Strengthening Client Success and Team Performance in a Mental Health Technology Company
A regional mental health technology company specializing in workplace wellbeing solutions faced an urgent leadership gap in its client success division. As the head of client success prepared to depart, the organization needed a strong, relationship-driven leader to stabilize key accounts, retain contracts, and maintain morale during a period of uncertainty, all amid the heightened mental health challenges of the Covid-19 pandemic.
The Challenge
The company’s client base consisted of major enterprise contracts renewed on six- to twelve-month cycles. With the impending leadership transition, client confidence was at risk. The internal team also struggled with misaligned priorities, spending excessive time on internal fault-finding instead of product innovation and client value creation.
Culturally, the organization lacked relational leadership. The founding team’s approach was results-driven but relationally disconnected, which caused friction, lowered morale, and hindered sustainable client success.
The Solution
Fastlane provided hands-on leadership and operational support through:
Direct client relationship management, including regular in-person engagements in Singapore and event support to strengthen trust.
Team stabilization and morale building, with weekly remote huddles, team meetings, and online social activities to maintain connection and engagement.
Implementation of the 70:30 rule, dedicating 30% of time to operational tasks and 70% to personal growth and empowerment, resulting in stronger performance and ownership.
Delivery of strategic insights, client success tools, and structured communication that enabled clients to demonstrate clear results to their own stakeholders.
These interventions balanced empathy with accountability, allowing the team to deliver consistent performance while preserving mental well-being.
The Results
Under Fastlane’s leadership, the client success division achieved significant improvements in performance, client retention, and team engagement.
Revenue under management increased from $188,803 to $220,122, representing 16.6% total growth.
Annual Recurring Revenue (ARR) rose by 27.9%, reflecting stronger contract renewals and upselling.
Achieved a 97.2% renewal rate with only 2.8% churn, securing multi-year renewals for nearly all key clients.
Maintained an average CSAT score of 4.2/5 and an NPS of 83.3, indicating high client satisfaction and advocacy.
Every client was successfully renewed on two- to three-year contracts, ensuring long-term business stability.
The internal team evolved into a group of high-performing leaders, operating with autonomy, confidence, and accountability.
These outcomes reflected not only commercial growth but also a transformation in leadership culture and client trust — proving that empathetic, structured leadership drives both performance and retention.
Next Steps
This engagement demonstrated Fastlane’s ability to provide stabilizing leadership, client retention strategy, and culture-driven performance improvement in mission-critical environments.
While subsequent organizational and leadership issues later affected the company’s trajectory, the transformation period remains a strong example of how relational leadership, clear communication, and empowerment can drive measurable success in high-pressure industries.