From Chaos to Clarity

Company Profile

Scaling Through Operational Friction

A fast-growing $10M+ ARR startup delivering specialized accounting and back-office support to property management companies across the United States. Fast growth outpaced internal processes, creating fragmented client records and hidden account churn risks.

Following a recent workforce restructuring (RIF), account teams struggled to meet client deliverables amidst missing information and manual status tracking. Account managers spent hours hunting data rather than proactively driving client retention.

Unmanaged Escalations

Overwhelmed CS Team

Inconsistent Customer Experience

Notes were scattered across Slack, spreadsheets, and former employees' hard drives.

The CS team of 11 was at full capacity, juggling 15–20 clients each, with no clear task ownership or R&Rs.

Leading to churn, missed handoffs, and ballooning concessions ($60K+/mo).

High CS Costs

Lack of Visibility

CS payroll represented 15% of ARR.

No CSAT, No NPS, No escalation data, No source of truth, no accountability.

We transformed unstructured account handoffs and reactive workflows into a predictable, data-backed execution machine.

HubSpot Workflow Engine

Escalation SOP & Kanban Board

AI-Powered Coaching

Built a full workflow engine in HubSpot with key processes automated for maximum visibility and operational consistency.

Launched a company-wide Escalation SOP featuring Kanban tracking, RCA root-cause analysis, and strictly defined SLAs.

Deployed AI-powered coaching frameworks for 1:1s, improving rep performance from 65% to 95% in just 4 weeks.

MBR & QBR Frameworks

ICP & Red Flags List

Role Alignment & Automation

Introduced structured Monthly and Quarterly Business Review cadence frameworks to drive proactive account retention.

Created Ideal Client Profile and Red Flags criteria to safeguard account alignment and ensure proper client fit from day 1.

Realigned team roles and responsibilities while fully automating recurring operational tasks and account reminders. Tripling CSM capacity - 20 to each now handling 65+ clients

Logo Churn

Monthly Concessions

↓ 62.8%

Before: 6.45% → After: 2.40%

↓ 90.0%

Before: $62,908 → After: $4,666

Time-to-Value

CS Payroll

↓ 78.8%

Before: 160+ days → After: 34 days

↓ 66.7%

Before: 15% of ARR → After: 5% of ARR

Days Past Due

CSAT Score

↓ 57.4%

Before: 37 → After: 16

↑ 18.1%

Before: 7.55 → After: 8.92

MRR Retention

(Retained Clients that were on Notice)

LTV Growth

+ Signal control

Before: Untracked → After: 69.4%

↑ Stronger accounts

Before: Not tracked → After: +9.61% avg

CSM Capacity

CSM Performance

3x Efficiency

Before: 15–20 clients → After: 65+ clients

↑ AI Coaching

Before: 65% → After: 95%

Schedule a 30-minute retention audit with Verityx CS experts to protect recurring revenue and scale capacity.