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"I help startups shape stellar and scalable lead-to-renewal customer success disciplines aimed to drive customer evangelism. "

Sophie Smallwood, Founder & CEO, Alume Consulting


Designing Customer Success

Great enterprise customer success is rewarded with even greater customer evangelists. 

Alume Consulting helps shape stellar, scalable lead-to-renewal enterprise customer success disciplines to drive adoption, retention, and customer evangelism. We work with early-life and startup SaaS or PaaS enterprise technology companies, as well as professional or implementation service companies. 


The Alume Infinity Model

When a customer success discipline has as a core goal "making every customer want to be an evangelist," then the team will meet typical other "success" goals. Our expertise lies in this model and "how" to get there. 


Consulting Services

Alume Consulting will work with your team to discover, design, and implement, an inbound and outbound customer success discipline that will take your customer success team from where it is today to where you want to go. 

Let's Chat Customer Success

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Office of a web design company

2D - Discover + Design Customer Success

Work with Alume to map a plan of valuable customer success touch points on the journey from lead to live to customer evangelists. 

Format: Group + 1:1 interviews, audits

Deliverable: Actionable feedforward, Design Customer Success plan, workshop

Coach-plement Customer Success

Engage Alume to guide and quality control the implementation of your customer success plan. Where "coach" meets "implement."

Format: Shadowing with live coaching

Deliverable: Immediate feedforward, performance report

FrameWork Deploy Enterprise Tech

Partner with Alume to improve your deployment methodologies and framework to drive adoption and engagement.

Format: Group + 1:1 interviews, audits

Deliverable: FrameWork plan, workshop, live coaching


Executive Consultant

Sophie Smallwood, Founder & CEO

Sophie Smallwood has over 16 years of real-life experience in both customer success management and leading marketing and enterprise SaaS, across the US and EMEA. She has direct experience managing enterprise customers, growing customer success organizations, pioneering processes, and driving scaled programs in customer success to drive double digit positive NPS scores.


Sophie has worked, and established practices, with a diverse set of companies including small independent marketing agencies, mid-size ecommerce platforms like Magento under eBay and now Adobe, and startups such as Facebook’s first enterprise SaaS offering - Workplace by Facebook. She has personally worked with hundreds of global companies to launch enterprise technologies across their employee and customer base - achieving high adoption, engagement, profits, and customer evangelists.



What’s Being Said on LinkedIn


Sophie was one of the first leaders within the Customer Success function at Magento. Sophie demonstrated a strong understanding of the importance of an interactive customer journey to the corporation's success. She formed a tight link with all customer facing teams and her customers, leading to a high performing geo with NPS ratings of 39 and revenues of double digit growth. Sophie is extremely creative and developed new and innovative programs to drive customer engagement, trust and loyalty. Sophie built some of the strongest customer relationships that I have seen in this discipline. She coached and drove the growth of her team members with similar success. I have seen Sophie continue to design and implement new and strategic frameworks for this discipline. She will add tremendous value to any organization interested in creating and/or expanding the value of the Customer Success function.

Susie Sedlacek
Former VP Customer Services Magento/eBay, now Management Consultant at 2HRV