We've been in your seat.
17+ years building CS at Apollo, Lob, Jamf, and Canary. We don't advise from the outside — we've made the hard calls from the inside.
18
Years operating CS
Inside the orgs, not outside
9+
SaaS companies built
Apollo, Lob, Jamf, Canary & more
2
Operators
No decks. No fly-bys.
We ARE
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An embedded partner in your operation
Your team gets our email, our Slack, our calendar. We're in the weeds with you.
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Implementation-focused practitioners
We roll up our sleeves, execute alongside you, and train your team to own it.
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Outcomes-obsessed, not activity-focused
We measure success in TTFV, GRR, NRR, and team retention — not hours logged.
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Honest about constraints and trade-offs
We tell you what's possible with your budget, timeline, and team size.
We Are NOT
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A slide-deck-and-fly-away consultancy
We don't hand off a 50-page PDF and disappear.
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Process consultants selling theory
We're operators who've lived the hard decisions and trade-offs.
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One-size-fits-all solution providers
We customize everything to your stage, constraints, and market.
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Focused on selling you more tools
We audit your stack and often recommend doing more with less.
The operators behind ScaleUp CS
Nina Wilkinson
Partner
Nina has spent her career in the uncomfortable middle of fast-growing SaaS companies — the point where founder-led CS stops working and nobody quite knows what comes next. She's been called in to fix it at Apollo, Lob, and Canary Technologies. 2025 GTM10 Award winner for Customer Success. First Round Fast Track Mentor since 2018.
Linnea Olson
Partner
Linnea looks at a broken CS operation and immediately starts drawing swim lanes. She built and scaled CS teams at Apollo and Jamf. Certified Product Owner. Gainsight Visionary Award winner. Gets genuinely excited when a dashboard tells the right story. Has strong opinions about health scoring.
How We Work
Diagnostic First
We never assume. Before we recommend anything, we audit your operations, analyze your data, and understand your constraints. This becomes the foundation for everything that follows.
Implementation-Focused
We don't hand off decks. We embed with your team, coach leaders, and execute alongside you. You end up with systems your team actually owns and can maintain independently.
Outcomes-Driven
Every engagement targets measurable business outcomes: faster time-to-value, lower churn, higher NRR, improved team retention. If it doesn't move the needle, we recalibrate.
Operator's Mindset
We think like CS leaders, not vendors. We've had to make the hard calls, navigate budget constraints, and prove value to skeptical executives. We get it.
CS strategies you can implement this week.
No fluff. Straight from operators who've built it. Join 600+ CS leaders.