Senior Customer Success leadership, without a full-time hire

If your company needs someone to own retention but isn't ready to hire a VP of Customer Success, that's the gap I fill. I work with B2B SaaS companies as a fractional CS leader: building the retention engine, coaching the team, and reporting the numbers your board asks about.

When companies bring me in

• You have CSMs but nobody leading them.

• Your CS leader left and the search will take months.

• Retention is slipping and nobody can say precisely why.

• The board is asking for gross and net retention and the numbers don't hold up.

• Customer Success is still founder-led and it has stopped scaling.

What I take on

• Renewal and expansion targets, with a forecast leadership can trust.

• A health score that predicts churn instead of describing it after the fact.

• Segmentation and coverage: who gets a named CSM, who gets a programmatic experience, and how many accounts each CSM can really carry.

• Playbooks for onboarding, risk and renewal, written so a new CSM can run them.

• Coaching for CSMs and managers, one to one.

• The CS section of your board deck, starting with the retention numbers that matter.

How it works

Most engagements start with a short diagnostic. I look at your retention data, talk to your CSMs and a few of your customers, and come back with what I would change and in what order. You get that assessment whether or not we keep working together.

From there it usually goes one of two ways. Some companies want me in the leadership seat for an agreed amount of time each month, running the team and the numbers. Others want one thing built properly: a health score, a segmentation model, a set of playbooks. Engagements are scoped to each company, so the first conversation is about what your team actually needs.

Who you would be working with

I have led Customer Success teams in B2B SaaS for more than a decade, including organizations with managers and more than 25 CSMs across the US and UK. I have owned renewal and expansion targets, built a career ladder for more than 60 people, and presented CS numbers to executives and boards. I write about how I do the work on the blog, so you can see how I think before you contact me.

Common questions

Is this consulting or an interim leadership role? Either. Some companies want an advisor for their existing leader. Others want someone to hold the CS seat until they hire.

How much of your time does it take? We agree that up front, based on what the work needs and what your team can absorb.

Do you work with early-stage companies? Yes, as long as you have customers to retain and someone who can act on what we decide.

What if we just need a second opinion? That is a fair place to start, and a short conversation usually makes it clear whether there is more to do.

Start with a conversation

Tell me what is happening with your team and I will tell you honestly whether I am the right person to help. Get in touch.