Björn Stamm

I am helping B2B SaaS and subscription companies (Series A–C, $5M–$50M ARR) turn Customer Success into a revenue engine—without the overhead of a full-time executive. I work with founders, CROs, and CS leaders to scale Customer Success intentionally—designing operating models, driving cross-functional alignment, and unlocking expansion and retention through structure, not heroics. I’ve led managers and teams of 5 to 50 across five functions — Customer Success, Account Management and Consulting and I’ve worked with cloud pioneers in the multi-billion ARR range—like Salesforce and MuleSoft—to growth-stage startups in Series A and B navigating their first $10M–$50M in ARR. Here’s what clients say: “Working with Björn [...] has been truly transformative for our GTM motion and our Customer Ssuccess operations. Björn’s expertise and strategic approach have helped us refine our operating model, leading to tangible improvements in customer satisfaction and retention. I highly recommend Björn to any organization looking to elevate their GTM strategy and enhance overall Customer Success.” Here's what I can help you do: ✔ Evolve from generalists to a focused, scalable CS engine ✔ Drive expansion through targeted cross-sell and upsell motions ✔ Shift CS from reactive support to proactive growth delivery ✔ Re-segment your base to focus on accounts that move the needle ✔ Build an account management layer that actually drives revenue ✔ Design repeatable plays for renewal, expansion, and advocacy ✔ Align Sales, CS, and Product around one unified customer journey Not sure where to start? Let's talk if ➡️ you don't know whether there is an issue at all (that's common and a great start) ➡️ your customer motion feels improvised or misaligned ➡️ churn is erratic and feels out of control ➡️ expansion is opportunistic and inconsistent ➡️ the team is stretched and cost-to-serve is creeping up 📅 Book a discovery call: https://cal.com/bjoernstamm/30min

- Introduced tiered CS operating model to support complex GTM motion (multi-product, regions, tiers, etc.) - Aligned customer-oriented roles for clarity on success and commercial accountabilities - Introduced operational excellence and rigor on retention with customer health framework, renewal forecasting and execution - Transitioned Customer Success team into Account Management, supporting tiered engagement models with scalable playbooks. - Drove recruitment and onboarding of new Account Management leadership - Introduced CS-tech in Salesforce and Planhat to enable insight-driven execution

- Reviewed of Customer Success Strategy, led Account Management and CS Strategy redesign Defi ned a post-sales strategy for Account Management, aligned roles and metrics, and coached leadership on execution - Installed foundational processes for consistent engagement and churn mitigation - Introduced data-driven dashboards to track performance and elevate decision-making agility - Reduced operational friction and improved customer value delivery at scale

- Served as a strategic advisor and sparring partner to executive team to validate their post-sales approach - Advised critical components and roadmap for scalable CS model—segmentation, coverage, playbooks, value delivery motions

Tractable (Series D, ~$15M ARR; ~80 Employees), London | Apr 2022 – Apr 2023) Led the EMEA CS team (2nd-line, 8 reports) through a shift from a reactive to programmatic and commercial post-sales motion and targeted CS engagements within global insurers’ claims operations. - Doubled cross- and up-sell expansion pipeline by launching a programmatic playbook for scalable account growth. - Advised global insurers on integrating AI into claims workfl ows—driving adoption, change management, and measurable process improvement. - Achieved 100%+ Gross Dollar Retention

Market leading strategy and IT consulting company. * Held key design, development and testing staff and team lead positions in large-scale complex software programs at Capital Markets, Banking and Insurance customers. * Continuously exceeded expectations, promoted from Analyst to Consultant, then to Manager level in 18 months.

* Built custom ERP system for wine wholesaler * Developed data management platform for university lab * Built sales commission software for car dealership