Hello.
I’m Craig Blum. For the last 15 years, I’ve been leading customer success, onboarding, renewals, and post-sales teams inside SaaS companies.
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I’ve worked across the spectrum—from early-stage startups to companies north of $150M in ARR. Along the way, I’ve built CS teams from the ground up, led global organizations, and helped founders and leadership teams clean up the post-sales side of the house so they could scale confidently.
I’ve also been in the trenches when things weren’t going well. I know what it’s like when churn catches you by surprise, when customer outcomes aren’t clearly defined, or when your post-sales team is spread too thin and running reactive instead of proactive. I’ve worked through all of it and built systems to fix it.
That’s why I started Customer Success Audit.
This isn’t about theory or frameworks from a consulting deck. It’s about giving SaaS leaders a real, honest look at how their post-sales operation is actually working today, where the risks are, and what to do next.
How I Think About Customer Success
Customer success isn’t about checking in or running a QBR because the calendar says it’s time. It’s about helping customers get measurable results from your product, and tying that success directly to your company’s retention and expansion goals.
Retention doesn’t just happen because customers like you. It happens when you’ve built a post-sales experience that is consistent, proactive, and aligned with the promises you made during the sales cycle.
Most SaaS teams don’t need a giant consulting project to figure that out.
They need someone to come in, listen, talk to customers and the team, and then lay out a plan that’s actionable.
That’s the goal of this audit.
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Why Work With Me
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I’ve led post-sales organizations supporting everything from small startups to Fortune 500 companies. I’ve been a VP of Customer Success, run global teams, and built CS functions from scratch when no playbook existed yet.
Before that, I was a software engineer. So I understand both sides of SaaS: how the product works and how the customer experience should work.
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I don’t sell tech. I don’t push retainers. I give you clear answers about what’s working, what’s not, and how to fix it.
Simple as that.
Contact
Have questions or ready to get started?
Let's talk.
617.821.8367