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For B2B Saas startups in Europe

Customer Success Consulting

Customer Success ConsultingCustomer Success ConsultingCustomer Success Consulting
Get in touch

For B2B Saas startups in Europe

Customer Success Consulting

Customer Success ConsultingCustomer Success ConsultingCustomer Success Consulting
Get in touch

About

Consulting and coaching services for B2B Saas startups in Europe looking to build and grow their Customer Success Function. 

With a product market fit, a valuable portfolio of first clients and trust from your investors, it's time to accelerate: retain all your customers, learn from them, upsell them and make them true ambassadors of your brand. Don't wait for your first customer to leave to invest in Customer Success. 


Services: expertise in defining the right strategy post-Sales, building effective processes, putting in place strong day-to-day operations, helping CS Teams be more proactive with their accounts and hiring the talents your organization needs to scale.

Expertise

Strategy

Processes

Processes

Starting with an audit of the CS team (structure, tools & processes, internal collaboration and pain points), I will share recommendations and define a CS strategy which works for YOUR organization. This will take into account your company's stage, business model, customers’ types, product and team’s capabilities.

Processes

Processes

Processes

Time to build the processes which will support your strategy and help your team scale. To name but a few: onboarding program, customer segmentation, customer journey map and activities, CS playbooks, product adoption and usage, customer education, health scoring, retention plan, upsell and renewals. 

People

Processes

People

The structure of your team is key: I can help you define the structure you need and support  you in finding the right talents to join your organization. As CEO of the Customer Success Network, I have access to a large network of talented and experienced CS professionals in Europe.

Clients

Recommendations

Felix Hoddinott, Chief Data Officer at Quantexa

Kate Forgione, Director of Customer Success at Morressier

Felix Hoddinott, Chief Data Officer at Quantexa

"I have enjoyed working with Alix, she has taught me personally a lot about customer success and she demonstrates impressive professionalism and commitment. I have no hesitation in recommending her.

Alix shows a true passion for the developing area of Customer Success and her links into the community allowed her to bring innovative ideas and challenge practices that relate to long term customer value. She demonstrates particularly strong relationship building skills. These have allowed her to learn about our business and understand the context quickly, and to make a rapid impact. "

Alexandre Louisy, CEO at Upflow

Kate Forgione, Director of Customer Success at Morressier

Felix Hoddinott, Chief Data Officer at Quantexa

"We've been lucky enough to work with Alix to audit and restructure our CS function here at Upflow. 

Alix did a great job getting a deep understanding of our strategy, customer base, and existing processes before making any recommendations. While most consultants would only make recommendations, she actively helped us implement them, which was a game changer for us. 

Alix also helped hire our senior CS team, designing the right hiring process, identifying the right profiles, and working hand in hand with us to get the right players onboard. Overall, she unlocked significant value for our organization."

Kate Forgione, Director of Customer Success at Morressier

Kate Forgione, Director of Customer Success at Morressier

Kate Forgione, Director of Customer Success at Morressier

"Alix was invited to Morresier to undertake a project which involved setting a high level strategy for customer enablement. As a series A startup, she was cognisant of the constraints and opportunities in the environment she was working with. Alix built a plan to scope, define, develop and test customer activities using a multi-channel and low touch approach. 


She fitted in very quickly and had a good sense of the culture of our company, enabling her to build rapid rapport and trust with the team. Alix produced an incredibly high standard of work within Morressier. She left a legacy of learning, providing guidance materials that have built capability within the team, so they can step up and continue to enhance customer enablement. We have seen CSAT continually grow for our customers and self-serve rates increase."

Flore Cousin, Director of Customer Success at Alma

Daria Myazina, Head of Customer Success at TrackAd [Coaching]

Daria Myazina, Head of Customer Success at TrackAd [Coaching]

"In a context of hypergrowth at Alma (a Customer Success team growing from 1 to 25 people in 15 months), we needed some support to accelerate the structuring of the team, rescoping of the different roles and help the team to build a more revenue driven approach. Alix has done a brilliant job, helping to set strong basis for the team to scale. She has a strong drive, a lot of autonomy, and great ideas to bring forward. I strongly recommend her services."

Daria Myazina, Head of Customer Success at TrackAd [Coaching]

Daria Myazina, Head of Customer Success at TrackAd [Coaching]

Daria Myazina, Head of Customer Success at TrackAd [Coaching]

"We started working together with Alix, as I had to take the Customer Success department to the next level: from customer support to real success.

Alix helps me implement, organize, and comply with all the important processes for the Customer Success department. She also gives me good support in team management and personal development. She can jump fast in all the topics of client relationship management and provides fast solutions."

Blog

CS Consulting Newsletter

Get in touch: alix@csconsulting.io

About

12+ years experienced customer-centric leader. 

Master in Management with background in Marketing. Experience in Customer Success at Doctolib, GoCardless and Quantexa. Passion for helping CS teams across Europe to scale. 

CEO at the Customer Success Network, the first global CS peer learning community in Europe. 

Customer success network

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