Post-Sales Operating Models
Unified architectures that connect Customer Success, Support, Professional Services and Enablement into one governance-driven system - designed to scale without linear cost.
Customer Success · Support · Enablement · Operations
Post-sales,engineeredto scale.
I build and scale the post-sales organizations behind category-defining SaaS companies - turning Customer Success, Support and Enablement into operating models that grow revenue without growing cost.
14+ years across SaaS & enterprise technology
Andy Butz
Head of CS, Support & Training
Quantum Systems · Munich
01Executive Impact
Numbers that moved
the business.
Not activity - outcomes. Revenue recovered, cost removed, teams built. Every figure below is drawn from work I led directly.
$31M
ARR recovered
A churn-announced enterprise account reframed into a secured three-year renewal.
60%+
Account expansion
Revenue growth within a flagship enterprise customer through structured adoption.
~30%
Ticket demand reduced
Tiered, AI-enabled support architecture that improved cost-to-serve.
20
Professionals led
An integrated global post-sales organization of individual contributors and people managers, built and led through Series B, C and D.
40+
Health signals
A Customer Health Score lifting portfolio health from 29 to 41 in three months.
14+
Years in SaaS & tech
From inside-sales leadership to integrated post-sales across global technology.
Point of view
Post-sales is where growth is won or lost.
Done right, it stops being a cost center that reacts to churn - and becomes the operating system that compounds retention, expansion and trust. My work is to build that system, and the people who run it.
02What I Build
The building blocks of a
post-sales engine.
The six core disciplines I bring to a post-sales organization - each strong on its own, and designed to reinforce the others rather than compete for headcount.
Customer Health Governance
Multi-dimensional health scoring - 35 to 40+ signals - that turns account risk into a prioritised, steerable portfolio and shifts teams from reactive to proactive.
Support & Service Architecture
Tiered, AI-enabled support with monetised service packages that reduces manual demand, protects margin and improves cost-to-serve as volume grows.
Enablement & Onboarding
Structured onboarding, Train-the-Trainer and lifecycle programs that compress time-to-value and give leverage to every operator on the team.
Enterprise Success Planning
Executive-level Success Planning frameworks that institutionalise outcome conversations and standardise value governance across regions.
AI-Enabled Operations
Automation woven into the operating model - not bolted on - so support, insight and retention steering compound instead of consuming headcount.
03Experience
Fourteen years, one thesis.
Where I've built these disciplines - from first CSM in a region to Head of an integrated post-sales org, across LinkedIn, Microsoft, Salesforce, AppDirect and Quantum Systems.
2024 - Present
Munich
Integrated Post-Sales
Head of Customer Success, Support & Training
- Built and led an integrated 20-person post-sales organization across Customer Success, Support and Training, from Series B through Series D - spanning both individual contributors and people managers.
- Introduced High-Touch / Low-Touch segmentation and a 40+ metric Health Score - global portfolio health from 29 to 41 in three months.
- Deployed a tiered, AI-enabled support architecture with automation, cutting manual ticket demand ~30% while improving cost-to-serve.
2022 - 2024
Remote
Building CS
Head of Customer Success
- Built the Customer Success organization from the ground up in a growth-stage SaaS, unifying CS, Support and Professional Services.
- Introduced a 35-metric Health Score, a Customer Maturity Model and NPS - raising portfolio health from 35 to 49.
- Repositioned Simplifier from project vendor to strategic transformation partner through executive QBRs and scalable lifecycle processes.
2020 - 2022
Munich
Commercial Transformation
Senior Customer Success Manager · EMEA
- Recovered a churn-announced $31M ARR enterprise account into a secured three-year renewal.
- Drove 60%+ revenue expansion within a flagship enterprise customer through structured adoption.
- Designed a Success Planning Framework standardising value governance; recognised with the True North Award.
2017 - 2020
Munich
Strategic Enterprise CS
Senior Customer Success Manager, Enterprise · DACH
- First CSM in DACH - established the local CS function and regional operating model.
- Built enterprise engagement for accounts including Siemens, Allianz and Deutsche Telekom.
