Churn is creeping in- and your Customer Success function isn’t set up to stop it.
20-minute fit call → clear recommendation → simple next steps if there’s a fit
You have CS- but onboarding, support, and renewals are still reactive and inconsistent. I build the system that fixes it.
What teams like yours actually need right now
What happens next
Background
I get brought in when CS needs to stop being heroic and become an operating system.
Built from scratch
- Designed CS from zero: roles, lifecycle, cadence, tooling
- Hired and trained early CS teams
- Created onboarding that drives time-to-value
Scaled the motion
- Renewal process + risk reviews + leading indicators
- Exec-level escalation handling
- Expansion readiness without chaos
Hand-off ready
- Systemization so outcomes don’t depend on one person
- Clear full-time hire plan and transition path
- Experience through scale
Three ways to work together
Choose based on urgency + ownership.
Fractional Head of Customer Success
Temporary CS ownership while you build or stabilize the function.
- Set cadence, metrics, and operating rhythms
- Define lifecycle: onboarding → adoption → renewal → expansion
- Coach team + hire plan + role clarity
- Exec alignment and escalation handling
CS Operating System Install (fixed scope)
A defined outcome delivered in weeks — not an open-ended engagement.
- Audit churn drivers + onboarding gaps + customer health
- Install playbooks, templates, dashboards
- Implement a practical renewal motion + risk reviews
- Train your team to run it without heroics
Advisory (light-touch access)
Ongoing judgment without day-to-day ownership.
- Monthly call + async questions
- Review KPIs, plans, and risks
- Hiring, tooling, and segmentation decisions
- Board / investor prep as needed
Fit
This works best when CS is becoming a exec-level constraint — but you’re not ready to hire a full-time VP.
Good fit
- $2–5M ARR and growing
- You have a VP/Head of CS, but they’re still in the weeds
- Onboarding, support, and CS responsibilities are blurred
- Churn is starting to get attention
- Your team is busy—but not systemized
Not a fit
- Pre-PMF or still figuring out product value
- No CS team yet
- Looking to just “hire more CSMs” instead of fixing the system
- Fully built CS org with defined processes already in place
Outcomes I’m aiming for
- Predictable onboarding & time-to-value
- Clear renewal motion + risk tracking
- Health scoring you actually use
- A CS system you can hire into
How I Work
Simple by design: assess → install → run → hand off.
1) Diagnose
- Churn + retention drivers
- Segmentation & ICP reality check
- Onboarding + adoption gaps
- Where ownership is unclear
2) Install
- Lifecycle + playbooks
- Metrics + dashboards
- Renewal motion + risk reviews
- Operating cadence + roles
3) Handoff
- Documented systems
- Training for team / leadership
- Hiring plan + role definitions
- Optional advisory follow-on
Testimonials
A few words from people who’ve worked with me (edited for brevity).
I inherited a team Josh built from the ground up and was incredibly impressed with how thoughtful and structured the processes were… His process, structure and approach are world-class.
A battle-hardened Customer Success professional who knows how to get it done. Highly recommended.
Josh is the go-to person if you have a unique problem that requires a creative solution.
FAQ
A few common questions that come up from founders and operators.
Do you replace hiring a full-time Head/VP of CS?
Temporarily, yes. Fractional work covers the leadership gap while CS is built and stabilized. The goal is to make your eventual full-time hire easier: clear scope, metrics, and documented systems.
Is this “consulting,” or will you actually own outcomes?
Fractional is ownership (operating as Head of CS). Fixed-scope is a defined install with concrete deliverables. Either way, the work is designed to create a measurable operating system — not a slide deck.
What stage do you work best with?
Early-stage B2B SaaS — when you’re post-PMF, renewals and onboarding start to matter financially, and CS is not yet fully systemized.
Contact
If you have CS but it’s not running cleanly—and churn is starting to matter—reach out.
’re trying to stand up or fix CS without making a full-time executive hire too early, reach out.Include a sentence on stage (ARR, logo count, renewal cycle) and the main retention concern.