What is a Fractional Head of Customer Success?
professional woman stands in front of an empty work space
Got customers?
You probably worked hard to close the deals, and want to keep those clients for as long as possible. B2B companies need proactive resources focused on driving behaviors that lead to the highest revenue retention and growth for the lifetime of each customer. The Customer Success function is a specific discipline encompassing
Implementation
Change management-driven product adoption
Mutual goal alignment
ROI analysis
Customer feedback insight gathering
Upsell identification, forecasting, and renewal revenue accountability
Early-stage companies rarely have internal leaders with Customer Success experience and lack the bandwidth to focus on this critical area. A lack of investment in this area can lead to
Unpredictable revenue
Missed opportunity costs as other team’s attention is divided
Customer dissatisfaction which will harm your brand reputation
and ultimately churn that makes future fundraising difficult
A fractional leader can help to fill the gap in a part-time capacity to make sure your customers and your business thrive!
How is Fractional CS different from other consultants?
Other CXO consultants often join as costly strategic advisors, choose a standard methodology, and leave you on your own to execute. For highly structured roles like finance or sales, this can work well. For Customer Success the approach is deeply rooted to your specific product, go-to-market model, and customers. The strategy will need to adapt as you grow.
Embedding the fractional leader is key; teaching your team how to build relationships, manage risks, prioritize and work cross-functionally so they can continue to adapt playbooks as your business needs change in the future. While they are receiving training, having support to hop into an executive business review to talk a client out of churning, or adapting the customer education approach with product changes, helps to mitigate churn risks.
RecastSuccess’ Fractional Head of Customer Success serves a hands-on role, developing the CS function and team members to meet your current and future customer needs. Each member of our team of experts has demonstrated experience building Customer Success functions from the ground up at successful startups through scale.
A Fractional Head of CS might be right for you if
You have some customers and are growing but can’t afford $300k/yr+ weighted cost for a full-time experienced leader yet, but the individual contributor(s) you can afford need leadership
You have a temporary need like maternity leave, or covering a staffing gap while you replace a former CCO
The team you have in place is struggling and you need restructuring, training, and guidance to get things back on track quickly
Ready to learn more? Visit https://www.recastsuccess.com/fractional-cs-leadership
