Is it time to outsource customer success? Your Customer Success team might be drowning, and throwing more people at the problem isn’t working. Or, your SaaS business may not have scaled enough yet to hire a full-time team internally, but you know you need someone who knows everything about retaining customers.
If you’re a growing tech company caught between having too many customers for manual management but not enough revenue to justify building a full CS department, you’re not alone. 58.4% of companies cite “Scaling Customer Success” as their second biggest challenge in 2024, according to the latest Customer Success Trends Report (2025)
The Customer Success Crisis is Real
Here’s the weird and uncomfortable truth: traditional approaches to scaling Customer Success are failing. 75% of software companies saw net revenue retention rates decrease despite increasing customer success spending, reveals Bain & Company’s 2024 Technology Report.
Meanwhile, 83% of CSMs still rely on basic tools like Excel for their daily work, and 77% of CS teams say scaling remains their biggest operational challenge. This shocks us all, but we understand how this can happen…. scaling is hard.
When systems are fragile, churn is usually the first thing to spike. In many cases, companies don’t need more tools — they need clarity on which actions actually reduce churn fast before scaling further.
Your customers could be falling through cracks, churn rates aren’t improving, and your CSMs (if you have them) are burning out trying to manage impossible workloads. 18% of CSMs report their workload has doubled due to restructuring and layoffs – a recipe for failure.
And in most cases, the real issue isn’t effort – it’s the lack of a structured retention strategy guiding onboarding, adoption, and expansion in a predictable way.
Why Customer Success Outsourcing Works
Smart SaaS leaders are discovering a better way: outsource Customer Success to a dedicated BPO (Business Process Outsourcing) provider. Instead of the endless cycle of hiring, training, supporting, and then losing CSMs, you get immediate access to proven retention expertise, often cheaper than if you hired a full-time experienced CSM internally. You might be a SaaS leader who now has a meaningful number of customers but is not yet ready to create and build a team. That’s where outsourcing makes sense.
But not all outsourcing destinations are created equal.
Ireland: Europe’s Customer Success Powerhouse
Ireland has emerged as the premium destination for Customer Success BPO services, and the advantages are compelling:
- 25% cost savings compared to US operations
- Native English speakers in the EU timezone coverage
- 12.5% corporate tax rate versus 39% in the US
- World-class talent pool – home to Google, Facebook, Anthropic, Notion, and LinkedIn’s European operations.
Why Loyalty?
Loyalty’s Customer Success Managers bring enterprise-level retention frameworks to growing companies at startup speed. No weeks of onboarding or training teams at your expense, our CSMs are pros ready to go. You get systematic churn prevention, expansion revenue optimisation, KPI’s set and dedicated CSMs who actually understand subscription business models – not just relationship management and definitely not just customer support reps.
The Results Speak for Themselves
Companies using Customer Success BPO services typically see:
- 21% average churn reduction within 90 days
- 30% increase in expansion revenue
- Zero hiring headaches or training cycles
- Complete elimination of CS operational stress
Stop Losing Customers You Worked Hard to Acquire
The scaling gap is killing your growth. While you’re struggling with internal CS chaos, your competitors are likely reducing churn and expanding accounts with expert teams. Don’t get left behind.
