Fractional Customer Success for B2B SaaS and Tech Companies
Keep the customers you worked so hard to win.
Most B2B companies put their energy into closing deals, and then nobody owns the account. I step in as your fractional customer success manager, part time or as interim cover between hires, so churn goes down and renewals stop depending on luck.
Why B2B customers churn,
and why it’s rarely the product.
They leave because a question went unanswered for a week, or onboarding stalled and nobody noticed. By the time a cancellation email arrives, the decision was made months ago. Most churn is preventable if someone is watching the accounts.
90%+ retention
on a $2.8M ARR book of business, held for eight straight years.
Nobody owns the customer after the sale
Sales closes the deal and moves on. Support answers tickets. The relationship itself sits in between, and that’s where accounts drift.
Your CS lead just gave notice
Hiring a replacement can take a quarter. Your renewals won’t wait for the search to finish.
New customers sign, then stall
If a customer hasn’t gotten real value by their third month, the renewal is already at risk.
Demos aren’t closing
Your team walks through every feature, the prospect nods politely, and the deal goes quiet.
Hands-on fractional and
interim customer success.
I join your team as an outsourced customer success lead who owns your customer relationships. I learn your product, meet your customers, and run the calls, check-ins, and renewal conversations. You get updates you can act on, not a slide deck.
If your needs go beyond what one person should handle, such as deep technical review during an audit, sales support, or development work, I have trusted specialists I’ve worked with for years. We decide together whether to bring anyone in, and I stay your one point of contact.
Customer success for B2B SaaS and tech companies like these.
- You’re a growing B2B SaaS or tech company and new logos are coming in faster than you can keep them.
- You have an open CS role and accounts with nobody watching them while you hire.
- You’re a small or mid-size team that knows customer success matters but hasn’t had time to set it up.
- You’re based outside the US with US customers and time zones or communication style are costing you accounts.
- You want someone to run it, rather than another advisor handing you recommendations.
Not sure a fractional CSM is right for you?
Let’s talk for 30 minutes.
It’s free. Tell me what’s happening with your customers. If I can help, I’ll tell you how. If I can’t, I’ll say so and point you somewhere better if I know of anywhere.