Consultancy · Scaling Customer Success
Your customer base has grown. Your team has changed. The business has become more complex. But the processes, metrics and operating model that got you here weren't designed for where you're going.
What worked before is starting to create friction.
Kent & Co helps SaaS businesses understand what's no longer working, identify what needs to change and design a Customer Success function fit for the next stage of growth.
Sound familiar?
More customers, more complexity and more competing priorities. The answer isn't always another CSM — it might be segmentation, coverage, capacity or a better division of responsibilities.
Different teams work differently. Customer handovers are inconsistent. Processes have accumulated over time without a coherent operating model.
Activity is measured, dashboards are full, but leadership still struggles to understand what's driving churn, where expansion is possible and whether CS is delivering commercial value.
New products, markets, customer segments or growth targets are exposing weaknesses in the existing model. What worked at the previous stage may not work at the next.
How Kent & Co helps
Assess the current operating model, maturity, customer journey, metrics and constraints.
Identify the most important gaps and prioritise improvements to the operating model, measures, processes and capacity.
Develop practical recommendations, clear ownership and a roadmap the business can execute.
The Kent & Co Maturity Model
Net Revenue Retention is what your existing customers are worth a year from now, before a single new sale. Below 100%, the base shrinks. Above it, the base grows on its own. Maturity is what moves the number.
+1 point of NRR on R50m ARR
Illustrative. Existing customer base only, NRR held constant at 101% against 100%.
Stage 3
Customer objectives and outcomes are defined. Journeys are segmented and retention is a shared goal.
| Stage | NRR | Monthly churn |
|---|---|---|
| Foundational | 80–90% | 5–10% |
| Defined | 90–100% | 3–6% |
| Outcome-led | 100–110% | 2–4% |
| Signal-driven | 110–120% | 1–3% |
| Strategic | 120%+ | <1% |
Work with Kent & Co
Whether you need a second opinion on one decision, a structured view of the whole operating model or a partner alongside you as the business grows, there are a few ways we can work together.
Start with a conversation
Tell us what has changed in the business and where the friction is showing. We'll explore what's no longer working and whether Kent & Co is the right fit.
No obligation. No hard sell.
One problem. A fresh perspective. A clear next step.
R1,50090 minutes
Bring a specific challenge involving retention, churn, customer outcomes, operating models, KPIs or team effectiveness. We'll work through the problem and identify the decisions that matter.
What you get:
Understand where your Customer Success function stands — and what needs to change next.
R5,000Fixed fee
A structured review of your current approach to customer outcomes, lifecycle management, operations, data and commercial performance.
What you get:
Designed for founders and CS leaders who need clarity before investing in change.
Make better Customer Success decisions with an experienced operator in your corner.
From R6,000per month
Ongoing one-to-one advisory for founders and CS leaders who want to strengthen their strategy, improve their operating model and connect customer progress to commercial performance.
What you get:
Monthly advisory is scoped to your needs, with no implementation agency or outsourced CS team attached.
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.
Building your team's skills as well? See Practising CS →
Get in touch
One problem, understood, is enough to start. We'll reply within two working days.
No long brief needed. Tell us what's happening and we'll take it from there.
Fill out the form and we'll get back to you.