Results · Certainly
Certainly: a turnaround, then €1.51M in new recurring revenue
How we helped Certainly, an AI customer service platform, through a turnaround. We saved the at-risk renewals, then closed €1.51M in net-new ARR through complex, consultative sales.
About Certainly
Certainly is an AI platform for customer service teams. Its AI agents handle customer conversations for online shops, retailers and service businesses, helping them grow without hiring more support staff.
The situation
Sachin joined Certainly as its first sales hire on the ground in the UK, then stayed through a turnaround and a change of ownership, finishing as the company’s main closer with a CRO mandate. During the turnaround the priority was simple: stop losing customers, then start winning new ones again.
This was not a plug-and-play product. Certainly’s AI had to fit how each customer actually worked, so every sale was a complex, consultative one with several people involved on the buying side.
What we did
1. Built the market from zero
Sachin built the outbound engine from nothing. In 12 months it produced €8.1M in qualified pipeline across 180 opportunities in the US and Europe, against a €5M target. The prospecting sequences and messaging became the company standard.
2. Kept the customers through the turnaround
After the change of ownership, 10 renewals worth €355,930 were at risk. We rebuilt onboarding, customer health scoring, quarterly business reviews and the churn playbook, and the customer base held.
3. Ran the revenue function
Under a CRO mandate, Sachin owned the P&L, budgeting and forecasting, and ran revenue operations, onboarding and customer success, while still carrying a quota as the company’s main closer.
4. Won new business the consultative way
Every deal started with multi-stakeholder discovery, qualified with MEDDIC, to find the economic buyer and build champions. For each prospect we worked out how their business ran, then shaped the solution around it. On the largest deal, €142,000, Sachin scoped the API integrations and configured the trial himself.
The result was €1.51M in net-new ARR over three years at 101% of a quota that grew 125%, plus €286,000 in expansion from existing accounts. New customers included a global ticketing leader and enterprise accounts in gaming, entertainment, international finance and premium consumer goods.
5. A website that sells
Along the way we rebuilt the whole website in 7 days, with a clear homepage, a demo page, an integrations hub and the basics Google and AI tools need. Within 48 hours of launch it had 8,470 impressions in Google search and clicks had grown by 225%.
What this means for your SaaS business
Most SaaS businesses under €2M ARR don’t need a bigger strategy. They need to keep the customers they have, build a sales process that doesn’t depend on the founder, and have the tools to run it. That is what we do.
Book a free revenue review and we’ll show you where your revenue is leaking.