Fractional VP of Customer Success
About The Position
We are looking for an experienced Fractional VP of Customer Success to help strengthen and scale our Customer Success function. This role will work closely with our CS leadership team to improve customer retention, reduce churn, strengthen customer engagement, and build a more proactive and value-driven approach to Customer Success. You will help assess the current function, identify opportunities for improvement, and establish scalable processes, playbooks, metrics, and operating rhythms across the customer lifecycle. A key part of the role will be coaching and developing our CS leaders, improving how the team manages customer risk and renewals, and helping CSMs move from reactive account management toward stronger customer outcomes, adoption, and value realization. We are looking for someone with strong B2B SaaS Customer Success leadership experience, ideally with a track record of building or transforming CS organizations. The right person will combine strategic thinking with hands-on execution and will leave behind a stronger operating model, clearer accountability, and a more scalable Customer Success function.
Requirements
- Experienced Fractional VP of Customer Success
- Strong B2B SaaS Customer Success leadership experience
- Track record of building or transforming CS organizations
Responsibilities
- Improve customer retention
- Reduce churn
- Strengthen customer engagement
- Build a more proactive and value-driven approach to Customer Success
- Assess the current CS function and identify opportunities for improvement
- Establish scalable processes, playbooks, metrics, and operating rhythms across the customer lifecycle
- Coach and develop CS leaders
- Improve how the team manages customer risk and renewals
- Help CSMs move from reactive account management toward stronger customer outcomes, adoption, and value realization
- Combine strategic thinking with hands-on execution
- Leave behind a stronger operating model, clearer accountability, and a more scalable Customer Success function
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What This Job Offers
Career Level
Senior
Education Level
No Education Listed
