CS Advisory & Fractional Leadership

Most SaaS companies don't have a CS problem.
They have a systems problem.

I help technology companies build Customer Success from the ground up — or fix what's broken before it costs them customers.

25+
Years in CS & delivery
107%
NRR achieved
3×
CS functions built from scratch
$65M
ARR portfolio managed

The gap most companies ignore

Sales closes the deal.
What happens next determines everything.

01

No formal handoff from pre-sales to post-sales. The customer arrives and nobody owns the transition.

02

CS and Professional Services doing the same work. No tiering, no clarity on who does what and when.

03

Onboarding measured by completion, not adoption. Time-to-value is undefined, so churn is invisible until it's too late.

04

Renewal is a conversation that starts at 90 days — instead of a motion that starts at day one.

How I work

A framework built on the factory floor,
not a whiteboard

The methodology behind Jurnea was forged over 25 years of running CS in production — at companies moving from $0 to $65M ARR, through acquisitions, through PE mandates, and through hypergrowth that broke everything faster than it could be fixed.

Phase 1
Diagnostic
Two to three weeks. I map your current CS motion against a proven benchmark — handoff integrity, tiering logic, onboarding velocity, health signal coverage, and renewal readiness. You get a clear picture of where value is leaking.
Phase 2
Architecture
CSM vs. PS role delineation. Customer tiering. Journey gate design with entry and exit criteria. Handoff protocols. Proactive vs. reactive play library. Built for your product complexity and team size — not copied from a template.
Phase 3
Operationalization
Playbooks, RACI, cadence design, health scoring signals, QBR structure. Everything documented and handed to your team — not locked in my head. The goal is a motion your people can run without me.
Ongoing
Fractional leadership
For teams that need a senior CS leader in the room — for a quarter, a year, or through a transition. I operate as Head of CS or advisory partner, depending on what the business actually needs.

Where I've worked

Industry and technology agnostic.
Pattern recognition that travels.

The CS failure modes are remarkably consistent across industries. The variables are product complexity, customer sophistication, and regulatory context — all of which I've navigated across a wide range of environments.

Data & Analytics Data Integration Financial Services Retail & CPG Enterprise SaaS PE-backed companies Post-acquisition integration Hypergrowth scaling Healthcare SaaS Life Sciences EHR / Health IT
Nike Target ADM Mattel AT&T NetApp MetLife JP Morgan Dept. of Energy NASA NIH Merck Bristol Myers Squibb Boston Children's Hospital Mayo Clinic HCA Healthcare Novartis

About

Saqib
Qureshi

Founder, Jurnea

Striim Director, Customer Success
StreamSets / IBM Head of Customer Success
ThoughtSpot Sr. Customer Success Manager
Accenture Strategy Manager
KPMG / PwC / Oracle Earlier roles

I've spent 25 years in Customer Success and operations — not as a theorist, but as the person building the function while the company was scaling, being acquired, or under PE pressure to hit NRR targets with half the headcount.

I built the CSM/PS split model at StreamSets that became the operating framework after IBM acquired the company. At Striim, I designed the tiered customer journey architecture, the handoff protocols, and the renewal motion from scratch. Before that, I ran enterprise CS at ThoughtSpot across healthcare, financial services, and retail — and spent a decade at Accenture, KPMG, and PwC leading finance transformation engagements for Fortune 500 clients.

I founded Jurnea to productize the methodology — an AI-native customer delivery intelligence platform that makes the customer journey a living operating model, not a static slide deck.

I work with a small number of companies each year. If the problem is real and the timing is right, I'm direct about what I can do and what I can't.

Worth a conversation?

If your CS motion is underbuilt, post-acquisition, or under efficiency pressure — I'd be glad to hear what you're navigating. No pitch. Just a direct exchange.

saqibHQ@gmail.com

Reply to this email — or just send one. I read everything.