The boardroom fell silent as the mandate was delivered: transform a legacy managed services business into a modern SaaS powerhouse. After two failed attempts at building a Customer Success organization, this publicly traded company knew they needed a different approach. The challenge was immense: build a world-class CS organization from scratch in just 90 days. In an industry where transformation typically takes years, this timeline seemed almost impossible. But sometimes, the most daunting challenges yield the most remarkable results.
The Beginning
We began by assembling a tiger team of internal leaders. These weren’t just any leaders – they were veterans who knew the company’s DNA, understood their customers, and were hungry for change. Day by day, we methodically laid the foundation for what would become their customer success powerhouse:
- Week 1-4: Strategic framework and organizational design
- Week 5-8: Process mapping and success metrics definition
- Week 9-12: Talent identification and role mapping
The breakthrough came when we discovered hidden gems within their existing organization: 18 employees who had the perfect blend of technical knowledge, customer empathy, and growth mindset to become their pioneering CSMs. We launched the program with an intensive BootCamp that transformed these 18 individuals from service providers into strategic customer partners. The impact was immediate – customers began experiencing a new level of partnership they hadn’t seen before.
The Outcome
The real magic happened in the months that followed. Within 15 months, the CS organization had grown to 80 strong professionals, each trained and aligned with the company’s new customer-centric vision. The numbers told an impressive story: Gross Revenue Retention improved by eight percentage points – translating into millions in additional revenue across their hundreds of millions in business.
The internal champion who dared to lead this initiative? They’re now a successful VP of Customer Success, proving that bold moves and the right guidance can accelerate careers as much as company growth.
What started as a board mandate became a case study in organizational transformation. The key lesson? With the right framework, leadership, and execution, you can accomplish in 90 days what others might take years to achieve.
The Company: A publicly traded Managed Services Provider
The Challenge: Build a new Customer Success Group in 90 Days
The Consultant: Nils Vinje –Glide Consulting
The Outcome: Success
Glide Consulting delivers creative solutions to customer success challenges. We partner with our clients to bring clarity and definition to each area of Glide’s 4 P’s framework – People, Purpose, Process, and Platform. Glide was founded and is led by Nils Vinje, Customer Success industry veteran and recognized thought leader.
- Consulting – Deliver predictability in customer renewals and expansions.
- Leadership Coaching – Take your leadership to the next level with a tailored coaching program designed just for you by an industry expert and certified coach.
- Training – Enable your team to build strategic relationships with your clients that are the key to your long-term success.
