CS is a system, not a function.
You can hire the best CSMs in the world and still lose customers if the system around them is broken.
About
Operator first. Consultant second.
I'm Chris Basil. I've spent the last twelve years building, running, and rebuilding customer success organizations at SaaS companies — from seed-stage through Fortune-100 deployments. CS Science is the practice I run on the side: working with founders and CS leaders who are done with framework-only consulting and want an operator to help them build the system.
My day job is VP of Customer Success at a medical device, data, and software company. My weekends and evenings are spent here — helping Series A through Series B+ SaaS teams translate strategy into a repeatable, measurable operation.
How I work
Opinionated about the system. Flexible about the path.
Every engagement starts with a diagnostic and ends with something your team can actually run on Monday morning. I don't hand over 80-slide decks and a wish of luck. I write the playbooks with you, instrument the metrics that matter, and stay close enough to adjust when reality pushes back.
Value = achieving a desired outcome.
Not feature adoption. Not login frequency. Not QBR attendance. Only whether the customer accomplished the result they bought the product to achieve.
Prevention costs 30× less than cure.
Structured health monitoring and at-risk playbooks beat heroic saves every time. Churn lives in the seam — build across it.
Intimacy at scale.
A CSM managing 50+ accounts should have the contextual depth of someone managing 5. Personalization is the architecture, not a feature.
Work together
Book a scoping call → The fastest first step is a conversation.
Tell me what's keeping NRR flat. I'll tell you what I'd look at first.