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Customer Success Operations Consulting for SaaS

Power Retention, Expansion, and Scalable Growth Across the Customer Lifecycle

In SaaS, customer success is revenue-critical. From onboarding and adoption to renewals and expansion, your CS team drives long-term value—but only if scalable operations support it. As your ARR base grows, manual processes and inconsistent data can derail the customer experience and limit your ability to succeed.

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CS Ops Challenges in SaaS

Customer success in SaaS faces rapid change—from shifting product usage to evolving team responsibilities. We help you get ahead of risk and scale your post-sale engine.

We solve challenges like:

  • Disjointed onboarding across customer segments or tiers
  • Limited visibility into adoption, health, or churn risk
  • Manual expansion processes that don’t scale
  • CS tools that lack alignment with CRM or product systems
We bring clarity and automation to the customer journey so your CS team can deliver consistent value and drive expansion revenue.
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InTandem delivers Customer Success Operations (CS Ops) consulting tailored to SaaS companies. We help teams build structured onboarding, health scoring, and expansion playbooks that align CS with product, sales, and finance, turning customer success into a strategic growth function.

How We Support SaaS Customer Success Teams

Onboarding Process Design & Standardization

We help SaaS companies deliver fast, consistent onboarding across roles, segments, and product tiers.
  • Onboarding workflows for high-touch and low-touch models
  • Metrics aligned to time-to-value and product milestones
  • Templates and checklists for handoffs and delivery

Customer Health Scoring & Risk Alerts

We use real engagement data to design scoring models that surface risk early and highlight expansion potential.
  • Health models blending usage, support, sentiment, and lifecycle signals
  • Dashboards and alerts for proactive outreach
  • Integration with CRM, product analytics, and support platforms

Upsell & Expansion Enablement

We help CS teams identify and execute on expansion opportunities with repeatable playbooks and workflows.
  • Expansion triggers tied to adoption or product fit
  • Coordination flows between CS, sales, and product
  • Campaigns and cadences for expansion outreach

CS Platform Configuration & Admin

We optimize and manage the tools that power your CS function, from platform selection to automation.
  • Gainsight, ChurnZero, Planhat, and Salesforce Service Cloud
  • Lifecycle workflows, renewals, and QBR automation
  • Ongoing admin support and system optimization

Who We Work With

We support SaaS companies across CS models and maturity levels, including:

  • Post-sale teams manage onboarding, adoption, and support
  • CS organizations scaling into dedicated retention or growth teams
  • Venture-backed startups introducing health scoring or automation
  • Enterprise SaaS teams integrating CS across product lines

Why InTandem for CS Ops in SaaS?

Retention + Expansion Focus

We build CS systems that protect your base and drive NRR, without compromising experience.
Our playbooks flex to fit PLG, hybrid, or high-touch GTM strategies.
We align CS with sales, marketing, and product to provide a complete view of the customer lifecycle.

Meet our 1500+ RevOps experts, ready to support your growth journey

Justin InTandem Expert
Justin

Marketing Automation and RevOps Expert

Industries of Focus: SaaS, Financial Services, Manufacturing, and Transportation Management
Tools Experience: HubSpot and Salesforce Sales Cloud and Account Engagement

This is a headshot of Lissette, our GTM system and RevOps analyst expert.
Lissette

GTM Systems & RevOps Analyst

Industries of Focus: SaaS, Finance(including FinTech), and MarTech
Tools Experience: Salesforce, HubSpot, DOMO, ZoomInfo, and more.

Nicole Ciepiela RevOps and Business Intelligence Expert
Nicole

RevOps and Business Intelligence Expert

Industries of Focus: AI, InfoSec, Manufacturing, Services
Tools Experience: Salesforce, Tableau, Hubspot, Marketo, Outreach, LeanData, Gong, Highspot, Seismic, 6sense, BoostUp, Cloudingo

This is a headshot of Michael, our RevOps Strategy and Analytics Expert.
Michael

RevOps Strategy and Analytics Expert

Industries of Focus: AI, Data, Cyber, Enterprise Software, Federal Government
Tools Experience: Salesforce, BigQuery/Snowflake, BI

Flexible Engagement Options

Fractional CS Ops Experts starting at 20 hours/month
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Full-Time Talent Placement for CS Ops Managers, Gainsight Admins, and Customer Success Analysts
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Let’s Build Your SaaS Customer Success Engine

Whether you’re scaling CS from scratch or refining legacy processes, we’ll help you build an operations layer that drives loyalty, growth, and expansion.
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