- Created a Success Planning & Maturity Framework later adopted globally, across 1,000+ enterprise users.
2016 - 2017
Germany
Enterprise Change
Enterprise Customer Success Manager · Dynamics 365
- Drove adoption for major enterprise Dynamics customers including Commerzbank and Munich Re.
- Worked across Microsoft account teams and external implementation partners on complex rollouts.
- Led resistance management, executive sponsorship, communication and training - enterprise transformation at scale.
2015 - 2016
Germany
CS at Scale
Customer Success Manager · EMEA Central
- Managed a large Premier portfolio - several hundred customers - from launch through adoption and value realization.
- Delivered one-to-many enablement through webinars, events and roundtables.
- Ran executive briefings with senior stakeholders to drive product adoption and reduce churn.
2014 - 2015
Europe · 12 countries
CRM & Scale
Salesforce CRM Specialist · Europe
- Owned the Salesforce environment for Egencia's European business-travel division.
- Aligned CRM strategy, reporting and enablement across 12 countries.
- Reported sales and account-management KPIs to senior leadership.
2012 - 2014
DACH
Operational LeadershipTeam Lead · Inside Sales
- Led an inside-sales team of ~6, improving effectiveness and efficiency across the DACH region.
- Helped establish a robust, scalable local CRM foundation.
- Set the operational groundwork for a career built on structure, scale and customer outcomes.
04Operating Model
Signals become outcomes.
The way I think about post-sales. It stops being a cost center the moment signals become decisions, and decisions become outcomes - governed, not improvised.
01
Signals
40+ health metrics, usage, sentiment and lifecycle events - captured continuously across the portfolio.
02
Insight
Segmentation and scoring turn noise into a prioritised, steerable view of risk and opportunity.
03
Decision
Governance forums and Success Planning convert insight into deliberate, executive-level choices.
04
Action
High-Touch / Low-Touch motions, tiered support and enablement execute with clear ownership.
05
Outcome
Retention, expansion and margin - compounding, and scaling without linear cost.
01
Signals
40+ health metrics, usage, sentiment and lifecycle events - captured continuously across the portfolio.
02
Insight
Segmentation and scoring turn noise into a prioritised, steerable view of risk and opportunity.
03
Decision
Governance forums and Success Planning convert insight into deliberate, executive-level choices.
04
Action
High-Touch / Low-Touch motions, tiered support and enablement execute with clear ownership.
05
Outcome
Retention, expansion and margin - compounding, and scaling without linear cost.
05Leadership
How I lead the
people who scale it.
I
Trust before it's earned
I extend trust early and recognise potential before it proves itself. It's the fastest way to grow people - and it compounds.
II
Build it before it exists
Most of what I've led had no playbook when I arrived - first CSM in a region, a support org from scratch. I turn ambiguity into a working operating model, then make myself replaceable.
III
Governance over heroics
Scale comes from operating models, not individual effort. Clarity of ownership beats firefighting every time.
IV
Value is a perception you engineer
How a customer experiences trust and partnership is designed - through health scoring, planning and deliberate executive engagement.
Letter of Recommendation
“He doesn't chase short-term gains - he builds lasting legacies. His frameworks reshaped how our customers perceive value, trust and partnership.
Klaus Friedrich Hengstmann
Head of Modern Selling Academy · University of St. Gallen, Executive Education
LinkedIn Sales Navigator Community LeadFormer UEFA Liaison OfficerTransformation & Growth Strategist
06Latest Thinking
Notes from the field.
In their words
On strategy
Andy's expertise, honed at companies like AppDirect and LinkedIn, was central to creating a culture of customer success across the organization. His pragmatic doer's attitude, strategic mindset and organizational skills made him a standout - and a trusted advisor for leadership roles.
Renat Zubairov
CEO · RevOS.ai
Generative AI · DeepLearning.AICertified Customer Success Specialist (CCSS)Prosci® Change Management · MicrosoftScrum Master · Scrum Alliance7× Salesforce · 2× Microsoft Dynamics
07Contact
Let's build thepost-sales engine.
If you're scaling a company and rethinking the operating model behind Customer Success, Support and Enablement - let's talk.