Customer Success
Onboarding, health scores, QBRs and playbooks – built with structure. I reduce churn, lift net revenue retention and make renewals and expansion predictable.
A foundation that grows.
I help startups from seed to Series B build Customer Success – and established smaller businesses automate their day-to-day. Same foundation either way: clear processes, clean data, predictable growth.
Book an intro call30 minutes · no obligation
10+ years in Customer Success – Apple, AvePoint, Neocom.ai, Kertos · own business: likoer24
Services
How I support you.
Four areas, one goal: customer relationships that last – and grow.
Process & Operations
A clean CRM, clear KPIs and dashboards. Comp and bonus plans that reward the right behaviour. And reporting you can still trust in a board meeting.
AI & Digitalisation
Apply AI where it creates real value – from automated workflows to better customer data. Pragmatic, without the hype.
IT Support
Reliable IT support in the background – from tools and integrations to smooth operations. So the tech just works and you can focus on your customers.
Team & People
A team that grows with you.
Processes only carry you as far as the people behind them. At some point you need a CS team: the right hires, a ramp-up worth the name, and people who develop instead of leaving after two years. That's what I help build.
Hiring the right people
Profiles, interview guides, scorecards. Above all the question of who actually fits your stage. The CSM who thrives across 30 seed accounts is a different person from the one who handles three enterprise ones.
Ramp-up and coaching
New CSMs should be productive after four weeks, not four months. That takes playbooks, 1:1s that actually happen, and feedback specific enough to act on.
From junior to team lead
Career levels that mean something. What does someone need to master to make senior? Who on the team could lead, and what's still missing? I work on that with the people themselves, not just with the org chart.
At Apple I led a team of 25, inside a store of around 200 people. After that: built the DACH team at AvePoint, grew the team at Neocom.ai, introduced a team lead structure at Kertos. This is the part of the work I enjoy most.
Approach
How I work.
No big agency machinery. One personal contact who listens and delivers.
Clarity
Understand first, then act. Clear priorities instead of long lists.
Pragmatism
Solutions that fit your stage. Actionable from day one.
Measurable impact
Every action ties back to a metric. Progress you can see.
Also for SMBs
Digitalisation isn't just for startups.
Your IT provider keeps the lights on – but who's thinking ahead about AI and automation for you? Especially when skilled staff are hard to find, that's often where the biggest untapped potential sits.
Automation that lightens the load
Recurring tasks – scheduling, invoicing, customer enquiries – run on their own. Less manual work, more capacity without new hires.
Your existing tools, properly connected
No big system overhaul – what you already use gets connected properly, and complemented only where something's genuinely missing.
A clear head for your core business
Trades, property management, professional services – your business lives on its core work, not on IT tinkering. That's exactly where I take the load off.
And I know this first-hand – I run a small business on the side myself. I know the day-to-day, not just the theory.
Book an intro call
About
Thomas Pellmeyer
I'm an advisor from Freising near Munich, working as a solo practitioner – by choice. You don't get a rotating project pool, but one fixed contact who knows your business.
My focus is Customer Success from seed to Series B: setting up the first processes, tidying the CRM, establishing KPIs and playbooks, and building the foundation for healthy, scalable growth from existing customers.
Experience & References
From the Apple Store to SaaS scale-ups.
More than ten years of owning customer outcomes – and voices from people who have worked with me.
2026
Head of Customer Success · Kertos
Full post-sales journey at a privacy and compliance platform, including professional services for ISO 27001, GDPR and NIS2. Introduced a team lead structure.
2024 – 2025
VP Customer Success · Neocom.ai
Lifted net revenue retention from 77% to over 110%, cut onboarding from 110 to 60 days, built a customer advisory board. Grew the team along the way.
2021 – 2024
Senior Manager Customer Success · AvePoint
DACH renewals and expansion: 120% NRR, 95% product adoption across enterprise accounts. Built the DACH team out of the Munich customer success office.
2018 – 2021
Customer Success Manager · Userlane & AvePoint
Enterprise and SMB accounts from onboarding to renewal – 96% retention and a 12-point NPS improvement.
2012 – 2018
From specialist to store manager · Apple
Six years in Apple retail in Munich, ultimately store manager at the German flagship store: around 200 people in the building, 25 of them on my own team.
Entrepreneurship & public service
since 2026
City councillor & planning officer · City of Freising
An elected volunteer role focused on urban development. Committee work in close exchange with the city administration and residents.
since 2020
Founder & owner · likoer24.de
My own side business: personalised spirits and party gifts. Online shop, production, shipping, marketing, bookkeeping – the full cycle of running a company, just at a smaller scale.
“Thomas is the most outstanding Customer Success leader I have worked with. He brings together discipline, empathy, analytical precision, and an unwavering commitment to excellence.”
“Thomas consistently demonstrated a deep commitment to his customers – always attentive, responsive, and proactive in helping them realize the full value of our solutions. He was instrumental in helping us establish and scale our Customer Success operations in our Munich office.”
“He builds structures that hold up over time, not just solutions to the immediate problem. He is exceptionally strong on tools, data, and AI, and his Customer Success expertise is deep. I would recommend Thomas without hesitation – both as a colleague and as a leader.”
Verbatim quotes from LinkedIn recommendations.