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About Ben Ó Mathúin
Fractional Customer Success Leader for High-Growth SaaS Startups
Most early-stage SaaS companies invest everything into sales and marketing to find traction, and rightly so. But once you hit Product-Market Fit, churn quietly starts to erode your growth rate. Retention becomes your real growth engine. That’s where I come in.
I’m Ben Ó Mathúin, a fractional Customer Success leader who partners with venture-backed SaaS founders to build the systems that drive Net Revenue Retention. I specialise in turning post-sale chaos into a structured, scalable engine without adding full-time headcount.
Together we operationalise Customer Success across onboarding, lifecycle management, and expansion. Everything aligns with your existing go-to-market motion so CS becomes a revenue partner, not a cost centre.
My Work
What I Bring to the Table
Over the past decade, I’ve built and scaled post-sale systems that turn Customer Success into a capital-efficient revenue engine. My work spans Customer Success, Onboarding, Support, and CX Operations, all aligned to drive sustainable growth.
From Support to Strategy
I’ve led transformations that repositioned CS from reactive support to a structured, commercial function. By embedding segmentation models, health scores, and expansion playbooks, I help teams create predictable revenue outcomes.
Systems Thinking in Action
I design scalable operating systems across functions. This includes redefining team structures, rebuilding internal processes, and aligning Sales, Product, and CX around shared revenue goals.
Coaching Revenue Operators
I don't just design systems. I activate them. I coach teams to take ownership of renewals and expansion, lead strategic conversations, and contribute directly to the growth plan.
I’m not just a strategist. I roll up my sleeves, work side by side with your team, and build the systems you need to scale.
Engagement Areas
Typical Areas of Engagement
Building your first CS function: org design, hiring, and processes
Launching renewal & churn playbooks to protect revenue
Defining customer segmentation and prioritization strategies
Building health scores using CRM, usage, and product signals
Aligning Sales and CS for seamless handoffs and lifetime value
Accelerating time to value and onboarding impact
Driving product and CS feedback loops
Implementing dashboards and forecasting systems
Designing incident management plans for major client events
Turn Customer Success into your most efficient lever for NRR
If you’ve reached product–market fit, serve mid-market or enterprise clients, and feel the pressure to scale revenue, Customer Success isn’t a luxury. It’s your most powerful lever. But traditional CS is often reactive, underpowered, and disconnected from growth.
