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A global leader in enterprise technology and networking faced the challenge of scaling its Customer Success (CX) operations across multiple regions while maintaining consistency, service quality, and measurable business impact. Rapid growth in enterprise software agreements, increasing portfolio complexity, and pressure to accelerate adoption, renewals, and expansion required a more mature, standardized, and scalable operating model.
From our perspective, the challenge was structural rather than tactical. Customer Success activities were fragmented and difficult to scale, with limited integration between adoption, lifecycle management, and commercial outcomes. The client required a partner capable of combining Customer Success leadership, license governance, compliance, and operational scale, while enabling predictable growth and long-term trust across customers and partners.
We assumed end-to-end responsibility for leadership, business development, and operational management of Advanced Customer Success Services, applying a combination of Customer Success expertise, License Management & Compliance, and IP & IT consultancy. The solution was built on the following capabilities:
• Customer Success (Growth Engine & High-Scale / Tech-Touch Services) We designed and operated a managed Customer Success model covering the full customer lifecycle, including success planning, adoption programs, risk identification, and renewal growth. This enabled consistent execution across large enterprises, commercial customers, service providers, and the public sector.
• License Management & Compliance Enterprise Agreement activation and adoption were embedded as core Customer Success services, supported by licensing optimization, license management, and audit-ready compliance. This ensured customers unlocked full value from their technology investments while maintaining non-adversarial, trust-based compliance.
• Business Acceleration & Installed Base Intelligence Advanced analytics, tooling, and data correlation were deployed to provide a 360° customer view, supporting “last-mile” opportunities for sales and customers. Clear, sales-ready value propositions were developed to translate complex offerings into actionable growth initiatives.
• Customer Success in Partner Ecosystems We successfully negotiated and led a joint venture that secured a major managed-services RFP, enabling large-scale delivery across North America and Latin America. This positioned Customer Success as a shared growth engine within the partner ecosystem.
• IP & IT Consultancy and Contractual Baseline Our expertise in IT contracts, software licensing, and IT asset management ensured that services were contract-aligned, scalable, and compliant, supporting long-term operational sustainability.
• Global Delivery Model A high-scale delivery framework was established through nearshore Centers of Excellence, enabling consistent quality, efficiency, and rapid expansion across regions.
The engagement positioned us as a strategic partner for global Customer Success execution and innovation. Key outcomes included:
• A scalable and repeatable managed Customer Success model deployed across multiple regions.
• Significant expansion of high-value Customer Success and License Management services.
• Improved adoption, retention, and expansion across enterprise customer segments.
• Strong alignment between Customer Success, Sales, and Compliance functions.
• A robust growth pipeline, enabling the new strategic division to contribute up to 60% of global revenue within a defined growth horizon.
• A solid foundation for continuous innovation and future service incubation.
