SaaS Customer Success BPO Reduces Churn by 26%
Outsourced customer success operations for a B2B SaaS company — handling onboarding, QBRs, health scoring, and at-risk account intervention.
The Challenge
A B2B SaaS company with a ₹28Cr ARR SMB segment was experiencing 24% annual churn — largely driven by poor onboarding outcomes, low product adoption in months 2-3, and absence of proactive health monitoring. The internal CS team of 4 was overwhelmed managing 480 accounts.
Our Approach
Deployed 12 Ayuda Customer Success Managers embedded in the client's Slack, CRM, and product analytics platform.
Built a health scoring model using product usage data, support ticket frequency, NPS scores, and contract value — updated weekly.
Implemented structured onboarding programme: 5 touchpoints in 30 days, custom use-case playbook, and first-value milestone tracking.
Launched at-risk intervention protocol: accounts dropping below health score threshold trigger same-week call with CSM and product specialist.
Quarterly Business Reviews for Top 100 accounts — prepared and hosted by Ayuda CSMs in partnership with client's sales team.
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