Transformation Talent: Growth and Retention in Saas
Aaron is an execution-oriented strategist with 15+ years’ experience and specialization in transforming and scaling software businesses with an emphasis on SaaS and AI. His core strengths lie in defining go-to-market strategies and implementing new enabling processes across functions including direct / channel sales, customer success, professional services, and quote-to-cash across diverse organizational contexts.
Q. When you’re at a networking event, how do you describe your independent career status, and where you focus your work?
I help SaaS companies drive growth, by optimizing the customer life cycle. I advise clients in designing complementary go-to-market and customer success models to support account acquisition, adoption, retention, and expansion.
Q. Why do you think there is increasing demand for independent expertise with PE operating teams?
I see two major factors. PE operating teams are finding that the right independent expert can generally ramp up and drive results more quickly than large consultancies, with a more flexible economic model. Additionally, I have found that the clients I work with typically have strong in-house strategic capabilities and realize more value from advisors with more direct operating experience.
Q. Describe a recent or successful assignment in terms of scope, duration and any particular highlights in the outcomes.
I recently worked with an enterprise software company building out a Customer Success Management (CSM) account coverage model for a new SaaS business unit struggling with high churn rates. Drawing on industry best practices, I defined the capability and capacity requirements required for this new role. I also developed a detailed transition plan, defined the scope of the new team, and drafted customer-facing communications. With the new model in place, the company saw a 10%+ increase in customer retention and a 5% uptick in upsell rates after 1 year.
Q. What advice would you give to anyone about to embark on an independent career as to how they can provide the best results for a client, while fulfilling their own career path?
Working independently allows me to work with a broader diversity of clients and business problems than I ever could in the corporate world. I also find that I am able to make a more significant impact. While success as an independent consultant may require a higher tolerance for uncertainty, in my opinion, the pros well outweigh the cons.
Q. What's your favourite thing to do when you're not on the clock?
I love to explore live music venues in new cities whenever I travel for work.
Looking for talent to support your go-to-market strategy or commercialization plan? Engage with talent like Aaron by posting a project now, or by talking to us about how to build up a pool of similar talent in the field.