St John, CEO, Perlon AI
We help founders step back from daily customer success work
Customer Success at early stage startups usually begins with the founders until it's taking up so much time that an initial junior hire is made. But that leaves the founder still heavily involved and a junior CSM out of their depth and struggling to service far too many customers.
CustomARR comes in to ensure founders can step back from daily CS work and CSMs can actually handle the function in a proactive way that increases NRR. And takes away the firefighting that has become a normality.
We combine high level strategy with hands on implementation. Understanding your business, understanding your current customer success process and then implementing practical automations and systems to give your team back time, supporting them to increase NRR and reduce churn.
During our 90 day programme, we work closely with your team to make sure we deliver a scalable system for your customer success team so that the manual work is already taken care of with AI automations. Meaning they can focus on proactive, high value work that brings value to customers and generates additional revenue for the business.
Ultimately increasing NRR far above 100% and reducing churn to make customer upsells a massive driver for your continued growth.
Why this matters
50% of customer success teams at under $5m in revenue are either not using AI or are still in an exploratory stage.*
And yet 67% say expansion is their top goal for 2026.
These two facts are not compatible in 2026. Customer Success teams handle too many customers for their role to be fully manual and still have the time to proactively lead expansion conversations and deliver the value that drives that growth.
Therefore AI, automations and good systems are essential to free up time for CS teams and allow them to spend time driving that value proactively and delivering NRR uplift.
*ChurnZero's 2025 Customer Revenue Leadership Study
What We Do:
We work directly with your team and carry out the operational work required to turn Customer Success from reactive to proactive. That includes:
Implementing custom automations to eliminate manual CS tasks
Building scalable processes and documentation your team can actually use
Creating onboarding, QBR, and renewal playbooks
Setting up health scoring, risk tracking, and churn prevention workflows
Designing repeatable systems future hires can plug into immediately
We don’t advise from the sidelines. We build the foundations your CS function has been missing.
Who We Work With:
We partner with UK based B2B SaaS companies at £500k to £3m ARR who sell to enterprise customers and still have a founder heavily involved in Customer Success.
These founders choose us when they want to:
Increase NRR and reduce churn
Stop being the default CSM
Systemise CS before hiring their first CS lead or to help their current CSM
Prepare for scale, fundraising, or an upcoming exit
If you’re growing fast but CS still feels reactive, manual, or founder dependent - this is built for you.
90 Days to a Proactive, Scalable CS Function
Our engagement is structured, hands-on, and designed to remove operational stress from your team. We take ownership of the entire transformation so you see impact quickly and leave with a Customer Success function that can scale long after the 90 days are over.
Days 1 to 14 - Diagnose, Prioritise, Deliver Quick Wins
We run a full CS audit across your customers, workflows and tools so that we can identify gaps, and immediately implement meaningful quick win automations. You receive a clear implementation action plan and benefit from a risk free 14 day period where you can step away if you don’t see value.
Outcomes:
A complete diagnosis, immediate improvements live with customers, and a clear roadmap.
Days 15 to 60 - Build the Core Systems and Automation
We design and launch the systems that make CS proactive and predictable. This includes automated workflows, onboarding and QBR processes, enterprise ready renewal playbooks, health scoring, churn risk tracking, and documentation your team can use from day one.
Outcomes:
A fully operational CS infrastructure with real automations running, clear playbooks, and scalable processes.
Days 61 to 90 - Implement, Train, and Optimise for Expansion
We embed everything into your workflow, train your team, and ensure the new processes become part of daily operations. We monitor retention, track how the process stabilises high risk accounts, and make sure the founder is no longer the bottleneck in CS.
Outcomes:
A confident team, predictable CS operations, reduced churn risk, and a CS function ready for scale, funding, or a future CS hire.
FAQs
How hands-on are you?
How much of my time will this take?
What results should I expect within 90 days?
Do you work with any CS tools, or do I need to buy new software?
What if we want to hire a CS lead later?
Are you suitable for small teams or founder-led CS?
Will you work with our customers directly?
What makes your approach different from hiring a CSM or CS consultant?
Can we continue working together after the 90 days?
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