Elevate Customer Success published an article exploring when to hire a first Customer Success leader for growing SaaS businesses.

Elevate CS is a Customer Success agency helping B2B SaaS companies reduce churn, improve customer retention and drive sustainable growth. Founded by Customer Success leader Victoria Hamblin, Elevate CS combines over 25 years of technology experience with more than a decade of Customer Success leadership across SaaS businesses spanning eCommerce, FinTech, MarTech and Cybersecurity. We work with SaaS founders, CEOs and Customer Success leaders who want to strengthen retention, improve Net Revenue Retention (NRR), build scalable Customer Success functions and create more value for their customers. Our approach is practical, honest and collaborative. We focus on the areas that deliver the greatest commercial impact, whether that's reducing churn, improving customer journeys, building Customer Success strategy, developing teams, or exploring how AI can help Customer Success teams work smarter. At Elevate CS, we believe great Customer Success is built on the right combination of people, processes and technology. When those foundations are in place, Customer Success becomes a genuine driver of retention, expansion and long-term business growth. Reduce Churn. Drive NRR. Scale Customer Success. Services include: • Customer Success Audits & Assessments • Churn Reduction & Retention Strategy • NRR Growth Initiatives • Customer Success Leadership & Advisory • Health Scores & Customer Insights • Customer Journey Design • Customer Success Team Development • AI Strategy for Customer Success

Founded 2026