# The CS Consulting > Thomas Voigt rebuilds post-sales functions for B2B SaaS companies scaling past Series A. He diagnoses where revenue leaks from the existing customer base, then builds the customer success and account management system that stops it. Former VP of Account Management at GWI, where revenue from existing customers went from GBP 3M to GBP 10M at 140% net revenue retention while the team scaled from 3 to 50. Site: https://thecsconsulting.net/ Contact: thomas@thecsconsulting.net Based in London, United Kingdom. Works with clients in the UK, Europe and the United States. Last updated: 2026-09-02 ## The ACE framework Thomas's published method for growing revenue from existing customers, in three sequenced stages: Activate value, Cultivate relationships, Expand revenue. - [ACE framework, full write-up](https://thecsconsulting.net/ace-framework): the framework stage by stage, with the common pitfalls at each one. - [ACE framework PDF](https://thecsconsulting.net/ace-framework.pdf): the same material as a downloadable document. ## Published body of work 29 recorded conversations, talks and sessions, listed in full below, plus a written archive on Substack. ### Seen Differently, the podcast with Thomas Voigt (3) - [Notice your yes: how you’re built to decide, with Nicole Wallace](https://www.youtube.com/watch?v=W1V6kktpXTw) — Seen Differently: Personality tests tell you who you are. Nicole Wallace, twelve years in technology before she moved into Human Design, makes the case for a system that tells you how you are built to decide instead. - [How a deck of cards gets you unstuck, with Juliette Modolo](https://www.youtube.com/watch?v=kfofROJ38yw) — Seen Differently: Coaching with a deck of tarot cards, which sounds like a stretch until you hear why it works: it gets the ego out of the way for a few minutes. For leaders running close to empty and unsure where to start again. - [What is actually enough? Find your finish line, with Angela Scott](https://www.youtube.com/watch?v=BVxEj5IRLIs) — Seen Differently: Revenue leaders are trained to maximise, and the target always moves. Angela Scott and I stop to ask the question most of us skip: what is actually enough, for the career and for the life around it. ### CustomerSuccessU webinar: future-proof your customer success career (11) - [Introduction: what the webinar covers](https://www.youtube.com/watch?v=LRtO02OlgFY) — Part 1: The setup for the whole session: using AI properly, working across functions, and building the skills that keep a career relevant. Start here if you plan to work through the rest. - [Where AI actually helps in customer success](https://www.youtube.com/watch?v=4LSLqnW0Zbw) — Part 2: The areas where AI genuinely improves the work, and where the gain is largest. Concrete uses rather than a general case for the technology. - [The traps in implementing AI](https://www.youtube.com/watch?v=e5Qyo9zuM20) — Part 3: The specific problems leaders hit when they put AI into a customer success function. What to check before you commit to a tool. - [Keeping empathy when the tasks get automated](https://www.youtube.com/watch?v=PMdYG3FVdzY) — Part 4: Automation takes the routine work, which raises the obvious question about what happens to the relationship. How to keep human contact at the centre of the strategy rather than at the edge of it. - [The ethics of running customer data through AI](https://www.youtube.com/watch?v=rXRye2BAMXo) — Part 5: AI runs on customer data, so the ethics are not optional. What a CS leader should decide deliberately rather than inherit from a vendor. - [Why CS cannot work at arm’s length from sales, marketing and product](https://www.youtube.com/watch?v=ylPkXfASY1w) — Part 6: How much of customer success depends on the teams either side of it. What breaks when those relationships are thin. - [Making cross-functional collaboration actually happen](https://www.youtube.com/watch?v=FkpMsflBhzw) — Part 7: The strategies that turn agreed collaboration into working collaboration. Structures rather than good intentions. - [Where CS and other teams rub, and how to fix it](https://www.youtube.com/watch?v=f6zRJoIoeMw) — Part 8: The friction points that come up again and again between customer success and its neighbours. How to deal with them before they turn into escalations. - [Staying aligned week to week, not just at kickoff](https://www.youtube.com/watch?v=lCYTHiaLxwY) — Part 9: Techniques for keeping communication and alignment steady once the busy quarter starts. The habits that survive contact with real workload. - [The metrics worth reporting](https://www.youtube.com/watch?v=ReiaWcNCTiU) — Part 10: Which measures actually show the business what customer success contributes. Which ones travel upward, and which only make sense inside the team. - [The skills to build for the next five years](https://www.youtube.com/watch?v=DyVpGeoCCoQ) — Part 11: What to be good at as the tools and the customers keep moving. The skills worth building on purpose rather than picking up by accident. ### The CS Academy Live podcast (2) - [S1E1: Build digital CS, with Holly Goodliffe](https://www.youtube.com/watch?v=vFZoY9cIYF8) — CS