Introduction to Customer Success in modern B2B SaaS Business

Leopold Holstein, Felix Benscheid

Leopold Holstein, Felix Benscheid Leopold Holstein and Felix Benscheid are seasoned Customer Success professionals who have dedicated their careers to optimizing customer retention and driving sustainable growth in the modern B2B SaaS ecosystem. Having navigated the rapidly evolving landscape of subscription-based software, Leopold and Felix have firsthand experience building and scaling high-performing Customer Success teams from scratch. They understand that Customer Success is not just a reactive support function, but a proactive growth engine that is essential for reducing churn and maximizing net revenue retention. In their educational programs, Leopold and Felix adopt a highly practical, execution-oriented teaching style. They move beyond abstract theory to deliver actionable frameworks, real-world case studies, and step-by-step playbooks that students can immediately implement in their daily workflows. Their collaborative approach to instruction ensures that learners grasp the strategic importance of onboarding, customer health scoring, renewal management, and expansion strategies within modern B2B organizations. By sharing their collective expertise, Leopold and Felix empower aspiring Customer Success Managers and established professionals to elevate their skills and deliver measurable value to SaaS customers.