CUSTOMER COMMUNICATION & CS CONSULTING FOR B2B SAAS FOUNDERS | CLIENT CONNECTION
Your customers are telling you something. Are you set up to hear them?
WHO WE SERVE
We meet you at your stage
Our work is structured around where you actually are; whether that's building from scratch, scaling fast, or managing a team on the frontline every day.
“Use this space to share reviews from customers about the products or services offered.”
Founder-led, handling support yourself, figuring out what your customers actually need. The priority is getting the basics right before bad habits set in.
Best starting points: Brand Voice Workshop · Onboarding Email Audit · Founder CS Retainer
Stage 1–2: Pre-launch to Early Traction
Revenue is growing but churn is becoming visible. You need processes, playbooks and a communication infrastructure that scales without you.
Best starting points: Onboarding That Converts · Churn Diagnostic Audit · Build the Function Retainer
Stage 2–3: Product–Market Fit
You're building a CS team, investors are asking for retention numbers, and the stakes are higher. You need an investor-grade CS function — fast.
Best starting points: Churn Recovery Sprint · Pre-Series A CS Audit · Series A Prep Retainer
Stage 3–4: Scale to Series A
You're in the trenches every day handling the queue, coaching agents, managing escalations. We work with CS leads and managers to sharpen team communication, reduce inconsistency and build playbooks your agents can actually use.
Best starting points: Brand Voice Workshop · Response Quality Audit · CS Playbook Build
CS Managers & Frontline Teams
We partner with accelerator programmes to deliver CS training to cohorts of founders. One engagement, multiple companies — delivered per company or as a group session.
Best starting points: Any workshop programme · Cohort Churn Diagnostic Audit
Accelerators & Incubators
SERVICES
One partner, two areas of expertise
Sharper communication, a stronger support function, or both — taken on their own or combined into a programme that fits your business.
01
Build CS capability that sticks.
WORKSHOPS
Structured learning programmes for founders and their teams — covering brand voice, onboarding, communication principles and customer calls. Delivered per company or as a cohort.
4 programmes available
01
Build CS capability that sticks.
WORKSHOPS
Structured learning programmes for founders and their teams — covering brand voice, onboarding, communication principles and customer calls. Delivered per company or as a cohort.
01
WORKSHOPS
01
Build CS capability that sticks.
Build CS capability that sticks.
WORKSHOPS
Structured learning programmes for founders and their teams — covering brand voice, onboarding, communication principles and customer calls. Delivered per company or as a cohort.
Structured learning programmes for founders and their teams — covering brand voice, onboarding, communication principles and customer calls. Delivered per company or as a cohort.
02
See what your customers actually experience.
AUDITS
Deep reviews of your customer-facing writing — onboarding emails, support responses and churn touch points — with a scored checklist report, prioritised recommendations and a debrief call.
6 audit types · from £650
03
RETAINERS
Ongoing support, matched to your stage.
Monthly consulting retainers that provide strategic CS thinking, process building, coaching and accountability. From your first 10 customers on...
5 retainer tracks · from £750/month
04
AI TOOLS
CS infrastructure that works without you
Practical AI-powered systems built on free platforms — brand voice assistants, customer health dashboards, churn alert systems and onboarding automations — set up once, running always.
5 tools available · from £400 setup
RESOURCES
Books & Templates
Practical guides and ready-to-use templates to put clearer communication into practice today.
The Compounding Customer
Cust Success: How retention & expansion compound into growth that gets cheaper & stronger every year.
Say It Plainly
A plain-language guide to writing to customers like a human being: clear, warm, and free of corporate waffle.
OUR STORY
From remote teams to client connection
We didn't start as a communication company — we grew into one. Every stage still lives in the work we do today.
02
THEN
Support & success departments
That took us into customer support and success: creating departments, auditing existing ones, and implementing solutions that worked.
01
WHERE WE BEGAN
Leading remote teams
We began by managing remote work and remote teams and learned that communication is what makes a distributed team thrive or fall apart.
03
TODAY
Client Connection
Today our focus is client communication — while still delivering the full support and success work we always have.
CONTACT
Whether you want to talk about a workshop, a full support function review, or you're just not sure where to start — send a message and we'll figure out what fits.
Working with businesses across the UK, US, Canada, and worldwide.
Ready to build a CS function that works?
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