Tasked with leading the customer success team at a small B2B tech company, needing to build a scalable model to drive product adoption, reduce downsell, and generate upsell opportunities – all while managing limited resources and a tight budget — the new Customer Success Exec knew she faced a serious challenge. The stakes were high, and she couldn’t afford to get it wrong.
She turned to CSM Practice, one of the most experienced consultants in the space, to help with the development of a customer centric engagement model. It paid off. Within 12 months, her team was running smoothly, customer engagement surged, adoption rates climbed, and churn risks dropped significantly. Most notably, her company saw a 10% increase in upsell opportunities within the first 6 months, covering her investment in the consultant and transforming her team into a strategic profit driver.