Every SaaS CEO knows the feeling: marketing generates leads, sales closes deals, and then… the ball gets dropped. Customer Success isn’t set up for the hand-off, delivery scrambles, and customers never reach their full potential.
This misalignment costs SaaS companies millions in lost upsells, churn, and wasted acquisition spend. For one SaaS provider, fixing this hand-off problem added 20% revenue growth in just one quarter.
The Challenge
This company had plenty of leads and a hardworking sales team. But after the deal was signed, customers often:
- Faced long onboarding delays.
- Received inconsistent information from sales vs delivery.
- Missed key success milestones.
- Churned before renewal or expansion.
Customer Success had little visibility into what sales promised. Delivery wasn’t tied to revenue outcomes. Everyone worked hard, but the system was broken.
The Fix: RevOps Alignment
Instead of hiring more sales reps or adding another tool, the company partnered with Praxxeum to fix the handoff system through an Apexx Sprint.
Key steps:
- Mapped the end-to-end customer journey → from lead to expansion.
- Standardised hand-off playbooks → defined exactly what information must transfer from sales to CS.
- Embedded workflows in the CRM → so no deal moved forward without complete data.
- Aligned KPIs → sales measured not just on closed deals, but on downstream revenue.
The Results
Within one quarter:
- Onboarding time dropped by 30%.
- Customer adoption rates improved.
- Expansion opportunities surfaced earlier.
- Revenue grew 20%, purely from better retention and upsells.
The business didn’t add tools or headcount. It added alignment.
Why It Matters
Hand-offs are the silent revenue killer in SaaS. Without RevOps, teams optimise for their own success instead of shared growth. Aligning marketing, sales, CS, and delivery turns customer journeys into revenue engines.
According to HubSpot, companies with strong sales-to-CS alignment achieve significantly higher NRR and lower churn (HubSpot).
Key Takeaway
👉 Fixing hand-offs isn’t just about efficiency — it’s about revenue. This SaaS company proved that a connected RevOps approach can unlock growth without more tools or headcount.
CTA
At Praxxeum, we design RevOps systems that align every hand-off, from first touch to renewal, so SaaS companies capture every revenue opportunity.
👉 Want to stop losing revenue at hand-offs?
[Book a RevOps Discovery Call with Praxxeum]
