Commercial Customer Success

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.

Commercial Customer Success is different

It is a strategic operating system that turns CS into a predictable revenue engine. We help SaaS companies retain customers, drive expansion, and forecast churn and growth with the same rigour as pipeline.

Why It Matters?

CAC is rising. Sales-led growth alone no longer cuts it. Customer-led growth is scalable, capital-efficient, and valuation-positive.

Most early-stage CS teams are built like support.
We rebuild them like revenue teams.

What we Deliver?

8 to 12 point lift in NRR
Expansion conversations happen earlier and more often
Renewal forecasting leadership can trust
Time-to-value reduced and onboarding improved
CSMs trained in negotiation and commercial storytelling
Strategic insights that empower Sales and Product

Step-by-Step

Our Process

At CustomerLift, we follow a structured, hands-on process to transform your Customer Success function into a commercial growth engine. Each step is designed to deliver measurable outcomes and lasting impact for your SaaS business.

Step 1

We start by auditing your Net Revenue Retention and mapping the entire customer journey. At the same time, we segment your customers and define account priorities to ensure our efforts focus where they’ll deliver the most value.

Step 2

Next, we build a custom Health Score tailored to your business, identifying key risk indicators. We also define expansion triggers and design commercial playbooks that enable your team to spot and act on growth opportunities.

Step 3

We then create a robust forecasting system for renewals and risk, giving you real visibility into your pipeline. Alongside this, we introduce value review and value statement template to drive consistent strategic customer engagements, strategic customer engagements.

Step 4

Finally, we train your Customer Success Managers on value articulation and commercial conversations, empowering them to own renewal and expansion outcomes. Throughout, we ensure Sales, Product, and CS are aligned into one unified customer engine.

What Great CS Looks Like?

Great Customer Success means CSMs own revenue, understand their customers, identify risks and upsell opportunities early, and communicate value at every level. When CS and Sales share goals and insights flow to Product, every customer conversation drives real business growth.

Commercial CSMs who?

Own ARR and run their book like a revenue operator
Understand the customer’s business and tech environment
Raise risks early and surface upsell opportunities
Communicate value across user, champion, and exec levels
Operate with urgency and accountability

Aligned teams where?

CS and Sales share revenue goals
CS delivers actionable insights back to Product
CS influences deal quality and post-sale expansion
Customer conversations fuel your entire GTM engine

Who We Work With?

Venture-backed SaaS companies at series A or B, typically doing $5-50 Million in ARR.
Post–product-market fit and expanding into new regions
Founder-led or sales-focused teams that need stronger retention
Investors seeking sustainable, NRR-led growth
No in-house CS executive yet in place

Testimonial

Reviews From Our Clients

Marcus O’Neill

VP of Customer Success, NextGen Analytics

“Ben’s frameworks brought immediate clarity to our CS team. We saw measurable improvements in renewals within three months.”

Jake Robinson

CEO, Flowstack

“CustomerLift’s operator-first approach made a real difference. The onboarding and health scoring systems Ben set up are now core to our growth strategy.”

Amelia Chen

Head of Operations, DataCloud

“CustomerLift transformed how we engage with customers post-sale. Churn dropped, and our expansion pipeline is more predictable than ever.”

Sara Mahmood

Customer Success Lead, FinBot

“We needed commercial CS leadership—fast. Ben plugged in seamlessly, empowered our team, and left us with systems that scale.”

Priya Kapoor

Chief Product Officer, InsightIQ

“The hands-on coaching for our CSMs has been a game changer. Our team is now proactive and truly drives value for our clients.”

Elena Vasiliev

Founder, SaaSify

“Working with CustomerLift was the best decision for our Series A scaling journey. Their retention playbooks and insights made all the difference.”