Advisory session
One problem. A fresh perspective. A clear next step.
R1,50090 minutes
What you get:
- A focused 90-minute session
- Direct, practical advice
- Clear recommendations and next steps
Customer success advisory · Cape Town and remote
Everyone can build software.
Great customer success is the moat.
I help SaaS founders and CS leaders stop revenue leaking from the customers they already have, and grow it.
Results I've delivered in-house
105%
Net Revenue Retention
from 86%
43 days
Average onboarding time
from 196
≈ 2×
Monthly transaction volume
The problem
Most CS functions are patched together as the company grows. I design yours on purpose.
New hires, new tools and new processes get added as problems appear. Nobody designs the whole.
I map how customers really move through onboarding, adoption and renewal, find where revenue leaks, and design the operating model to fix it.
New customersOnboardAdoptRenewUpsellCross-sellLost to churn 10%CS team of four · 25 accounts each
R10m of ARR, one year on
R9.8m
NRR 98% · Shrinking
Accounts per CSM25
Fix the leak before you pour more in.
Illustrative model: 100 customers at R100k each, starting from the median smaller SaaS business (10% lost, 8% won back; SaaS Capital, 2025).
What makes this different
You work with an operator who has done it, not a consultant who has advised on it.
I've run customer success from the inside: built the teams, owned the number and answered for it to the CEO. I started in corporate finance, so every recommendation comes with a price on it. You leave with decisions made and a system running.
Built by an operator
Mitchell Roberts
Founder, Kent & Co · Customer success · Operations · Finance
Mitchell started in corporate finance, then spent the years since running customer success from the inside. He looks at retention the way a CFO does: what it costs, what it earns, and what has to change in the operation to move it.
- Divisional Owner: Customer Success
- Head of Customer Success
- Head of Implementation
- Solutions Consultant
- Associate, Mergers & Acquisitions
Who it's for
Wherever your Customer Success sits today, there's a place to start.
For founders & early teams
Building CS
Customers looked after by the founder, sales or support? Put the first Customer Success foundations in place, with clear ownership and outcomes.
Explore Building CS
For growing CS functionsScaling CS
Your CS team works, but the model is creaking. Find what you've outgrown and redesign it for the next stage of growth.
Explore Scaling CS
For CSMs & CS managersPractising CS
Get sharper at the craft through one-to-one mentoring or a hands-on workshop for your team.
Explore Practising CS
Work with Kent & Co
Good Customer Success starts with understanding what needs to change.
Whether you're establishing your first CS function, improving an existing team or developing your own practice, there are a few ways to work with me.
Start with a conversation
30-minute discovery consultation
Tell me about your business, your customers and the challenges you're facing. I'll tell you where I can help and whether I'm the right fit.
No obligation. No hard sell.
CS diagnostic
See where your Customer Success function stands and what to fix first.
R5,000Fixed fee
What you get:
- Assessment against the Kent & Co maturity model
- Identification of key gaps and opportunities
- Prioritised recommendations
- A practical roadmap for what to address next
Ongoing advisory
Make better Customer Success decisions with an experienced operator in your corner.
From R6,000per month
What you get:
- Two 60-minute advisory sessions per month
- Prioritisation and guidance between sessions
- Progress reviews against agreed objectives
- A defined scope and monthly commitment
All prices are introductory launch prices in South African rand, with no VAT added. Scope and availability are confirmed before any engagement. Paid sessions need 24 hours' notice to cancel or reschedule; see the booking terms.
Get in touch
Tell me where your customer base stands today.
Bring one problem. That's enough to start. I'll reply within two working days.
What happens next
No long brief needed. Tell me what's happening and I'll take it from there.
- A reply within two working days
- Start with a free 30-minute consultation
- Based in Cape Town, South Africa
Send a message
Fill out the form and I'll get back to you.