Break free from trial and error.
Build predictable Customer Growth.
I help SaaS founders and revenue leaders evolve Customer Success to drive profitability and Net Revenue Retention through predictable outcomes, repeatable processes and scalable operations.
Why GTM execution breaks once sales outpaces post-sales.
Early stage is about learning to land customers. Growth is about learning to keep and grow them.
If leaders don’t embrace this shift with intent, GTM execution becomes unbalanced — acquisition-heavy and delivery-light — producing one-off transactions instead of predictable subscriptions.
With post-sales stuck in DIY and reactive firefighting, new revenue erodes faster than it can expand, showing up in clear symptoms.
Churn & Reduction
Losing customers and ARR faster than you can react.
Post-sales chaos
Customer Success falls to everyone — or no one.
Flat accounts
Account growth stays opportunistic or untapped.
Unguided customers
Resources spent on firefighting instead of leading to success.
No economies of scale
More customers, higher cost, zero efficiency.
Negative Customer ROI
Customer lifetime value doesn’t cover acquisition costs.
My Approach
My vision for lasting Customer Success comes down to the basic idea of lasting relationships — mutual benefit: when customers succeed, we succeed. Over and over again. I call this the Mutual Success Flywheel.
If customers effectively reach and recognize success, they not only stay, but also grow, advocate, and become more self-sufficient.
We therefore need to build and continuously improve the pathways that support customers in being successful — while enabling us to manage their journey with increasing efficiency.
This is the foundation for an accelerating, long-term flywheel of growth.
My approach to building this flywheel centers on developing four core capabilities in a priority meeting your needs:
Scalable Operations
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Composable Operating Model
- Segmentation & Coverage
- Engagement Model
- Cost-to-Serve
Repeatable Processes
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Account Management
- Health & Risk Management
- Renewal Management
- Cross-Functional Expansion
Customer Outcomes
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Definition of Success
- Customer Success Metrics
- Customer Journey
- Success Planning
How I engage
Think of me as an independent operating partner. I work with leaders and investors of B2B subscription businesses above $3M ARR, with product–market fit achieved — offering support from light-touch advisory to hands-on execution.
Advisory Partnership
What it is: Light-touch, ongoing guidance — like having a board-level CS voice on call.
How it works: Reactive, on-demand input and strategic sparring, bringing pattern recognition and outside-in perspective at a fraction of the cost of a full executive.
When to use: Ideal for founders, investors, and leaders who want affordable access to seasoned CS expertise without committing to heavy involvement.
Strategy Partnership
What it is: Hands-on consulting to pivot or sharpen your Customer Success strategy.
How it works: A flywheel review that delivers tailored recommendations, with optional support to design and execute the priority areas that future-proof Customer Success.
When to use: Ideal for leadership teams ready to reset their approach to post-sales and align for the next growth stage.
Fractional Leadership
What it is: Executive-level part-time Success leadership without the strings of a full-time hire.
How it works: Brings strategy into execution, with optional team or business leadership. Provides the structure, accountability, and rhythm to make CS a growth engine.
When to use: Ideal when a company needs immediate leadership to stabilize and scale CS, close execution gaps, or guide a team through transition.
What my Customers Say
“Working with Björn […] has been truly transformative for our GTM motion and our Customer Success 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.”
“When we sought an outside-in perspective to enhance our post-sales setup, our expectations were swiftly surpassed.
Not only did we receive invaluable recommendations that extended beyond our initial scope, but we also gained profound insights and best practices from an industry veteran, guiding us with a wealth of actionable knowledge.”
“The collaboration with Bjoern provided significant insights that have greatly supported the further evolution of our Customer Management”
About Me
Bjoern Stamm, MD of cooplio GmbH – LinkedIn
Since the mid-1990s, I’ve been supporting customers in the software business — from developing software to leading for customer success.
I first developed custom software independently and later with Accenture. At SAP, I worked as a Business Consultant and then as an Account Director managing global accounts across Europe and the U.S., before moving to Singapore to lead a Professional Services division for the APJ region.
During Salesforce’s hyper-growth years, I experienced what it truly means to put customers at the center. As a Customer Success Director, I learned the craft of CS from the ground up and went on to build teams managing portfolios of more than $100M.
At MuleSoft, I built regional CS organizations from scratch and later initiated and led the overhaul of the global CS strategy. After that, as Head of Customer Success, I drove the further development of CS at the fast-growing unicorn Tractable.
Today, I bring my operational and strategic experience as an independent contractor into the scale-up world. I work with founders, executives, and investors to strengthen the customer base systematically, make it the #1 growth engine, and reduce dependency on new business — efficiently, sustainably, and at scale.
Get in touch
Let’s explore your situation and where you want to go — pick a time that works best for you.