Academy Live: Digital customer success is usually treated as something you do for the accounts too small to serve properly. Holly Goodliffe argues the opposite, that self-service and digital touch get enterprise accounts to value faster too. - [S1E2: Psychology in customer success, with Emma Lampert](https://www.youtube.com/watch?v=TCYWneIv3X0) — CS Academy Live: Emma Lampert on the psychology underneath the work: self-awareness, the inner critic, and why empathy is a practice rather than a value on a wall. Most of it applies to leading yourself before it applies to leading anyone else. ### Post-sales talks, watch on YouTube (9) - [ACE framework: activate value, cultivate relationships, expand revenue](https://www.youtube.com/watch?v=N9LILT6zgCY) — CS Talks: The full walk through the framework, activate value, cultivate relationships, expand revenue. What each stage asks of a CSM, and why the sequence matters more than the effort. - [Stop losing customers: the ACE framework explained](https://www.youtube.com/watch?v=7iOU3ho-O0A) — Churn Assassin: A shorter, sharper run at the same framework, aimed squarely at churn. How to build a real aha moment inside the first thirty days, and why activation is where most retention is won or lost. - [Customer intelligence, on The Daily Standup](https://www.youtube.com/watch?v=hvAryy-8c68) — Lifetime Value: Twelve minutes on what comes after AI copilots: customer intelligence, and why no CRM delivers it yet. More argument than tips. - [From data to dialogue: the RevOps advantage in customer success](https://www.youtube.com/watch?v=zYrLemhjNjQ) — The Retention Club, KaleHQ: How RevOps gives customer success a language the CFO and the board already speak. The processes, metrics and tools that connect retention work to the financial plan. - [How to navigate the evolving landscape of customer success](https://www.youtube.com/watch?v=vxzAZD5h2UM) — CustomerCatalyst: How customer success has changed, which metrics still mean something, and the case for treating the function as a revenue driver rather than a cost centre. Also where AI genuinely helps and where it does not. - [Episode 1: CS leadership and strategy](https://www.youtube.com/watch?v=gPYyI_fBizg) — Delegate: How to stand up a customer success function from scratch, and what it should be accountable for once it exists. Includes what separates a CS leader from a senior CSM. - [Skills and mindset for customer success managers](https://www.youtube.com/watch?v=mYlgtVJFJT8) — CS Talks: The skills and mindset a CSM needs now: commercial focus, working from data, thinking in systems, and using AI without handing it your judgement. Framed as predictions, but practical. - [Customer success leadership excellence](https://www.youtube.com/watch?v=8V1SZdUwG8M) — CustomerSuccessU: A course session on leadership development for customer success professionals. Executive alignment, organisational impact, and how to lead a function that keeps being redefined around you. - [Why NRR is a lagging indicator, a panel with Rob Zambito, Alex Turkovic and Lara Baeckers](https://www.youtube.com/watch?v=yAoIB8m-Nak) — Customer Success Universe: NRR tells you what already happened, so managing to it leaves you two quarters behind your own business. The panel argues for what to put in front of the CEO instead. ### Audio podcasts (4) - [Leading for revenue impact: the traits of a CS leader](https://open.spotify.com/episode/4twm4YK4yojI5jp6pRkEY9) — CS RevSpeak, with Angeline Gavino: Angeline Gavino and I on what a CS leader has to be good at to move revenue, and how to position the function as strategic rather than reactive. Also the mental load that comes with leading under that pressure. - [Rise of the chief GTM officer?](https://open.spotify.com/episode/1Kx3VuZVwGN2edqoYPELoU) — Just One Customer Success Thing: At late stage, retention revenue outgrows new business and the org chart rarely catches up. The case for simplifying the revenue organisation, and why a CS leader is the natural fit to run it. - [Leadership lessons in customer engagement and growth](https://open.spotify.com/episode/5CfCaXwcmYNvxGYGocYZgb) — The Legendary Leaders Podcast: The move from corporate leadership to running my own business, with Cathleen O’Sullivan. What transferred, what did not, and what customer engagement looks like from the other side of that line. - [Open to work, but not open to that](https://changeunfiltered.podbean.com/e/ep-41-open-to-work-but-not-open-to-that/) — Change Unfiltered, with Angela Scott: Redundancy, and the months that follow it. Angela Scott and I on being open to work without being open to just anything. ### Written archive - [Substack](https://substack.com/@thomasvoigt): 27 essays on customer success, post-sales strategy, retention and AI, published between December 2024 and February 2026, plus current writing. ## Pages on this site - [Home](https://thecsconsulting.net/): approach, the ACE framework, the method, case studies, and the full library. - [ACE framework](https://thecsconsulting.net/ace-framework) - [Privacy policy](https://thecsconsulting.net/privacy) - [Terms of use](https://thecsconsulting.net/terms)