Kaiser-CX Consulting

About Kaiser-CX Consulting

The companies I work with usually face the same challenge: great product, growing customer base, strong CSMs — but no consistent way to manage customers at scale. I’m a Customer Success & AI Ops Consultant helping 50–200 FTE SaaS companies move from ad-hoc customer management to scalable, predictable revenue retention and growth. I’ve spent 15+ years leading CS teams across regions, product lines, and constant organisational change. My background is not “consulting first” — it’s hands-on operating, building what teams actually need to succeed: clarity, structure, and workflows that hold up when the company grows. What I focus on: - Defining clear customer journeys - Reducing retention cost through efficient, repeatable motions - Increasing NRR with structured onboarding, adoption & renewal workflows - Implementing AI where it removes manual load and speeds up execution - Providing CS leadership on an 8-days/month basis for scale-ups that need senior ownership without a full-time hire What teams say: I make complexity simple. I build systems they can actually use. I create structure that stays — even when the org changes again. I also co-run AI Essentials with Caroline Dépierre from Pollup.ai, a hands-on program helping CS orgs adopt and implement AI progressively, not as a big bang. If you want your CS organisation to run with clarity, consistency, and measurable impact — happy to connect.