Protecting $16M in Revenue: Growth Architecture for an AI-Powered e-Commerce Platform
The Story
An AI-powered eCommerce search platform representing 50% of their parent company's $210M ARR was facing a growth crisis. With 3.8% ARR growth and >10% churn threatening $16M in revenue, the product was strong, but fragmented operations across sales, customer success, and technical delivery were creating systematic failures in customer retention and acquisition.
What We Did
Deployed complete Growth Architecture with 6 specialists across customer success, sales operations, value realization, data automation, and change management
Created unified Operating Model - framework connecting customer value promise to behind-the-scenes operations
Launched 5 coordinated workstreams: SWAT team for at-risk accounts, account intelligence system, value realization engine, sales journey integration, and data automation
Embedded team within client operations to own outcomes rather than deliver recommendations
Systematic change management to ensure adoption across regions and functions
The Edge Impact
$16M revenue protected through systematic retention management
Crisis intervention framework deployed preventing immediate enterprise churn
70% reduction in executive firefighting through automated workflows
Account health visibility and response system established across 50% of ARR in top 20 accounts
Dual horizon strategy balancing immediate retention with long-term growth preparation
Scalable operating model ready for geographic expansion and competitive differentiation
