Now accepting new clients · Q2 2026

Scale CS without
scaling headcount.

LCG builds AI-powered Customer Success systems for SaaS companies — letting a team of 2–3 do the work of 10. We audit your CS infrastructure, build the AI workflows, and partner with you to scale retention.

Book a Free Discovery Call → See how it works →
CS AI Health Dashboard
AI-Powered
94%
Retention
↑ +8%
118
NRR
↑ +12pts
4.8
CSAT
↑ +0.6
Onboarding Completion87%
Health Score: Healthy71%
Acme SaaS
Score: 92 · Healthy
TechFlow Inc
Score: 61 · Watch
BuildBase
Score: 88 · Healthy
DataPulse
Score: 34 · At Risk
Time to Value
14 days
↓ from 45 days
Churn Prevented
$240K ARR
This quarter
25+
Years CS Leadership
$1B+
ARR Managed
60
Day CS Build Program
4
Enterprise SaaS Companies
CS Leadership from
25+ years CS leadership Series A–C SaaS AI-powered systems
Built for Series A/B SaaS companies · $3M–$50M ARR
🤖
80%
Of manual CSM tasks can be automated with AI workflows
⚡
2–3 ppl
Can do the work of 10 with the right AI-powered CS systems
📉
40%
Average churn reduction with proactive AI risk detection
📈
6
Pillars evaluated in the CSOS framework incl. AI readiness
Audit. Build. Partner.

Three ways to transform your CS operations

A clear progression — diagnose the gaps, build the system, then scale it with ongoing AI-powered leadership. Each engagement is designed to stand alone or lead directly into the next.

Most clients recover 1–2x the cost of this engagement from a single saved renewal.

Start Here

CSOS Audit

A 2–3 week diagnostic across 6 pillars of your CS operating system. We identify where AI can replace manual work — and deploy one working automation during the engagement.

$7,500 · 2–3 weeks
  • CS Maturity Scorecard (6 pillars, 1–5)
  • Churn Risk Analysis with revenue impact
  • Automation Opportunity Map
  • One working AI automation deployed
  • 90-Day Improvement Roadmap
  • Executive Readout presentation
Learn more →

CSOS Build

The complete CS operating system — built and automated. We design the playbooks, health scoring, and engagement architecture, then deploy AI workflows that make the system run without manual effort.

$15,000 – $25,000 · 6–8 weeks
  • Full CS playbook library (30+ templates)
  • Health scoring framework + AI-powered alerts
  • Onboarding track with TTV milestones
  • 3–5 custom AI-powered CS workflows
  • Risk detection and escalation automation
  • Renewal motion design + forecasting automation
Learn more →

CSOS Partner

Continuous AI automation development plus embedded CS leadership. We keep building, optimizing, and expanding your AI systems while providing the strategic CS guidance to grow NRR month over month.

$8,000 – $12,000/month · Ongoing
  • Fractional CS leadership and strategy
  • Continuous AI workflow development
  • System maintenance and optimization
  • Churn reduction initiatives
  • CSM org design and coaching
  • Executive reporting
Learn more →
The LCG Process

From diagnosis to AI-powered scale

We don't just tell you what's broken — we build the AI systems that fix it.

1

Discovery Call

We assess your current CS state — team, tools, churn signals, and AI readiness. Free, no commitment.

2

CSOS Audit

6-pillar diagnostic of your CS infrastructure. We identify every opportunity where AI can replace manual work.

3

CSOS Build

We build the complete CS operating system — playbooks, health scoring, engagement architecture — and deploy the AI workflows that automate it. Foundation and automation in one engagement.

4

CSOS Partner

Continuous AI workflow development, system optimization, and fractional CS leadership — embedded in your business as you scale.

Troy Lauer
Troy Lauer
Founder & CS AI Systems Builder
25+ year CS veteran and AI operator. Built and led Customer Success organizations across high-growth SaaS companies — from early-stage to enterprise. Now designing and implementing AI-powered CS systems for the next generation of SaaS companies.
📍 Boston, MA 25+ Yrs CS AI Systems Builder
About Troy

25 years of CS expertise meets AI-powered automation.

I've spent 25 years in Customer Success — as an IC, a people manager, and an executive — at some of the most demanding SaaS companies in the industry. I've built CS programs from scratch, inherited broken ones, led teams through hypergrowth, and navigated post-acquisition chaos.

But here's what changed: AI has made it possible for a CS team of 2–3 to operate like a team of 10. Most companies know they need AI but don't know where to start in their post-sales motion. That's exactly where I live — at the intersection of deep CS expertise and AI implementation.

I don't just write playbooks. I build the AI-powered systems that make those playbooks execute themselves — health scoring, risk alerts, engagement automation, and intelligent workflows that catch churn before it happens.

25+ years CS leadership Series A–C SaaS AI systems builder
Free Assessment

How AI-ready is your CS function?

5 questions. 3 minutes. Get your CS AI Readiness Score and a personalized recommendation.

CS AI Readiness Assessment by LCG
5 Questions · Instant Score · Free
Used by SaaS founders and operators to diagnose CS gaps and identify AI automation opportunities.
Question 1 of 5How would you describe your current customer onboarding process?
Question 2 of 5How do you identify customers who are at risk of churning?
Question 3 of 5How do you handle CS metrics and reporting?
Question 4 of 5How does your CS team drive expansion revenue?
Question 5 of 5How mature is your CS team structure today?
Let's Talk

Ready to scale CS without scaling headcount?

Book a free 20-minute discovery call. We'll look at where AI can transform your CS operations — and whether LCG is the right partner to build it.

Book a Free Discovery Call → Send an Email

No commitment. No sales pressure. Just a straight conversation about your CS challenges.

Free tools — try before you call

Know your numbers before the call.

Two free tools to help you understand your churn exposure and CS maturity — no signup required.

CS Maturity Self-Score
Score your CS operation in 60 seconds
Rate your 6 CSOS pillars and get an AI-generated risk brief showing your highest-risk gaps.
Churn Cost Calculator
See what churn is actually costing you
Enter your ARR and churn rate. See your exposure and what a 1% retention improvement is worth.