CX as a Service™: The Secret Weapon Companies Didn’t Know They Needed

Customer Experience isn’t just a “nice-to-have” anymore.  It’s the battleground where SaaS companies win or lose. But let’s be honest: building a world-class CX team from scratch is expensive, time-consuming, and risky.

Enter CX as a Service (CXaaS)™, your shortcut to loyal customers, higher retention, and scalable growth without burning your team out, blowing your budget, or hiring the wrong set of leaders.

What is CX as a Service?

Think of CXaaS™ as an on-demand Customer Experience or Customer Success organization and function. Instead of hiring a full internal team and hoping they stick around long enough to make an impact, CXaaS lets you outsource critical post-sales functions to experts who live and breathe customer success.

This can include:

• Fractional CX leadership to set strategy and metrics
  
  
• Customer Success Management (CSM) to nurture accounts and drive adoption
  
  
• Implementation & Onboarding teams to get customers to value faster
  
  
• Training & Enablement programs that actually stick and make your product sticky
  
  
• Support leadership to drive down costs and improve overall delivery
  
  
• Insights & Analytics for proactive churn prevention and upsell opportunities
  
  

Essentially, you get an entire CX ecosystem, minus the headaches of hiring, training, and turnover.

Why Companies Are Switching to CXaaS: 

1. Faster Time-to-Impact

Hiring CSMs, onboarding specialists, and CX leaders can take 6–12 months. CXaaS teams can start delivering results in weeks, not quarters.

2. Lower Risk, Higher ROI

Building in-house means salaries, benefits, tech stack costs, and the risk of mis-hiring. CXaaS scales up or down as your needs change, keeping costs predictable.

3. Expertise on Tap

With CXaaS, you’re tapping into specialists who have seen it all—from SaaS churn fires to messy implementations—so they can bring best-in-class playbooks to your business instantly.

4. Improved Retention and Revenue

Happy customers stick around. Companies that invest in proactive CX and CS functions see 30–50% higher Net Revenue Retention (NRR) compared to reactive organizations.

(Source: TSIA, 2024 Customer Success Benchmark)

The Hidden Risk of Ignoring CX

Companies that try to wing it without a real CX function face:

• Higher churn rates: 30–50% of SaaS churn is tied to poor onboarding and a bad support experience
  
  
• Slower expansion revenue because customers never fully adopt the product
  
  
• Fewer insights for product and sales, since no one is capturing feedback systematically there are little to no efficiencies or improvements
  
  

In short: No CX = Leaky revenue bucket.

CX as a Service (CXaaS) in Action

Imagine this:
A fast-growing SaaS company hits $20M ARR. Their sales team is crushing it… but churn is creeping up, implementations are slow, customers aren’t adopting your product, and customers feel ignored after the deal closes.

By plugging in Win with CX as their CXaaS partner, they get:

• Fractional VP of CX (or CS) to set the post-sales strategy
  
  
• Dedicated CSMs and project managers to handle onboarding and renewals
  
  
• Dashboards & insights to predict churn and identify upsell opportunities
  
  
• And much more
  
  

Six months later?

• Churn down 15% or more
• Faster onboarding and an improved Time to Value (TTV) of 40%
• Higher NRR with existing customers expanding
• World-class experience at all stages of the customer journey
• Customers have not only adopted your product, but are now product Champions and Advocated

Ready to Win with CX?

If your SaaS company is:

• Struggling to scale Customer Success and/or functions within your organization
  
  
• Losing customers faster than you can sign new ones
  
  
• Or simply wants a world-class CX function without the overhead
  
  

Then CX as a Service (CXaaS)™ is your next growth lever.

Let’s talk. Win with CX helps you retain more revenue, delight more customers, and finally get the post-sales engine your business deserves.