CX Operations & Customer Success Consulting — SaaS & PropTech
The gap between a good team and a high-performing one is almost always operational. We close it.
The only CX consultant who’s already built what she’s fixing.
Building the systems behind the scale.
The gap
If your customer success team is working hard but retention isn’t moving, that’s an operations problem. If onboarding takes longer than it should and nobody can say exactly why, that’s a systems problem. Both are fixable. That’s what Praxium Works does.
Founded by
Kim Jones Walton
I’ve spent nearly two decades inside the organizations I now consult for — in SaaS and PropTech, where operational dysfunction is expensive, retention is everything, and the margin for error is thin.
Kim Jones Walton
Nearly two decades at the intersection of people, process, and product.
I’ve built and led the very functions I now consult on — Customer Onboarding, Training, Support, and Customer Success — inside some of the most operationally complex companies in SaaS and PropTech/Multifamily.
Praxium Works exists because the operational gaps I kept seeing inside organizations don’t fix themselves — and I’ve spent enough time on the inside to know exactly where they hide and how to close them. This is the work I’ve always done. Now I do it for more than one company at a time.
Start a ConversationAlignment is just consistency repeating.
Kim Jones Walton ◆ Founder & CEO, Praxium Works
Every engagement is different.
The commitment is always the same.
CX Operations
We build the operational infrastructure that makes your post-sale function in SaaS and PropTech run consistently, not just occasionally. Audit, redesign, align, execute.
Let’s talk about your operationCustomer & Client Success
We design the success infrastructure that turns Multifamily and SaaS customers into committed, expanding partners. Retention becomes a byproduct of great execution.
Let’s talk about your customersExpansion
We build the multi-stakeholder buy-in that makes expansion feel inevitable rather than forced. One cheerleader isn’t a strategy. A squad is.
Let’s talk about your growth
We don’t advise from a distance. We build from the inside out.
Most SaaS and PropTech companies think they have a CX problem when what they actually have is a systems problem. The team is capable. The playbooks exist somewhere. But between the plan and the execution, consistency falls apart.
Praxium Works gets into the operation with you — maps what’s actually happening versus what’s supposed to be, finds the gaps costing you retention and revenue, and builds the infrastructure that closes them. You don’t walk away with recommendations. You walk away with a functioning operation.
Learn more about this approach
Strategy. Mapping what’s actually happening against what’s supposed to be.
Partnership. Every engagement is a working relationship, not a delivery.
Execution. The infrastructure that closes the gap between plan and performance.
Average reduction in onboarding time after process redesign for a 200-seat PropTech organization
Expansion velocity increase after multi-stakeholder buy-in framework deployed across a SaaS customer portfolio
Typical time from engagement start to a functioning, team-adopted CX Operations system
What does a CX Operations consultant actually do?
What is CX Operations consulting?
CX Operations consulting focuses on the systems, processes, and workflows that determine how well a company’s post-sale function actually performs. A CX Operations consultant diagnoses operational gaps — in onboarding, training, support, or customer success — and builds the infrastructure to close them, so teams can execute consistently rather than heroically.
Who does Praxium Works work with?
Praxium Works primarily serves SaaS companies and PropTech/Multifamily organizations that have a capable customer-facing team but are experiencing inconsistent retention, slow onboarding, or stalled expansion. Engagements are scoped for companies that are ready to build, not just advise.
What does an engagement look like?
Every engagement begins with a diagnostic phase to map what’s actually happening versus what’s supposed to be happening. From there, Praxium Works designs and implements the operational infrastructure — process documentation, workflow architecture, team frameworks, and adoption playbooks — that closes the gaps. Engagements are built to outlast the consulting relationship.
How do I start a conversation?
Connect directly on LinkedIn. We respond within 24 hours and will schedule a 30-minute discovery call to determine whether the engagement is a fit.
Ready to close the gap between your team and the operation they deserve?
Start a ConversationWe respond within 24 hours and will schedule a 30-minute discovery call.