Churn Cut. Revenue Won. How SFE Advisors Made It Happen.


Client Overview A global talent marketplace sought to expand its footprint in the small business segment. Amid rising competition and declining e-commerce activity, the organization needed a new approach to customer retention and post-sale engagement.

SFE Advisors partnered with the team to design smarter customer success operations, build strong systems of execution, and deliver measurable business outcomes.

⚙️ Design Smart: Modernizing CS Ops to Fight Churn and Enable Expansion

The client was struggling with:

  • High churn in the SMB customer segment
  • Fragmented post-sale processes
  • Reactive sales engagement

Sales reps managed thousands of accounts with no scalable way to track health, usage, or risk. Post-sale follow-up was inconsistent and insight from a detailed churn model wasn’t actionable.

SFE Advisors stepped in to redesign the operational approach, aligning process, technology, and teams around proactive customer success.

Key Steps:

  • Conducted a deep-dive assessment of onboarding and lifecycle engagement
  • Introduced behavioral segmentation to group customers by value and risk
  • Identified gaps in sales rep productivity and account visibility

🛠️ Build Strong: Operationalizing with Automation and Actionable Data

With SFE’s guidance, the client implemented a customer success platform (CSP) that connected siloed systems (Salesforce, internal CRMs, service tools) and automated repetitive tasks. This enabled reps to act faster and smarter.

Solutions Implemented:

  • Automated SuccessPlays to surface high-priority accounts based on inventory consumption and risk indicators
  • Lifecycle playbooks that guided onboarding, training, health checks, and business reviews
  • Dashboards that eliminated manual Excel reports and centralized customer data


Immediate Results:

  • Recovered $161K in 2 weeks via low-inventory outreach play
  • Reduced 40+ hours of manual email outreach for sales reps by implementing automation, allowing them to focus on high-value revenue-generating activities.

📈 Deliver Results: Driving Revenue, Retention, and Rep Productivity

Within 12 months they achieved:

  • +20pts in YoY retention
  • $1.5M in revenue retained through improved engagement
  • 2M+ targeted emails deployed per month via automated campaigns generating $350K in win back revenue.
  • 90% process adoption rate by internal team of 200+ account executives and CSMs
  • 50+ hours saved per week in email execution alone


This transformation allowed the client to:

  • Boost sales team morale and focus
  • Expand CS operations and automated post sales processes to additional business units
  • Standardize onboarding and engagement across teams

“SFE helped us shift from chasing data to executing on insight. Our reps are finally free to focus on delivering real customer outcomes.”

Let’s Build Your Customer Success Edge
If you’re scaling your post-sale motion or looking to operationalize retention and growth, SFE Advisors can help.
Get Started Today!

*Client name withheld for confidentiality.

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