About Kent & Co
Customer Success. Operations. Finance. One perspective.
That's where I come in.
Book a free 30-minute consultationI'm Mitchell Roberts, founder of Kent & Co. For the past decade, I've worked across Customer Success, Customer Operations and corporate finance — understanding what drives business performance, from the numbers on a spreadsheet to the experience of the customer.
Finance taught me to question the numbers. Operations taught me to look beyond them.
Because when customer outcomes fall short, the problem isn't always in Customer Success. It might be the process, the product, the operating model or the way success is measured.
I bring those perspectives together to help SaaS businesses understand what's working, identify what needs to change and design a better way forward.
Better customer outcomes don't happen by accident. They're designed.
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.
- Net Revenue Retention from 86% to 105%, an all-time high
- Average onboarding time cut from 196 days to 43
- Monthly transaction volume nearly doubled on the same customer base
Why Kent & Co exists
Customer Success should create value for the customer and the business.
Customer Success is often reduced to a set of activities, metrics and customer relationships. But doing more doesn't necessarily mean achieving more.
The real challenge is connecting what teams do to what customers achieve, and understanding how that progress contributes to the business.
That requires more than good relationships. It requires clear objectives, deliberate processes, meaningful measures and an operating model designed to work.
- Sales
- Onboarding
- Product
- Support
- Customer Success
- Leadership
Processes, leaders and product changes pull each function in its own direction.
Kent & Co helps SaaS businesses bring those elements together.
From customer activity to measurable impact.
The perspective behind the work
Finance taught me to ask what the numbers mean. Operations taught me what changes them.
My career has taken me from corporate finance and valuation into professional services, implementation and Customer Success leadership.
Nov 2017 – Mar 2019
Associate, Mergers & Acquisitions
Boutique corporate finance firm · South Africa
Mar 2019 – Oct 2021
Solutions Consultant
Property and asset-management SaaS · EMEA
Oct 2021 – Mar 2023
Head of Implementation
Hotel-tech SaaS · Netherlands
Mar 2023 – Dec 2023
Head of Customer Success
Freelance workforce-management SaaS · Amsterdam
Aug 2024 – Apr 2026
Divisional Owner: Customer Success
School-management EdTech SaaS · Stellenbosch
BCom Financial Management
How I approach the work
Understand before recommending.
Every business has its own customers, constraints and commercial realities. Good advice starts with understanding them.
Measure the current state
Establish what is happening before deciding what should change.
Identify the real problem
Separate symptoms from causes and focus on the issues that matter most.
Connect decisions to outcomes
Make clear how proposed changes should affect customer progress, operational performance and commercial results.
Design for execution
Develop practical frameworks, priorities and recommendations that the people responsible can actually use.
Explain the why
People need to understand the problem and the reasoning behind a change, not simply be handed another process to follow.
Free 30-minute consultation
Let's work through the problem.
You might be building Customer Success for the first time, trying to scale an established team or working out why your current approach isn't delivering what the business needs. You don't need to have the answer before we talk. Start with a conversation about where you are, what's getting in the way and what you'd like to change.
What happens next
No long brief needed. Tell us what's happening and we'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 we'll get back to you.