Churn’s Eating Your Growth. I Fix That.

I help B2B companies (Series A & B) build Customer Success engines that crush churn, drive expansion, and deliver results — fast.
No fluff. No overhead. Just outcomes.

The Pain You’re Feeling

▪️Customers churn after a few months, no matter how good the product
▪️Sales is winning deals… and then drowning in support
▪️Your onboarding is slow, inconsistent, and kills time-to-value
▪️Expansion is pure luck — no system, no ownership
▪️You hired a few CSMs, but they’re reactive and unsupported
▪️You know you need a CS function… but you don’t want to get it wrong.

What I Bring In

▪️Reducing time-to-revenue by 5x
▪️Reducing churn by 30% and more
▪️20%-points more NRR
▪️Frameworks that scale
▪️Customer Success, Sales, Product — finally working in sync
▪️Zero hiring risk. VP-level impact, none of the overhead.

Outcome

A clear, no-fluff fix of what’s broken, what’s missing, and where to focus for fastest impact.

I don’t play it safe. I tell you what’s not working. I build what’s needed. And I do it faster and smarter than an in-house hire.

The Co-Pilot you can trust

▪️20+ years of commercial leadership
▪️140%+ Net Revenue Retention
▪️95%+ Gross Retention
▪️Built and scaled CS teams from 3 to 50+
▪️Trusted by brands like GWI, Google, Amazon, Disney

Here’s the problem most founders miss: you don’t scale CS by hiring a few CSMs and crossing your fingers.
You scale CS by building a system that moves customers through onboarding, adoption, retention, and expansion with precision.

I just don’t advise. I lead. I build. I train. And I leave you with a machine that runs.

Let’s make your customer base your biggest growth asset.

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What Clients Say

Selin Yigitbasi-Ducker, Founder and CEO, Goodsted:
"We worked with Thomas and I’d genuinely recommend him to any B2B tech company looking to strengthen its strategy and client success.

Balancing client support, enquiries, and product development, we knew we needed to shift from support to real client success. Thomas quickly got up to speed - reviewing our materials, listening to calls, and sharing a clear, well-explained diagnosis deck that made our follow-ups much more focused.

In just two sessions, we clarified key areas like pricing, outreach, community strategy, and referrals. His advice helped us refocus on building a client community and using AI more effectively. He also gave sharp, simple suggestions to strengthen our investor messaging.

Thomas brings clarity, care, and strategic insight - we’re glad to have worked with him and hope to again soon."

Alexander Nielsen, Director, The Walt Disney Company:
"I highly recommend Thomas for his exceptional client skills, deep data knowledge, as well as his strategic consulting approach.

His extensive knowledge of data analytics allows him to provide valuable insights and recommendations that drive informed decision-making.

Thomas' consulting approach is both collaborative and result-oriented, as he works closely with clients on understanding their needs and tailoring the story that lies within the data.

His dedication to delivering exceptional service and his expertise in leveraging data make him an invaluable asset to any team or project."

Dr Carola Briese, Customer Success Leader in Cybersecurity:
"I’ve been fortunate to be mentored by Thomas, passionate Customer Success expert whose calm presence and reflective approach brought real value to my career transition.

He gave me space to shape my own direction, while showing genuine interest—especially in the AI in Customer Success project I’ve been developing. What I valued most was his authenticity in addressing vulnerability as a leader.

His knowledge sharing not only demonstrated deep expertise but also a truly collaborative spirit. Our conversations are thoughtful, honest, and energising—helping me sharpen my perspective and stay focused on what matters."

Stop Building the Plane while Flying it.

Sustainable growth isn't about more activity; it's about deliberate design. That's why I created The A.C.E. Framework.
It's my proprietary methodology for building a strategic Customer Success function focusing on three core pillars:

▪️Activate Value – Ensure new customers realise value fast.

▪️Cultivate for Retention – Nurture relationships to keep customers loyal.

▪️Expand Revenue – Systematically grow accounts and drive expansion revenue.

This framework provides a clear understanding of how I envision Customer Success becoming the revenue driver of your company. I assess your current revenue ecosystem to provide a data-backed understanding of your challenges that cuts through to your highest-impact growth opportunities, faster and cost-efficiently.

Explore my Methodology