Phase 6 · Delivery & Customer Experience · Value Customers Can Feel
Outsourced Customer Success Hub
Revenue is won in sales. Revenue is kept in customer success. Most growing businesses invest heavily in the first and almost nothing in the second — until the churn makes the cost impossible to ignore.
Outsourced customer success hub is the managed customer success function for businesses that need to retain and expand their client base but are not yet ready to build an in-house team. We design the customer success processes, onboard the function, and deliver the ongoing relationship management, health scoring, renewal conversations, and expansion programmes that keep clients engaged and growing their spend over time.
The Pain We Solve
You may recognise yourself in one of these.
Three audience scenarios · because the same service produces a different transformation depending on where you are in the business journey.
Scenario 1
The business with strong new-business performance and poor client retention
New clients are coming in but existing clients are quietly churning. The acquisition machine is working and the retention machine does not exist. The business is filling a leaking bucket — and will continue to do so until customer success is treated as a function rather than a hope.
Scenario 2
The scaling business whose account managers are managing relationships reactively rather than proactively
Client relationships are maintained through response — responding to issues, responding to renewals, responding to churn. There is no proactive health monitoring, no structured expansion conversation, and no early warning system for clients who are at risk.
Scenario 3
The SaaS or service business that is leaving expansion revenue on the table
Existing clients could be spending more — they have adjacent needs, growing teams, and expanding use cases. Nobody is having the expansion conversation because nobody owns the commercial relationship after the initial sale closes.
The Impact It Creates
The Moment You Will Feel the Difference.
Client retention improved through proactive health monitoring and relationship management
Expansion revenue unlocked from existing clients through structured upsell and cross-sell programmes
Churn identified and intercepted before clients have decided to leave
NPS and client satisfaction scores elevated through a professional customer success function
What You Receive
The Specific Deliverables.
Tangible outputs · documented, dated, and yours to keep.
- Customer success process design — onboarding, health scoring, and renewal framework
- Client health monitoring and risk flagging system
- Proactive outreach programme — regular touchpoints and value reinforcement
- Renewal management process — early, structured, and commercially confident
- Expansion revenue programme — upsell and cross-sell conversation framework
- Client satisfaction measurement and NPS reporting
The Outcome
Where You Will Be on the Other Side.
The business retains more of the clients it wins, grows the revenue from existing relationships, and builds the reputation for client experience that becomes a source of referrals and renewal — delivered through an outsourced function that performs like an embedded team.
Primary Focus
Managing client retention, relationship health, and expansion revenue through a fully outsourced customer success function.
KPI Measurement
- Client retention rate
- Net revenue retention (NRR)
- Expansion revenue per existing account
- NPS and client satisfaction score
- Churn prediction accuracy and early intervention rate
Investment & ROI
Pricing Engineered Around the Value You Create.
Every engagement is sized against the value we believe we can create with you · the fee is always a fraction of the outcome. Four tiers · so the investment matches your stage of business.
Tier 1
Foundations
£5,000 – £15,000
Right for
Pre-startup, startup, and micro-business founders ready to build on evidence rather than instinct.
Typical Value Created
£100K+ in retention savings, NPS lift, and reduced churn
Engagement
4 – 8 weeks
Target Return
5 – 10× ROI
within 12 – 18 months
Tier 2
Acceleration
£15,000 – £50,000
Right for
Growing SMEs and established small businesses ready to scale a working model into the next revenue band.
Typical Value Created
£500K – £5M in customer-lifetime-value expansion and operational efficiency
Engagement
8 – 16 weeks
Target Return
5 – 10× ROI
within 12 – 18 months
Tier 3
Transformation
£50,000 – £250,000
Right for
Medium enterprises and scale-stage businesses ready to commit to a multi-quarter, organisation-wide shift.
Typical Value Created
£2M – £20M in customer-base appreciation and recurring-revenue protection
Engagement
3 – 9 months
Target Return
5 – 10× ROI
within 12 – 18 months
Tier 4
Enterprise
£250,000 – £2M+
Right for
Large enterprises, global operators, and complex organisations ready for a multi-year strategic partnership.
Typical Value Created
£10M+ in customer-economics transformation, retention infrastructure, and renewal scale
Engagement
12 months and onward
Target Return
5 – 10× ROI
within 12 – 18 months
Why We Price This Way
Every engagement is sized around the value we believe we can create with you. The fee is always a fraction of the outcome · typically 10 – 20% of the expected first-year return.
This is how we make sure pricing aligns with results. The conversation is never “what does this cost?” · it is always “what is this worth to your business?” We answer that together in the first call, transparently, and decide the right tier from there.
If we cannot articulate a credible 5–10× return for your specific situation, we will tell you in the first call. That honesty is part of why our clients trust us with the work that matters most.
Why This Conversation Matters
“The clients who leave rarely complain first. They go quiet and then they go. Customer success is the function that notices the quiet before it becomes a departure — and turns it back into a conversation.”
A 90-minute structured strategy session · produces a usable roadmap whether you engage further or not.
More in Phase 6