Help Your Customer Success
Hire Succeed

Follow the Signal

Your first customer success hire has two hard jobs: serve customers today and build the systems for tomorrow. I make sure they succeed at both, fast.With 15+ years leading CS/Sales at Dutchie, HomeLight, and Yelp, and hiring/onboarding 100+ high-performing CSMs, I know how to turn a first hire into a growth engine.The result: a confident, high-performing CS hire, lightweight systems that actually work, and more time for you to grow the rest of the business.

Which Boat are you in?
Need an oar?

Who We Help:

  • You’re a pre-seed to Series A founder about to make your first CS hire, but you’re not sure exactly what to look for.

  • You just hired your first CS rep/lead and want them producing wins in weeks, not months.

  • You need lightweight CS systems: VoC, risk paths, early health signals, that actually get used.

  • You want founder visibility without hiring a full-time VP of CS.

  • You can’t afford to get this first hire wrong, and you don’t have months to experiment.

Do any of these sound like you? If so, we should chat.

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Meet Your CS Hire’s New Best Friend

Steve Mason

I’ve spent 15+ years leading high-performing B2B SaaS teams from scrappy beginnings to hypergrowth, taking companies from $0 to $300M+ in revenue.I’ve helped brands like Dutchie, Yelp, and HomeLight grow by building top-performing CS/Sales teams, launching customer-first programs, and turning data into action.After seeing too many first CS hires thrown into the deep end with little support, I started Signal Consulting to help founders make those hires a success story, fast. My focus: clarity, structure, and lightweight systems that scale.When I’m not untangling chaos, I’m coaching youth baseball and basketball. Add a mustache, and you’ve basically got the Nashville Ted Lasso.

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Our Approach

GETTING YOUR FIRST CS HIRE WINNING FAST

Every early stage company is different. Your first CS hire’s background, your current customer base, and your time constraints are all unique. My job is to cut through the noise and focus on what actually moves the needle for both your hire and your customers.

We ask

WE LISTEN FIRST

We start with a candid conversation with you and your CS hire. No slides. No fluff. Just clarity on what is working, what is not, and where you need them delivering value in the next 30 to 60 days.

We suggest

WE MAP A PLAN

From there, we design a simple, founder friendly plan: weekly 1:1s with your hire, bi-weekly check-ins with you, and lightweight systems like VoC capture, risk paths, and early health signals. Where helpful, I also use AI tools to speed up call summaries, customer signal tracking, or template drafting so you get results faster without extra noise. Enough structure to create wins, not bureaucracy.

How can we help?

What services are we actually talkin' here?

Skip the slides. Skip the noise.
We get your CS hire moving and producing from day one.

Ramp Package

Who it’s for: Founders who just hired their first CS lead and want them productive in weeks, not months.Commitment: 1, 3, or 6 monthsIncludes: Weekly 1:1s with your CS hire, biweekly syncs with you, ongoing coaching, ad hoc support, and process creation.Outcome: A confident, productive CS leader with the systems and rhythms to scale.Add-On: Full-service CS hire search & selection

Systems Sprint

Who it’s for: Founders with a CS hire in place but without core processes running smoothly.Commitment: 10-12 weeksIncludes: Voice of Customer capture, risk paths, early health signals, and internal rhythms — all tailored to your business.Outcome: Lightweight, scalable systems ready to run without adding complexity.Add-On: Full-service audit and gap analysis of systems, tools, and processes

Fractional Support

Who it’s for: Founders who need acting CS leadership while a hire ramps or during a search.Commitment: 1, 3, or 6 monthsIncludes: Running all core CS rhythms, leading team meetings, handling escalations, and setting up long-term structure.Outcome: No gap in leadership and no lost time with customers.

General Advisement

Not seeing your exact need above? I also work with founders and GTM leaders on a flexible, hourly basis. Perfect for one-off strategy sessions, sounding-board calls, or quick input on high-stakes decisions.

Don't just take my word for it.
Here’s what some awesome people I’ve worked with have to say.

Yuliya Orlova
SVP, CX & Ops @ Dutchie

Steve was instrumental in building and scaling Customer Success at Dutchie. He combined customer empathy with operational rigor, focusing on a sustainable cost-to-serve model. His clarity and structure made a significant impact during rapid growth, helping us scale while keeping both customers and the business in mind.

Daphne Funston
Product @ Day AI

Steve was a trusted partner in aligning Product and Customer Success at Dutchie. He brought clear customer insights to the table, helping us prioritize features that delivered the most impact. His ability to connect strategy with execution made our cross-functional work faster, smoother, and more effective.
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Devon Wright
Co-Founder and CEO
@ Lumo

Steve gives a damn about the customer in a way that levels up every single team. His people loved working for him and with him, and it showed in the results
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Enies Burton
VP, New Ventures @ Hansen

Working for Steve at both Yelp and Dutchie accelerated my growth as a leader. He’s the rare senior leader who gives you the clarity to act, the trust to own your decisions, and the challenge to think beyond the numbers. Under his guidance, I learned to balance empathy with accountability and to think strategically in all directions, always keeping in mind what’s best for the business from both a results and a humanity perspective. My skills, confidence, and impact all grew under his leadership.

Vanessa Famulener
President @ HomeLight

Steve’s infectious energy and drive made him a joy to work with. He always brought positivity to the team and ensured every project was seen through to the finish line with excellence.this is filler
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Mike Kehrli
VP Sales @ AirGarage

The relationship between sales and client success is critical for growth in early-stage scale-ups. Steve fostered collaboration from the leadership level down to individual contributors, ensuring incentives were aligned across pre- and post-sale teams. He operationalized a process that added value across the entire customer journey.this is filler
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Let's book that call

Or just keep it like a middle school year book and K.I.T.

Wait! Before you go...

Meet Arlo.

She'll join some zooms if we work together... deal?

Helping Nashville Business Owners Cut Through the Noise and Grow with Confidence

Nice to meet you!

I'm Steve.

I’ve helped companies big and small get unstuck, grow smarter, and lead more effectively, saving them time, money, and headaches in the process.I can help you:
• Align your team
• Fix what’s unclear or chaotic
• Set up systems that save time and cut wasted effort
• Navigate tough conversations
• Grow with intention
• Make confident decisionsIf any of that resonates, let's chat! Click the link below to book a call.

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Let's chat!

Or just keep it like a middle school year book and K.I.T.