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Stealth is a retention marketing consultancy that uses innovative research strategies to quickly uncover hidden growth opportunities for B2B SaaS businesses. Unlike other SaaS marketing consultancies, Stealth uses Customer Success insights to drastically reduce the time it takes to find meaningful answers to the following questions:

  1. “How do I minimize the likelihood of churn?”
  2. “How do I minimize the time it takes for customers to get value from the product?”

We use these insights to help our clients attract and retain customers who are more likely to continue buying over time.

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Some of our clients use the insights we deliver to reduce churn by full percentage points, on a quarterly basis. Our insights help them rapidly improve the effectiveness of messaging in their marketing copy, onboarding messaging, documentation, lifecycle emails, in-app messages, support conversations, and even customer development call scripts.

Our clients don’t want to wait another quarter (or year) to make sure they’re saying the right things to the right people. Traditional agencies can take 90+ days of complicated, disruptive work to identify messaging hooks. Stealth’s lean, subtractive approach shrinks the delivery timeline from months to a few weeks (or less).

We also deliver these insights at a fraction of the cost required to employ a VP of Customer Success.

The mission:

Stealth’s mission can be summed up as follows: we exist to help your customers feel like you can read their minds.

Customers who feel like you understand and care about what matters to them are more likely to keep buying.

Stealth sells a few services to support this mission.

The services:

* Scout: Discover the language your customers use to explain what they’re trying to accomplish.

Who is this for?
B2B SaaS businesses who need to avoid wasting resources on ineffective marketing and Customer Success projects, but aren’t quite sure where to start.

What are the key outcomes?
1. Minimize the time it takes to identify churn drivers in your messaging.
2. Minimize the likelihood of carrying unnecessary churn risk.
3. Minimize the likelihood of missing out on retention growth opportunities.

What is the Scout service?
Customers hire your SaaS product to get a job done. They need your support to produce meaningful outcomes for their businesses. If you and your customers aren’t completely on the same page about what they’re trying to accomplish, a significant source of churn risk exists. In fact, a disparity in expectations between the customer and the product can pose an existential threat to the business.

As such, Scout is a risk mitigation service. We’ll get everything you know about your customers out of your head, and into writing. We’ll analyze what we discover, then deliver our insights as a report. These reports help our clients answer a mission-critical question: “are we in agreement with our customers about what they need from us?”

Our clients tell us the insights we provide in the reports are “incredibly valuable”, and that our discovery process is both “cathartic, and enlightening”. -$1,000. Get more details about Scout.


* Observe: Turn customer language into insights for product, marketing, sales, and Customer Success.

Who is this for?
B2B SaaS businesses who need to make sure they’re building the right thing for the right people, but don’t know where to start.

What are the key outcomes?
1. Minimize the time it takes to identify churn drivers in your messaging.
2. Minimize the likelihood of carrying unnecessary churn risk.
3. Minimize the likelihood of missing out on retention growth opportunities.
4. Minimize the likelihood of failing to identify unmet customer needs.
5. Minimize the likelihood of wasting resources on the wrong features.

What is the Observe service?
Observe is similar to the Scout service, except with more focus on identifying unmet customer needs. Our clients want to start messaging their customers more systematically, and with greater accuracy. Not only that, but they want to make sure the product itself lives up to the expectations set by their messaging.

Observe is a deep dive into what your customers are trying to accomplish. You know your customers better than anybody, so we’ll interview you to extract key customer intelligence. In addition, we’ll interview your Customer Success team to discover customer needs at an even greater depth.

Our clients use these insights to quickly understand which customer needs are most valuable, and which are underserved. This helps them improve messaging throughout the funnel, which can:

  1. increase average revenue per user (ARPU) by 60%
  2. improve self-service to reduce support loads by 30%
  3. improve the conversion quality of marketing emails by 200%
  4. double the rate of key account renewals
  5. triple the likelihood of salvaging at-risk accounts
  6. reduce time to first-value by 75% or more

-$3,500. Contact us for more details about Observe.


* Engage: Ongoing messaging experiments designed to minimize the likelihood of churn.

Who is this for?
B2B SaaS businesses who want a trusted advisor to help them identify and capitalize on retention growth opportunities on an ongoing basis.

What are the key outcomes?
1. Minimize the time it takes to identify churn drivers in your messaging.
2. Minimize the likelihood of carrying unnecessary churn risk.
3. Minimize the likelihood of missing out on retention growth opportunities.
4. Minimize the likelihood of failing to identify unmet customer needs.
5. Minimize the likelihood of wasting resources on the wrong features.
6. Minimize the time it takes to figure out which internal projects will yield the most customer value.
7. Minimize the time it takes to discover new market opportunities.

What is the Engage service?
Marketing for retention is an iterative, experimental process. Without systematic testing and revision, some customer needs will continue to be unknown – and therefore, underserved.

Engage is a monthly service designed to help B2B SaaS businesses incrementally reduce churn risk factors, and improve retention growth over time. The monthly engagement gives us the time to adjust our strategy as new customer insights emerge.

We’ll be the trusted advisor you need to make sure customer retention best-practices are built into your messaging strategy.

If you’re committed to consistently reducing churn risk, and want a trusted advisor to help make sure you’re messaging the right things to the right people at the right time, then Engage might be for you.
-$5,000 upfront + $3,500 monthly. Contact us for more details about Engage.


Education:

Stealth also teaches businesses how to better understand their entire customer lifecycle, which empowers them to rapidly improve their acquisition, support, and retention practices. People we look up to tell us our writing is “insightful, humorous, and wise” – which we find both flattering, and nerve-wracking.

* Marketing for Retention: How To Position Your SaaS Business For Customer Success

We’re writing a brief, but potent book containing maxims of retention marketing strategy for B2B SaaS. The goal is to help teams mitigate risk in their businesses by making sure they’re building the right things for the right people.

-$??? Get more details about Marketing for Retention.


* Field Notes

We learn a ton from the work we do, and we love helping our friends and colleagues think more strategically about their businesses. Every sometimes, we write up the most valuable lessons we’ve learned, and email them to our closest people.

The observations, SaaS intel, and thought experiments we publish are currently available to SaaS professionals and friends of Stealth.

Click here to request an invite to Stealth’s Field Notes.