Three ways to work together.
Diagnose what's leaking, build the function, or bring in ongoing leadership. Every engagement ends the same way: a customer success function that runs without me.
CS Diagnostic
- For
- Founders and CEOs who suspect churn, onboarding or expansion is leaking revenue but can't pinpoint why.
- What I do
- Review your customer data, contracts and support history. Interview customers and internal teams. Assess your tooling and the handoff from sales.
- You get
- A written findings report, churn and retention analysis, a prioritized 90-day roadmap, and a recommended team structure.
- Outcome
- A clear plan, whether you execute it yourself or engage me to build it.
CS Build
- For
- Companies with a plan or diagnosis who need the function stood up fast.
- What I do
- Design onboarding, customer segmentation, health scoring, renewal and expansion playbooks, and reporting. Configure your CS stack. Train your team as we go.
- You get
- Documented processes, dashboards, templates, and a team that knows how to run them.
- Outcome
- Faster time-to-value, lower churn, and a renewal forecast you can trust.
- Investment
- Monthly or fixed project fee, with defined milestones.
Fractional CS Executive
- For
- Companies that have the basics but need experienced leadership and coaching.
- What I do
- Own CS strategy and metrics, manage or coach your CSMs, join executive and board reporting, and lead key renewals and escalations.
- You get
- A CS leader on your team at a fraction of the cost, with a clear path to a full-time hire when you're ready.
- Outcome
- Consistent retention, a strong team, and no gap in leadership.
- Terms
- Three-month minimum.
Hire & Train
- What I do
- Job descriptions, interview design, candidate evaluation, and onboarding for your first CSM or CS leader.
Not sure where to start? Most clients begin with the CS Diagnostic. It shows exactly where revenue is leaking and what to fix first.
Book an intro callHow it works
- 1
Intro call
30 minutes to understand your customers, team and goals.
- 2
Proposal
The right engagement, scoped with outcomes, milestones and a clear fee.
- 3
Kickoff
I dig into your data, meet your team, and deliver early wins in the first 30 days.
- 4
Handoff
Documented playbooks, a trained team and, when you're ready, help hiring a full-time leader.
Frequently asked questions
What is a fractional Customer Success executive?
A senior CS leader who works with your company part-time, owning strategy, metrics and team leadership for a fraction of the cost of a full-time executive.
When should a SaaS company hire a fractional CS executive?
When customers are signing but onboarding is inconsistent, churn is creeping up, or nobody owns the post-sale experience, and you're not ready for a $250K+ full-time hire.
Which engagement should we start with?
Most companies start with the CS Diagnostic. If you already know what's broken, start with the CS Build. If the basics are in place and you need leadership, start with the Fractional CS Executive retainer.
How much does it cost?
The CS Diagnostic is $10,000, fixed. The Fractional CS Executive retainer is $8,000 per month with a three-month minimum. Hire & Train is a $5,000 flat fee. The CS Build is scoped to each company, with defined milestones.
What size companies do you work with?
Growth-stage B2B SaaS companies, typically [$2M to $30M] in ARR.
Can you help us hire our first CSM or CS leader?
Yes. The Hire & Train add-on covers job descriptions, interview design, candidate evaluation and onboarding, for a $5,000 flat fee.
What happens when the engagement ends?
You keep the documented processes, dashboards and templates, and a team trained to run them. Many clients go on to hire a full-time leader, and I can help with that search.
Do you work remotely?
Yes. I'm based in Kansas City and work with clients anywhere, with on-site visits as needed.
Let's find what's leaking.
A 30-minute call to hear where you are and which engagement, if any, makes sense.