How long is a CS Diagnostic?

Two to four weeks. Interviews with the team and a representative slice of customers, an audit of the metrics that already exist, and a written assessment paired with a 90-day action plan. Kickoff to delivered document is one calendar month at the outside.

How is the Fractional VP different from an advisor or coach?

The fractional VP owns NRR, gross retention, and team performance — the same KPIs a full-time VP would carry. An advisor opines from the outside; a coach develops the leader. The fractional VP sits in the seat, runs the cadence, and the engagement ends when the full-time successor is hired and forecasting on their own.

What does the Diagnostic deliverable look like?

A written assessment — not a slide deck — covering team structure, metrics, customer signal, and the gaps between current state and the operating model the company actually needs. Paired with a 90-day action plan, sequenced and owned. Read-through is one sitting; the plan is what gets executed.

Do you work with non-SaaS companies?

The fractional and diagnostic engagements are scoped specifically to B2B SaaS — the metrics, motions, and operating cadences are SaaS-native. Selectively, Executive Advisory engagements outside SaaS are possible when the underlying retention and expansion question maps cleanly.

How quickly can an engagement start?

The diagnostic and project engagements typically start within two weeks of a signed SOW. The fractional VP role takes a 30-minute scoping call, a written engagement letter, and a kickoff inside two weeks — fast enough to be useful before the next board cycle.

Engagements

Three ways in. One foot-in-the-door product, one fractional seat, and projects when the scope is known.

Every engagement starts with the same conversation — thirty minutes, no slides. The path forks from there based on what the CS org actually needs, not what's easiest to sell.

01 / Diagnostic

CS Diagnostic

Discuss this engagement

Timeline: 2–4 weeks
Investment: $10K–$15K fixed

A foot-in-the-door product. Two to four weeks of senior operator attention — interviews with the CS team, three to five customers, and the executive sponsors. Numbers audited. A written assessment lands in your inbox with a 90-day action plan, sized to your stage. No standing meetings, no slides for the sake of slides.

Deliverables

Written diagnostic — 12–20 pages, opinionated
Customer-interview synthesis with verbatim quotes
Metric audit — NRR, GRR, time-to-value, health scores
90-day action plan, sequenced and owner-assigned
60-minute readout with the executive team

02 / Fractional

Fractional VP Customer Success

Discuss this engagement

Timeline: 3–6 month minimum
Investment: $15K–$22K / month

Senior CS leadership where the team needs it — without the equity vesting schedule, without the offer-letter negotiation, without the six-week ramp. Fifteen to twenty hours per week, in the trenches with your team. Owns the number — NRR, gross retention, expansion bookings — and the people. Not a coach, not an advisor. The VP, on a fractional clock, until the right full-time hire is ready.

Deliverables

Weekly executive standing — pipeline, risk, expansion
Direct CS team management — reviews, comp, coaching
Forecast ownership — gross retention, NRR, expansion
Hiring & onboarding the full-time successor
Quarterly board materials in the principal's own voice

03 / Project

Project-Based

Discuss this engagement

Timeline: Per project
Investment: $15K–$45K per project

When the diagnostic surfaces something specific — or when a sponsor already knows what's broken — a project gets it built. Fixed scope, fixed price, fixed timeline. Common projects: health-scoring system, QBR rollout, CS-led expansion playbook, CS comp plan, pre-fundraise / exit metrics prep.

Common deliverables

Health-scoring system — model, instrumentation, rollout
QBR rollout — template, training, first three live
CS-led expansion playbook with sales hand-off
CS comp plan — fixed/variable, kickers, accelerators
Pre-fundraise metrics package — investor-ready

Common questions

What buyers ask before booking.

How long is a CS Diagnostic?: Two to four weeks. Interviews with the team and a representative slice of customers, an audit of the metrics that already exist, and a written assessment paired with a 90-day action plan. Kickoff to delivered document is one calendar month at the outside.
How is the Fractional VP different from an advisor or coach?: The fractional VP owns NRR, gross retention, and team performance — the same KPIs a full-time VP would carry. An advisor opines from the outside; a coach develops the leader. The fractional VP sits in the seat, runs the cadence, and the engagement ends when the full-time successor is hired and forecasting on their own.
What does the Diagnostic deliverable look like?: A written assessment — not a slide deck — covering team structure, metrics, customer signal, and the gaps between current state and the operating model the company actually needs. Paired with a 90-day action plan, sequenced and owned. Read-through is one sitting; the plan is what gets executed.
Do you work with non-SaaS companies?: The fractional and diagnostic engagements are scoped specifically to B2B SaaS — the metrics, motions, and operating cadences are SaaS-native. Selectively, Executive Advisory engagements outside SaaS are possible when the underlying retention and expansion question maps cleanly.
How quickly can an engagement start?: The diagnostic and project engagements typically start within two weeks of a signed SOW. The fractional VP role takes a 30-minute scoping call, a written engagement letter, and a kickoff inside two weeks — fast enough to be useful before the next board cycle.

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