/01
Retention & churn strategy
We find where and why customers leave, then focus effort on the accounts and moments that drive renewals and net revenue retention.
Customer Success for startups & scaleups
Win Customers. Keep Customers. Grow Revenue.
Raptiv provides Customer Success consulting, fractional Customer Success leadership, customer systems optimisation and leadership coaching for startups, scaleups and SaaS businesses. Based in Sydney, Australia, Raptiv works with startup and scaleup teams across Australia and the United States.
Sound familiar?
Scaling is hard when growth outpaces the customer experience.
- Growth is slowing, but the reasons are unclear
- Churn or onboarding drop-off keeps rising
- Sales, product and success teams pull in different directions
- Your CRM, tools and processes haven’t kept pace with headcount
What we deliver
Customer Success strategy, systems and leadership.
/02
Onboarding & lifecycle design
Clear onboarding, adoption and renewal journeys so customers reach value faster and stay longer.
/03
CS operations & CRM
Health scoring, playbooks, workflows and CRM set-up that let a small team serve more customers well.
/04
Leadership & expansion
Fractional leadership and coaching that builds a customer-centric team and turns happy customers into expansion revenue.
Ways to work with us
Three ways to start.
Customer Growth Review
A focused review of your retention, onboarding, customer data and CS operations, with a prioritised plan your team can act on.
Customer Success Build & Optimise
Hands-on help to build a Customer Success function from scratch, or fix the one you have: playbooks, health scoring, CRM and workflows.
Fractional Leadership & Coaching
Ongoing fractional Head of Customer Success leadership and coaching for founders and CS leaders, without a full-time executive hire.
How engagements work
Advice, implementation or ongoing leadership.
Advisory gives you a clear diagnosis and plan. Implementation means we build it with your team. Ongoing fractional leadership means we run and grow the function with you. Most clients start with a review and choose what comes next.
01 · Advisory
Review
Founder and customer interviews, data review and a candid view of what’s holding retention and growth back.
02 · Hands-on support
Implement
We work with your team to put the playbooks, systems and metrics in place, so changes stick.
03 · Ongoing fractional
Lead
Optional ongoing fractional leadership and coaching while you grow, or until you hire full-time.
Questions founders ask
Customer Success consulting, explained.
What does a fractional Head of Customer Success do?
A fractional Head of Customer Success leads your customer function part-time. They set retention and expansion goals, design onboarding and renewal processes, choose the metrics that matter, coach the team and report to the founders — the same work as a full-time leader, sized to the stage of your business.
When should a startup invest in Customer Success?
Usually once you have recurring revenue and repeat customers, and churn, slow onboarding or missed expansion start to cost real money. Many startups bring in fractional leadership before they can justify, or find, a full-time executive.
Can Raptiv help build a Customer Success function from scratch?
Yes. We define the customer journey, onboarding, health scoring, roles and playbooks, set up the supporting CRM and reporting, and help you hire and coach the first team members.
Do you help optimise existing CRM and Customer Success tools?
Yes. We review how your CRM and CS tools are configured and used, simplify workflows, improve data quality and set up the dashboards your team and board need.
Can US-based startups work with Raptiv remotely?
Yes. Raptiv is based in Sydney and works with US-based startups and scaleups remotely, scheduling sessions to suit US time zones. We do not have US offices.
How do you measure the impact of Customer Success consulting?
We agree baseline measures at the start — typically gross and net revenue retention, churn, time to value, onboarding completion, adoption and expansion — and track them through the engagement so progress is visible and owned.
Why Raptiv
Senior thinking.
Founder-level partnership.
No layers of juniors and no hype. You work directly with experienced Customer Success and CX leaders who understand the pace and pressure of a growing business. Prefer email? jyo@raptiv.com.au
1:1direct access to senior advisors.
Practical, commercially grounded advice your team can act on from week one.