Fractional Customer Success Leadership

Businesses face customer churn from missed outcomes and misperceived value. We design, build, and execute Customer Success motions to improve retention and expansion — all at a fraction of an FTE’s cost.

I help you operate your business more effectively so you can grow faster, experience fewer bumps, and enjoy more of the parts you love.

SaaS companies want to succeed with smooth metrics and KPIs that dazzle investors and owners (read: up and to the right). Unfortunately, churn and customer satisfaction lead to leaky buckets, negatively driving down the company’s valuation and annual run rate. This highlights questions of viability and multiples. We’ve seen great and poor multiples, good and bad customer experiences, and we have created predictable and better outcomes — for customers and companies alike.

Your problem isn’t that you have churn and need to fix it — that is the symptom. The problem lies deeper.

I want to see SaaS companies to succeed. I’ve been in SaaS Customer Success for 10+ years and have helped many companies growth their retention (gross and net), customer satisfaction, refine their strategies, and grow their leaders of today and tomorrow.

Call for a free consultation. Your customers will be better off, leader to faster growth and lower churn for you. This makes your business more valuable. Don’t allow churn and poor predictability to worsen — get ahead today so you can see measurable results.

We have helped SaaS companies with…

Coaching CS Ops CS Leaders

As professionals, we need guidance and insight. It gets lonelier at the top. That coaching hour means we’re not alone and those questions can be won.

CS Operations: establish rigor

Data quality, weak processes, poor documentation, and “How was that built, again?” create daily slowdowns for the entire team. Avoid this and scale your company by adopting a rigorous approach.

CS Strategy

Even when we know what we want, we often lack capacity or need that second or third opinion. Effective strategies require rigorous processes and clear training. (Strategies include: pooled CSM, onboarding, DCS, sales-to-CS handoffs, playbooks, etc.).

Customer Success Design

What is the most appropriate CS framework for us? What’s the optimal role design? How should renewals work? What about Onboarding? Create a robust, predictable, and repeatable customer outcomes delivery workflow.

CS metric and KPI design, implementation, and target-setting

Top level metrics (NRR and GRR) are touted, but what’s appropriate for my company? What are the leading indicators to get to a healthy NRR/GRR? We must implement and set clear, effective targets.

Tool procurement, design, implementation

There’s no ready-made software packaging or a one-size-fits-all solution. Decisions today have lasting consequences for years. Without a guide, we stumble and make costly, burdensome mistakes.

Contact Us

Let’s talk. Schedule a free consultation call to review your needs. I will be honest if I can help you, or I can refer you to someone else because this is about your success.