Customer Success, designed
for the AI era.
Scale Harmony helps B2B SaaS leaders build a Customer Success system that turns signals into action. Improve retention and expansion without bloated teams or process overhead.
Led by Arkady Zapesotsky, a customer growth operator behind multiple global B2B SaaS, cybersecurity, and AI-first platforms.
Exploratory. No pitch.
AI is rapidly automating Customer Success tasks: reporting, follow-ups, playbooks, and basic analytics.
What it doesn't automate is judgment, system design, and cross-functional execution.
Most companies are optimizing activities instead of building a retention engine. Teams stay busy, but renewals still feel reactive and expansion is inconsistent.
Scale Harmony exists to help leadership teams design and run Customer Success as a system. Not a collection of roles and tools.
Diagnose where retention and expansion break, and why
Design a Customer Success operating system that turns insight into action
Help leaders execute the shift, with AI as a force multiplier rather than a distraction
Outcome & Retention Accelerator
A short, focused engagement to diagnose churn and NRR risk, define the operating model, and produce a clear execution and ROI plan.
Fractional CS / CCO Partner
Hands-on leadership to help design, align, and execute the Customer Success model across teams, metrics, and workflows.
CS Ops & Enablement
Instrumentation, lifecycle workflows, and AI-enabled playbooks that turn strategy into repeatable execution.
Best for
- Post-PMF B2B SaaS companies
- Leaders accountable for GRR, NRR, and renewals
- Complex, technical, or regulated products
Not for
- Early-stage startups
- Teams looking for generic CS playbooks
- "Customer Success as customer happiness" organizations
Scale Harmony is led by an operator with experience building and scaling Customer Success in complex B2B SaaS environments.
The work combines deep understanding of Customer Success and GTM dynamics, with a focus on practical execution, not theory.
The goal is simple: help leadership teams make better decisions, reduce churn risk, and turn Customer Success into a durable growth engine.
If you're rethinking how Customer Success should operate in a modern organization, let's compare notes.
Exploratory. No pitch.