Retention, expansion and renewals
Customer success teams that make your net revenue retention a growth engine.
CSMs and renewal specialists who own onboarding-to-renewal, run QBRs, spot churn risk early and find expansion — in your tools, in your hours, reported weekly.
Fast start: live within 7 days, onboarding included. Written quote within 24 hours of a scoping call.
Why now
What changed
New-logo growth is expensive; keeping and expanding customers is where capital-efficient companies win. Investors now price NRR as hard as ARR growth.
What the pod does
- Customer Success Managers with named book of accounts and health scores
- Renewal and expansion playbooks executed on schedule, not when someone remembers
- QBRs, adoption reviews and product-usage outreach
- Churn-risk detection with AI signals, acted on by a human
- Voice-of-customer reporting back to product and sales
- Weekly NRR, GRR and health-score reporting
Roles in this pod
Who you get
Customer Success Manager (CSM)
Pre-screened in Cape Town or Manila, trained on your product and playbook by AJ Smith and the team lead.
Renewals Specialist
Pre-screened in Cape Town or Manila, trained on your product and playbook by AJ Smith and the team lead.
Account Manager (expansion)
Pre-screened in Cape Town or Manila, trained on your product and playbook by AJ Smith and the team lead.
Customer Marketing Specialist
Pre-screened in Cape Town or Manila, trained on your product and playbook by AJ Smith and the team lead.
CS Team Lead
Pre-screened in Cape Town or Manila, trained on your product and playbook by AJ Smith and the team lead.
How we run it
Executive-led, AI-assisted, reported weekly
Scope
AJ Smith scopes the pod around your target, hours, tools and messaging.
Staff in 7 days
Seats drawn from the bench, onboarded to your systems, trained on your playbook.
Run
Daily stand-up with the team lead; AI handles research, drafting and QA; people do the work that needs judgment.
Review
Weekly KPI report; monthly review chaired by AJ; replacement guarantee after ramp.
Get a quote
Scope your customer success teams
Tell us the number you need to move. You will have a written quote within 24 hours and a team live within 7 days.
Prefer to talk first? Mention a time in the message and AJ will call you.
FAQ
Customer Success Teams: common questions
What does a customer success teams engagement include?
A dedicated team built around your outcome, a working team lead inside the pod, AI tooling for research, drafting and QA, weekly KPI reporting and a monthly review chaired by AJ Smith. Recruiting, onboarding, devices and backup power are included.
How quickly can the team start?
Scoping call this week, written quote within 24 hours, first seats live within 7 days from our pre-screened bench in Cape Town and Manila.
What hours will the team work?
Yours. Cape Town covers US Eastern and Central, the UK, Europe and the Gulf; Manila covers US Pacific, after-hours and the Australian and New Zealand day. Many pods blend both.
What is the commitment?
A 60-day pilot, monthly in advance, no lock-in during the pilot; then a rolling term with 30 days' notice. Any seat below target after ramp is replaced at no cost.
Do you publish prices?
No — every pod is scoped to your role mix, hours and seat count and quoted in writing after a 20-minute scoping call.
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