Customer Success
Onboarding, health scores, QBRs and playbooks – built with structure. I reduce churn, lift net revenue retention and make renewals and expansion predictable.
Turn customers into advocates.
I help seed and pre-seed startups build Customer Success from the ground up – clear processes, a clean CRM, the right KPIs. So existing customers become predictable growth.
Book an intro call30 minutes · no obligation
10+ years in Customer Success – Apple, AvePoint, Neocom.ai, Kertos
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 when needed: building your first CS team and leadership structure.
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.
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.
About
Thomas Pellmeyer
I'm a consultant 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 in early startup stages: setting up the first processes, tidying the CRM, establishing KPIs and playbooks, and laying the foundation for healthy 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.
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 – with zero attrition on the team.
2021 – 2024
Senior Manager Customer Success · AvePoint
DACH renewals and expansion: 120% NRR, 95% product adoption across enterprise accounts, helped build the Munich customer success operation.
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 managing the German flagship store with around 220 employees.
“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.