Customer Success that grows ARR for funded SaaS teams!
Fractional CSO leadership and hands-on CS operations for Series A and B SaaS – with deep expertise in Ad Tech and Sports Tech.
Book an Intro CallWho It's For
• Series A/B B2B SaaS and tech, ARR £1–50m
• Product-market fit, growing customer base
• Limited CS leadership, high churn or messy onboarding
Key Services
Part-time Chief Success Officer (2-3 days/week, 6-12 months) for Series A companies scaling from founder-led CS. Typical outcome: reduce churn from 8% to 5% MRR; improve NRR from 95% to 110%. Learn more
CS operating model design, playbook creation (onboarding, adoption, expansion), metrics dashboards (8-12 weeks). Typical outcome: implement tiered CS model; reduce customer onboarding time from 6 weeks to 3 weeks. Learn more
Org structure design, role definitions, hiring support, training programs, playbooks (12-16 weeks). Typical outcome: design and hire 3-person CS team; develop 6-week onboarding curriculum. Learn more
Win/loss analysis, churn cohort study, retention strategy, expansion playbook (6-8 weeks). Typical outcome: identify that integration issues cause 40% of churn; develop quick-fix roadmap. Learn more
Tech audit, stack recommendations (CRM, CS platform, analytics), implementation roadmap (4-6 weeks). Typical outcome: consolidate from 7 tools to 3; improve data accuracy and reporting speed. Learn more
Approach
(Weeks 1–2) - Deep dive into customer data, team interviews, market analysis
(Weeks 3–4) - Develop tailored CS strategy, operating model, playbooks
(Week 5+) - Hands-on execution, team building, process launch
Track KPIs, iterate playbooks, ensure sustainable outcomes
Sectors
• DSP / SSP / DMP / Ad Server and other Programmatic platforms
• Independent & Agency Hold Co / Agency Trading Desks
• Paid media & embedded platforms
• Managed Service & Self Service
• Sports analytics
• Data, platform and business infrastructure
• Esport & iGaming
• Sponsorship tech
• Fan media, engagement and loyalty platforms