Scaled from 20 to 200 customers without hiring a CSM

The Challenge

A startup was a 4-person team with a growing product and a scaling customer base — but no dedicated customer success person. The founder was personally onboarding every new customer, running every check-in call, and managing every renewal manually. As customer count grew, quality was declining and the founder couldn't scale.

Our Solution

We built a customer success automation platform that could handle the entire onboarding and retention journey at scale: automated onboarding sequences that guided customers through setup based on their use case, behavioral triggered check-ins that reached out when usage patterns indicated risk, an AI chatbot that answered common questions 24/7, and automated renewal management with 60-day renewal alerts and escalation workflows.

Results