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Case studies

Three cases, and what came out of them

Three situations, what was done, what came out of it. Customers are not named.

Three cases, and what came out of them

Pricing SaaS vendor · Tier-1 retailers

Situation

No Customer Success or Account Management function.

What Velista did

I built the function from scratch: portfolio split, account follow-up processes, expansion strategy, tooling. Then I ran it internationally, with five CSMs and AMs on individual renewal and expansion quotas.

Results

  • NRR from about 90% to 120% in five years.
  • ARR multiplied by ten over the same period.
Tier-1 sports retailer · an at-risk account

Situation

The customer changes its commercial policy. Margin drops out of its priorities, although it represented 90% of the contract.

What Velista did

Defending the old scope was going nowhere. I started again from its new problems.

Results

  • Three cross-sells: alignment with competitor prices, analysis of promotion relevance, an RFP won to build its in-house pricing tool.
  • One upsell on an e-commerce test outside the initial scope.
E-commerce scale-up · three European markets

Situation

A Customer Success team spread across France, Spain and the United Kingdom, confined to reactive work.

What Velista did

More than fifteen people to lead, and common processes to install without flattening what had to stay local. The team tripled, onboarding time was halved, and it moved to a model steered by retention and expansion.

Results

  • Expansion revenue ×10.
  • NPS +20 points.

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