Fractional CS leadership · B2B SaaS
Fractional Customer Success leadership for B2B SaaS.
Senior CS operator embedded with PE-backed and growth-stage software companies — installing, rebuilding, and scaling the CS organizations that turn retention into expansion revenue.
Selected outcomes
Selected outcomes
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125%
ARR attainment at CloudHealth (VMware) — global CS leadership across AMER, LATAM, APJ.
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40+
Person global CS org supporting $200M+ ARR at Acquia — scaled from the ground up over seven years.
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20% → 7%
Gross churn in a single year at FileWave — rebuilt the global CS and AM operating model.
Built and led Customer Success at Acquia · CloudHealth (VMware) · FileWave.
Three engagements
One foot-in-the-door product, one fractional seat, and projects when you know what's broken.
01 / Diagnostic
CS Diagnostic
Interview team and customers, audit metrics, deliver a written assessment and 90-day action plan.
02 / Fractional
Fractional VP Customer Success
Embedded leadership. Owns NRR, gross retention, team performance.
03 / Project
Project-Based
Fixed-scope deliverables. Health scoring, QBR rollout, comp plan, pre-fundraise prep.
The approach
A senior operator's practice — not a marketing agency, not a thought-leadership farm, not a SaaS startup.
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01
Numbers first.
Anecdotes second. Opinions third — and only when asked. Every recommendation traces to a metric you can audit.
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02
Retention is a system.
Not a slogan, not a sentiment. Health scoring, QBR cadence, expansion plays, comp design — built to your stage, not a template.
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03
Hand the seat back.
The fractional VP exists to make itself unnecessary. Engagements end when the full-time successor is hired, onboarded, and forecasting on their own.
What's next
Thirty minutes is enough to know whether this is the right fit.
A short call — no slides, no pitch deck. Tell me where the CS org is breaking. I'll tell you which of the three engagements applies, or that none of them do.
Book a 30-minute call