Scale Customer Success.
Grow Revenue. Reduce Burn.
All without hiring more CSMs or adding expensive CS leadership.
What we do.
Scaling Customer Success That Grows With You
Early-stage SaaS startups often hit a wall: you’ve got revenue growth, but not the CS systems to retain and expand it. We fix that fast - with modern playbooks, tooling, and fractional services that align to your stage, budget, and ambitions.
We deliver:⚡ Fractional CSMs (onshore + offshore)
🧠 Proven CS playbooks and scalable process design
🤖 Tooling & automation (Gainsight, Vitally, HubSpot, Salesforce, Intercom, Zapier, ChatGPT)
🎯 Advisory and enablement for founders and CS leaders
Our services.
Lean, scalable, and tailored to your SaaS.
🔍 The Problem We Solve.
Today's SaaS customers demand more.
Our team.
CS experts who’ve built CS teams across Australia.
🛠️ How It Works
Our Rapid Scale Framework: Strategy + Action
1. Diagnose:
Free 30-minute consultation to audit your CS maturity, tech stack, and key risks.
2. Design:
2-hour strategy session that maps your growth roadmap—playbooks, roles, and tooling. Yours to run with.
3. Deliver:
5-hour intensive workshop with hands-on implementation support. Get real change live in days, not quarters.
4. Drive:
Ongoing support to maintain momentum, expand capabilities, and embed CS excellence.
Tap into our extended services—from offshore CSMs to tooling migrations and call coaching—to scale sustainably.
Additional Services
📦 CSM Outsourcing
End-to-end relocation of customer operations offshore. Talent sourcing, training, and embedding included.🧰 Tooling Setup & Migration
Tool selection and rollout tailored to your team, customers, and support model.🎧 Gong/Call Review & Coaching
Detailed CSM call reviews with 1:1 coaching, a skill development plan, and honest talent assessments for founders.👨✈️ Fractional CS Leadership
Experienced leadership for startups not ready for a full-time CS exec. Strategic, flexible, and founder-aligned.
Let's see how we can help your business:
Our Newsletter.
Join SaaS leaders getting tactical growth tips, CS benchmarks, and real-world case studies—monthly, not spammy.
Services.
1. & 2. Diagnose & Design
Clarify your CS challenges and chart a winning roadmap.Your Customer Success function shouldn’t be an afterthought. We start with a focused audit and strategy session to get to the root of retention gaps, scaling inefficiencies, and tooling misalignment—fast.
Expert audit of your CS maturity, risks, and stack
Custom CS roadmap with playbooks, metrics, and team design
Clear recommendations you can action, with or without us
3 Deliver
Turn strategy into results—live in days, not quarters.We embed directly with your team to activate the roadmap through a high-intensity working session. This is change management without the fluff, focused on real outcomes.
Hands-on implementation of key CS systems and processes
Tool configuration, playbook rollout, and customer workflows
On-the-ground coaching to upskill your team as we go
4. Drive
Sustain momentum and scale your success engine.Customer Success isn’t a one-and-done project. We offer ongoing services to help you maintain impact, grow with confidence, and lead like a seasoned CS org—without hiring full-time.
Offshore CSMs and talent sourcing for lean growth
Tooling setup, Gong reviews, and hiring support
Fractional CS leadership to steer the ship while you scale
Additional 'Drive' Services📦 CSM Outsourcing
End-to-end relocation of customer operations offshore. Talent sourcing, training, and embedding included.
→ Great for founders needing cost-effective scale without sacrificing quality.🧰 Tooling Setup & Migration
Tool selection and rollout tailored to your team, customers, and support model.
→ From spreadsheets to full-stack CS platforms—we make the switch smooth.🎧 Gong/Call Review & Coaching
Detailed CSM call reviews with 1:1 coaching, a skill development plan, and honest talent assessments for founders.
→ Turn good reps into great ones, or get clarity on who’s not a fit.👨✈️ Fractional CS Leadership
Hands-on leadership for founders who aren’t ready to hire full-time CS execs.
→ Strategic input, team coaching, and board-level reporting, all on demand.
Let's see how we can help your business:
🔍 The Problem We Solve
Today's SaaS customers are demanding—and rightly so.They want:• Consistency (the same CSM, year after year)
• Simplicity (low-effort onboarding and fast support)
• Value (a better experience at a lower price)
But most Customer Success orgs fall short—badly.Here's why:Modern attention spans are shrinking.
Customers are resistant to deep onboarding or product learning.Great CSMs leave.
They burn out, chase better roles, or jump industries—leaving your B-team managing key accounts.Scaling burns cash.
Going from 1 to 2 CSMs doubles costs—often to cover just a 10–20% workload increase.Leadership is outdated.
Many CS leaders are operating on pre-COVID models that no longer work.Consultants sell the wrong blueprint.
The obsession with role specialisation and cost-cutting leads to disengaged teams, shallow service, and churn.It’s time for a new model.
Let's see how we can help your business:
Our team.
Nathan Ainsworth - Founder
SaaS leader with 12+ years driving growth, retention, and team performance. I help purpose-driven startups scale Customer Success with clarity, speed, and heart.
Steven Ly - Founder
Operator and builder with deep experience in Customer Success, GTM strategy, and early-stage growth. Passionate about scaling SaaS teams and creating high-impact customer experiences.
Simon Parker - DevOps
Cloud engineer with a growing portfolio of real-world DevOps and serverless projects. Brings sharp technical foundations, hands-on AWS experience, and a bias for building fast and learning relentlessly
Let's see how we can help your business:
Pricing.
Simple, Transparent PricingOptions:Free Customer Success Strategy Call 30 mins, $0Customer Success Strategy Sprint 2 hrs, $595 AUDCustomer Success Strategy Intensive 5 hours $1,250 AUDOutsourcing Services - Custom Project Pricing $10,000 to $35,000 AUDRemote AEST timezone CSM - $3,950 AUD p/m (including ongoing performance management of CSM)Remote AEST timezone Support Representative - $2,950 AUD p/m (including ongoing performance management of Rep)Custom Roles (Renewals Manager, Account Manager) also availableTalent Management & Development (ongoing Gong/Call reviews with tailored feedback & training sessions) - $495 AUD per monthFractional CS Leadership (minimum 6 month contract) - $2,450 to $4,950 AUD per month
Contact.
Not sure where to start?Have a question or ready to explore working together? Send a quick summary of:
- your ARR,
- CSM team size,
- and the services you're interested in.We'll share a tailored draft quote before we chat.
Send us a message.