Project Apex: Customer Success Transformation for PE backed Fintech SAAS Player

Apex Interim Partners led a 6 month customer success transformation for a $150M revenue, private equity–backed Fintech SaaS business. The engagement focused on redesigning the company’s core operational backbone—spanning people, processes, and tooling—within the global Customer Success organisation across EMEA, APAC, and the Americas. Acting as the Transformation Office, Apex guided the design and operationalisation of the future-state model, driving alignment and execution across Sales, Product, and Customer Success teams. Through orchestrating 30+ senior stakeholders, the program delivered targeted remediation of enterprise client health accounts, unlocking measurable improvements in retention, scalability, and commercial performance.