CUSTOMER SUCCESS & ACCOUNT MANAGEMENT · PRICING
At B2B SaaS vendors, Velista structures Customer Success so the function produces retention and expansion. In retail and e-commerce, it puts a pricing strategy in place that holds the margin.
RESULTS
These results were achieved in operational roles, at a B2B SaaS vendor serving Tier-1 retailers and then in an e-commerce scale-up whose team numbered more than fifteen across three European markets. The case studies below give the detail.
EXPERTISE
The existing portfolio becomes the first growth channel, with a Customer Success function that no longer rests on a handful of key people.
Explore the Customer Success expertise →Leaving an inherited price list behind for a pricing strategy the company decides. That takes a decision framework, a coherent architecture and an organisation able to hold it over time.
Explore the Pricing expertise →CASE STUDIES
A pricing SaaS vendor serving Tier-1 retailers, with no established Customer Success or Account Management function.
The function was built from scratch, from portfolio segmentation to follow-up processes and expansion strategy, then led internationally. It became the company's first growth engine.
A Customer Success team spread across France, Spain and the UK, confined to a reactive role.
Managing a team of more than fifteen, and putting shared processes in place across the three markets. The team moved from a reactive role to a model steered by retention and expansion.
Price lists that were inherited rather than steered, with no explicit pricing strategy and no organisation to sustain one.
Direct work with the teams at Decathlon, Leroy Merlin, Fnac Darty and E.Leclerc, all Tier-1 retailers, structuring and optimising their pricing strategy.
ENGAGEMENTS
A quantified assessment and a prioritised roadmap. It is the shortest format, and it commits to nothing beyond itself.
Building or rebuilding the function. This format installs what does not yet exist, meaning segmentation, processes, indicators, rhythms and tooling.
Velista holds the role and runs it, well beyond framing. Team management, indicator ownership and weekly trade-offs, until a permanent holder is hired or grows into it.
Skills transfer, without a transformation mandate. The format either trains a team on a specific subject or supports someone who has just stepped into the role.
TOOLS
Velista publishes the calculators it uses on engagements: NRR, team sizing, health score, target buying price, price image, markdown. No form and no sign-up.
See the tools →PROJECTS / VENTURES
Velista also builds its own products, starting from a problem seen in the field. Argosfire, wildfire monitoring in France, is the first.
See Argosfire →CONTACT
A retention, expansion or pricing challenge? Thirty minutes is enough to frame it and to find out whether there is something worth working on together.