A seasoned CS leader,
on tap.
I work with SaaS companies as a fractional Head of Customer Success to improve retention, reduce churn, and drive expansion revenue. If you need to fix churn, improve onboarding, or build a scalable Customer Success function, I can help.
110%+
Net Revenue Retention delivered
0→Team
CS functions built from scratch
20%→5%
Forecast variance reduction
200×
Revenue scaled on the system
Build the system.
Hand over the keys.
I partner closely with founders and leadership teams, as well as Product and Sales, to align customer strategy with company growth.
CS Audit & Diagnostic
A structured review of your current CS approach — lifecycle gaps, engagement blind spots, tooling debt, and team capacity. You get a prioritized roadmap with quick wins and longer-term structural fixes.
Playbook & Operating Model Build
Segmentation, playbooks, health scoring, and forecasting infrastructure built to fit your stage and stack. Designed so the team can run it without me in quarter two.
Onboarding & Time-to-Value Redesign
Customer onboarding rebuilt around the moments that matter. Structured handoffs, milestone-based programs, and CSM enablement that drives adoption and reduces early churn.
Renewal & Expansion System
Health signals, risk cadences, and expansion playbooks tied to product behavior. Forecast confidence at the account level. Save motions triggered by signal, not surprise.
Best fit for post-PMF SaaS.
My advisory work is most impactful for teams that have product-market fit and are now facing the operational gap: customers are coming in faster than the CS function can support them, churn is showing up in cohorts, or expansion is inconsistent because the team is reactive instead of systematic.
Typical Engagement
- Fractional Head of CS (1–2 days/week)
- 90-day system-build sprints
- CS audits with 30-day action plans
- Advisory board / executive coaching
Company Stage
- Series A–C
- Post-acquisition integration
- AI-forward SaaS
- Vertical SaaS or marketplace
Pain Signals
- Churn spike in recent cohorts
- Onboarding inconsistent across reps
- Renewals surprise the team
- Expansion is random, not systematic
Let's diagnose the gap.
A 30-minute conversation to understand your CS function — what's working, what's breaking, and whether my approach fits your timeline and budget.