Case Study 02
Revamping Customer Success and Sales Operations for a PE-Backed Company
How we increased Net Revenue Retention by 15%+ through customer health scoring and operational restructuring
Challenge
A PE-backed business services company faced low visibility into customer health and inconsistent retention forecasting
Approach
- Mapped customer journeys across all key segments
- Developed a Customer Health Scoring model to predict churn & upsell potential
- Restructured Customer Success and Sales operations
Outcomes
15%+
Net Revenue Retention (NRR) improvement & stronger forecast accuracy
100%
Delivered a unified GTM operating model enabling clarity in ownership and pipeline visibility
Early
Early warning for churn-prone customers, enhancing retention visibility
Key Deliverables
Account Trend Analysis - Start sorting by ARR to identify trends
Customer Journey Mapping
Customer Health Scoring Model - Weighted average scoring on key indicators