About the founder
I'm Liam McAndrew, founder of SeedSuccess. I've led Customer Success at SaaS businesses of every size, from the first playbook at a startup to a global team of 40+ CSMs across EMEA and North America. Now I help leadership teams get the same results without learning it all the hard way.
Most CS advisors have seen one kind of company. I've built functions from nothing, turned them around and run them at global scale, so the advice fits where you are now.
Built from zero
At an enterprise software company I built the global CS function from the ground up: success plans, renewal forecasting, health metrics and onboarding, across £2m ARR and 70+ enterprise customers.
At a global assessment business moving from services to SaaS, I built Customer Success from scratch. Gross retention rose from 85% to 97% and net retention from 99% to 140% in a single year, across £12m ARR.
Scaled to exit
At a global enterprise SaaS platform I ran Customer Success for 150+ enterprise clients and 40+ CSMs, growing the EMEA team from 8 to 13 and bringing it together with North America under one strategy.
When the business was acquired by a major private equity firm, I led the customer side of the transition, keeping enterprise clients confident and retained through the change of ownership.
Turned around
At an HR tech platform I led CS, support, renewals and expansion across 400+ clients with a team of 7, introducing adoption frameworks and automated health monitoring.
I was then promoted to Commercial Director, running Sales and CS end to end and moving SMB accounts to a tech-touch model.
Commercial at the core
I started on the front line in customer service, then moved into business development and enterprise sales, hitting 170% of quota as an Enterprise Account Executive.
That's why my CS teams own renewals and expansion, and why retention always ties back to revenue.
Case study · UK recruitment agency
Recruitment agencies live or die on repeat business, the same as SaaS. This agency had 12 billers, each leaving around £120k a year on the table because client relationships stopped at the first placement.
Taught billers to manage clients as accounts, not one-off vacancies: account plans, regular check-ins and spotting the next hire before the client posts it.
Moved the desk beyond placements and fees to account health, repeat-hire rate and share of each client's hiring.
Set up timed touchpoints after each placement and at key moments in the client's year, so no relationship went quiet.
Gave billers AI tools to prepare for client calls, draft tailored outreach and surface accounts ready for the next conversation.
Case study · UK SaaS business
A small SaaS business was about to hire a Head of Customer Success on £100k. Gross retention was 81%, so almost a fifth of revenue walked out every year. Instead of the senior hire, they brought in SeedSuccess.
Held off the £100k Head of CS until there was a working Customer Success function worth leading.
Every client now gets the same world-class onboarding journey, with success defined early and value delivered fast.
Designed the roles, ran the hiring process and set the team up with the playbook from day one.
Clear priorities, tight processes and no wasted effort. That's how three people look after 190 clients and still deliver.
Captured what clients were really saying and worked side by side with the product manager to close the gaps, so the product fits the market better.
Swapped outdated quarterly reviews for AI-driven insights that clients actually value, and that take a fraction of the time to prepare.
"Liam transformed our post-sale playbook. Now every client gets a world-class onboarding journey, success defined early and value delivered almost immediately. I would recommend Liam if you're looking to start your CS journey, or even want someone to review what you're doing today."
AI-first Customer Success
I've built a CS team that runs on AI day to day, using Claude alongside HubSpot for renewal prep, proposals, QBR decks, usage analysis and health scoring. It saved around 20 hours per CSM each week and avoided two hires. I'll help you set up the same.
The areas I'm asked about most by founders and CS leaders.
Let's talk
A 30-minute call is enough to spot the gaps and see whether I can help.