Turn Customer Success Into a Growth Engine
CX-Optim helps growing B2B SaaS companies build customer organizations that drive retention, adoption and sustainable growth.
Practical, operator-led expertise to help leaders build, lead, transform and mobilize their customer organizations.
Sound familiar?
Retention is becoming a concern
Renewals are less predictable, adoption is uneven or customer risks surface too late. You need a clearer view of what’s driving churn and a more proactive approach to addressing it.
Growth is stretching the team
Your customer base is growing, but keeping up means adding people or asking more of an already stretched team. You need the right structure, processes and digital experiences to scale effectively.
You need experienced leadership
You’re filling a leadership gap, supporting a developing leader or moving an important initiative forward. You need someone who can step in, provide direction and help the team execute.
Onboarding takes too long
Customers are taking too long to get started and see value. Handoffs, unclear ownership or inconsistent processes are slowing progress and putting relationships at risk early.
How we can help
Build & Scale
Build the team, structure and operating model for your next stage of growth. Develop leaders, clarify ownership and establish the processes and metrics needed to scale.
Strengthen Retention & Growth
Make it easier for customers to get started, find answers and achieve results. Strengthen onboarding, support and digital engagement with technology, automation and AI where they add value.
Mobilize Customers
Bring customer voices into your business and your growth strategy. Build feedback, advisory and advocacy programs that turn strong relationships into insight, references, reviews and referrals.
Modernize the Customer Experience
Help customers achieve value, recognize risk earlier and make renewals more predictable. Connect customer health, adoption and expansion through a more proactive approach.
Built Through Experience, Not Theory
CX-Optim was founded by Phil Gravel who built and led customer teams through more than a decade of growth at Prophix Software, helping the business grow from approximately $10M to more than $150M in annual recurring revenue.
As a Customer Success executive, he established the function from the ground up and developed a customer program generating more than $15M in recurring annual contract value. His leadership spanned Customer Success, Professional Services, Product Adoption, Support and Advocacy, with a global CX organization exceeding 100 people at its largest and responsibilities across approximately 2,500 customers worldwide.
CX-Optim brings that experience to companies navigating their own next stage of growth—with practical advice, hands-on execution and a focus on building stronger teams.
Ready to Build a More Strategic Customer Organization?
Whether you're scaling Customer Success, addressing retention and adoption, modernizing the customer experience or looking to mobilize your customers more effectively, let's talk about where you are and what needs to change.
