Structured · Aligned · Commercial
Customer Success,
by design.
We help growth-stage businesses develop data-driven post-sale functions focused on retention, revenue expansion, renewals and long-term customer value.
Petar Mihajlovic
Principal, Scale Catalyst Consulting
Melbourne-based, globally operated. Twenty years building post-sale functions across APAC, EMEA and AMER, from first CSM hire to functioning distributed teams.
Previously
- Aconex
- Oracle
- Unifonic
- Revizto
The structural reality
Post-sale performance erodes quietly before it becomes visible in results.
As SaaS companies grow, post-sale complexity outpaces operating maturity. What looks like a people problem is usually a structural one. Hover or tap a card to read the principle in full.
Enterprise adoption surfaces late.
Most often rooted in engagement timing and handoff gaps between Sales and Customer Success that were never formally addressed.
CS invests without segmentation logic.
Without intentional design, capacity flows to the loudest accounts - not the most strategically valuable ones.
Customer data lacks commercial intent.
Critical signals exist but are not surfaced with commercial intention, leaving decisions to instinct and recency bias rather than predictive evidence.
Commercial ownership stays implicit.
Customer Success is measured on satisfaction rather than revenue impact, creating a structural gap between CS activity and revenue performance.
These are design problems. They require structural solutions.
How we work
Every engagement begins with understanding.
We don't arrive with a pre-built framework. We diagnose the structural reality of your post-sale organization first. From there, depth is determined by what the business requires.
Advisory Architecture.
Defining operating models, segmentation logic, governance frameworks, and commercial KPIs. For leadership teams that need strategic clarity and a structured roadmap before committing to execution.
Hands-On Design and Implementation.
Leading specific initiatives - onboarding redesign, health model construction, Enterprise account governance, tooling oversight. When internal capability exists but execution requires senior direction.
Scaled Execution Support.
We work alongside internal teams or trusted partners to ensure that strategic design translates into operational reality. The architecture stays consistent; delivery is resourced and enabled properly.
The structure follows the need - not the other way around.
See the engagement model in detail →Start a conversation
If post-sale performance is becoming a structural constraint, let's talk.
The first conversation is a diagnostic in itself. No agenda. No proposal. Just a clear-eyed look at where the structural gaps are and whether we're the right fit to address them.