I help SaaS startups weave Customer Success into the fabric of their business, aligning every function to deliver lasting customer value and sustainable revenue growth.
Hi, I’m Arthur! With 15 years of Customer Success and Account Management team leadership experience combined at startup, scale-up, unicorn Enterprise B2B SaaS companies and digital agencies, I believe I have figured out along the way, the art of driving customer satisfaction while achieving ambitious revenue goals.
Over the years, I've survived my fair share of misaligned strategies, knowledge gaps and misconstrued perceptions of what customer success is, and those operational headaches & frustrations that can make you question your career choices. I've seen the "horrors" of customer success gone wrong - churn rates higher than I'd care to admit, constant CSM burnout, and processes that seem to have a mind of their own.
But here's what I've learned (sometimes the hard way): Customer Success isn't just the job of one team - it's a mindset that needs to be woven into every part of the organization. When everyone's rowing in the same direction, magic happens. My approach isn't about quick fixes or silver bullets - it's about helping SaaS companies embed customer success into their DNA - so every team, from product to sales to support, is set up to deliver real value to customers and drive sustainable growth.
Customer centricity is core to my approach, serving as a revenue driver while showcasing impactful business value, managing retention & adoption, and collaborating with cross-functional teams to exceed growth quotas. If you're looking for someone who's been deep in the trenches, who's walked the walk, isn't afraid to laugh at their own mistakes, and genuinely enjoys rolling up their sleeves with you to turn chaos into clarity, let's chat. I'll bring both the lessons learned and a sense of humor to the journey. You bring the coffee.
Proven strategies to drive operational efficacy, client adoption & retention, and sustainable revenue growth for SaaS startups.
Guide organizations through change management to embed customer success as a company-wide mindset and business strategy.
Build high-performance customer success teams with proven leadership strategies, hiring frameworks, and performance management systems.
End-to-end customer success team buildout; craft roles, define customer journey maps, design & execute frameworks that drive measurable business outcomes and customer satisfaction.
Generate sustainable revenue through strategic expansion, renewal optimization, and data-driven initiatives that is predictable and can scale.
Hands-on personalized coaching, formulation of best practice playbooks, proven methodologies for client relationship management and CSM career path guidance.
Advise on best-fit solutions and implement the right technology stack (CRM, customer success platforms, analytics & AI tools) for seamless data flow and actionable insights.
Identify automation opportunities, develop standard operating procedures, and train teams on implementation to increase efficiency and consistency in delivery.
Build structured feedback collection and action programs to drive continuous improvement, enhanced customer experience and advocacy for marketing purposes.
Ready to take the bold step to build true customer centricity within a fully aligned organization and drive sustainable growth?
Let's take that step together.
consult@arthurheng.com
linkedin.com/in/arthurheng