Win over your customers. Reduce churn. And grow your bottom line.

SaaS customer success Consulting

You want effective.

Welcome to Customer Centric Consulting

Happy customers stand as your business's most valuable asset.

Are you prioritizing them?

Adoption rates that make your accounts grin.

Clear strategies that feel good to implement across teams.

You want holistic.

You want success.

Hit your customer goals out of the park.

Customer centricity isn’t optional. It’s a necessity.

Without it, businesses face customer churn, poor adoption rates, and internal frustration.

Striving for customer centric experiences across every stage of the journey might seem daunting. Yet, with the right mindset and structured processes, achieving this becomes the blueprint for scalable success.

That’s where I come in.

14x

The probability of selling to an existing happy customer vs a new customer.
(Groove)

5-25x

It's 5 to 25 times more expensive to acquire a new customer than it is to retain an existing one.
(HBR)

90%

Focusing on retention 
strategies experience a 90% renewal rate compared to average of 78%. (SS)

Custom tailored solutions to meet your organizations precise needs.

Areas of expertise

Wondering what consulting looks like? While every SaaS partnership is unique, my focus often revolves around customizing solutions in these typical areas. However, the project scope isn't confined to these examples—I’m open to exploring and working on various other aspects tailored to your specific needs.

Streamline the Sales to CS transition for an impeccable customer kickoff.

Seamless Handoff

Your customer's first 90 days is most critical. Develop a tailored program to set the foundation of long term retention.

Initial Onboarding

Boost customer engagement using data-driven strategies tailored to unique customer needs and insights.

Customer Engagement

Create tailored plans to secure customer expansions and renewals and foster loyalty.

Expansion + renewal

Develop a program to turn satisfied customers into advocates, improve brand reputation and attract new customers.

Advocacy

Uncover invaluable insights to shape strategic, customer-centric decisions.

Voice of customer

Meet your consultant

Hey there!
I’m Shruti Sharma.

With over two decades of expertise, I’m dedicated to enhancing post-sales efficiency, boosting client engagement, and transforming your clients into champions.

Recognized as a top 25 Creative Customer Success Leader by EverAfter, I lead my consulting business to ensure sustained high customer engagement, satisfaction, and retention for early to mid-stage SaaS companies.

The Consulting Process

How it works

LET’S CONNECT

Schedule a laid-back exploration call. We’ll dive into your unique needs and challenges.

TAILORED PROPOSAL

Receive a customized proposal presented with a proposed timeline!

Align + Polish

Together we will finalize the scope to fit your unique needs and finalize your customer-centric plan.

LET THE FUN BEGIN

Pop the confetti – we're officially working together! Step into support and begin implementing solutions.

Values Drive Our Working Relationships

Embracing a curious mindset and asking thoughtful questions enables us to deeply engage with goals and make innovative decisions.

Intellectual Curiosity

Invested Collaboration

Your trust in me isn't just a gesture; it's the catalyst for transformative results. Your investment in this partnership paves the way for unparalleled outcomes.

Empathetic Agility

I believe in empathetic strategies, harmonizing business goals with customer needs, and embracing adaptability in a dynamically driven approach ideal for customer-centric cultures.

“Her help with customer success strategy was a game changer for our business. ”

Jonathan C.
Founder, Markit Social

“We’ve had three big ideas at Amazon that we’ve stuck with for 18 years, and they’re the reason we’re successful: Put the customer first. Invent. And be patient.”

-Jeff Bezos

FAQs

  • Many engagements tend to be 3+ months, but it highly depends on the project scope and the client’s time commitment. This is usually a discussion during our initial discovery call.

  • If you're looking for assistance or information within the realm of SaaS organizations, I'm here to help with that and more!

  • My collaboration style thrives on active engagement and inquiry. I believe in fostering a culture of involvement, leveraging the power of insightful questions to gather information from both clients and customers. I value teams that are fully invested and engaged in the consulting process, working together towards shared goals and leveraging collective expertise to drive impactful outcomes.

  • It’s never too early to invest in your business’s post-sale experience.

    The earlier you think about your customers and their success journey, the better equipped you'll be to build a strong foundation for long-term growth.

    Signs that indicate readiness for investing in customer success strategies include a growing customer base, an increased need for retention and loyalty, and a desire to enhance overall customer satisfaction.

Let’s elevate your SaaS game for unbeatable customer retention through post-sale strategies.

It’s time to turn your customers into champions.