DID
We approached customer success as a lifecycle system that spans onboarding, adoption, value realization, and growth. The focus was on proactive engagement rather than reactive support.
- Designing standardized onboarding and activation journeys
- Defining customer health scores and risk signals
- Creating renewal planning and expansion playbooks
- Aligning customer success metrics with revenue outcomes
- Establishing cross-functional handoffs between sales and CS
The Results
The new customer success system delivered measurable improvements in retention and
expansion.
Customer Reviews of the Case
“Customer success used to feel reactive. Techaivv helped us turn it into a proactive growth motion that leadership could actually plan around.”
