Seeking: post-sales operating model consultant (enterprise SaaS) - moving fast
I'm VP of Global Accounts at WordPress VIP (Automattic's enterprise WordPress platform - media, large corporate, and public sector customers). Our CRO is engaging an external consultant to help us redesign our post-sales operating model, and we're looking to meet a couple of strong candidates this month before selecting.
The engagement (roughly 8-10 weeks, starting July): pressure-test and co-build a future-state operating model across Account Management, Professional Services, Support, and Technical Account Management. The end goal is a cohesive, tight customer journey across the entire post-sales experience - spanning high-touch, medium-touch, and scaled engagement models, so customers at every size get the right motion. Scope includes customer segmentation and coverage design, service tier differentiation and packaging, Professional Services pricing strategy, and org and handoff design - with PS and Support tiering and segmentation built to strengthen expansion potential. This is co-building with our leadership team - not a framework deck handed down from the outside.
- Who we're looking for:
- An operator first - someone who has personally owned the full post-sales stack (CS, PS, and Support together) at enterprise B2B SaaS companies, ideally at $100M+ ARR scale
- Has led a transformation that materially moved GRR and NRR through changes to the post-sales experience
- Has designed scaled and digital-led engagement motions for long-tail customers, not just high-touch enterprise coverage
- Hands-on experience designing tiered service offerings and PS pricing models, with real artifacts to show for it
- A track record of innovation and looking ahead to where the market is going, rather than defaulting to a playbook that worked in the past
- Comfortable working from our actual customer and commercial data and leaving us with something our team runs without them
- Experience deploying AI across the post-sales lifecycle is a meaningful plus
Individual consultant or boutique preferred - not a big-firm team of analysts
Process and timing: I'm collecting recommendations now and want to make intros to our CRO within the week. Short path: intro call, then a brief proposal. Decision in weeks, not months - work needs to land before our FY planning cycle starts mid-August.
If you know someone who fits - or you are that someone - reply here or reach out: michael.maron@automattic.com
