Senior Customer Success leadership without the commitment of a full-time hire.

I work alongside founders and leadership teams to define CS strategy, align it to revenue goals, and bring clarity to how Customer Success operates day to day.

Best for:
SaaS startups and scale-ups needing experienced CS leadership, strategic direction, or leadership coaching without hiring full-time.

Engagement:
Ongoing advisory or fractional leadership | Monthly retainer

A structured audit to understand what’s working, what isn’t, and where value is leaking across your Customer Success function.

Covers:

• Customer journey planning and segmentation

• Churn and retention analysis

• Health scores and risk signals

• Processes, tooling, and handovers between departments

Best for: Teams preparing to scale, hire, restructure, or reset their Customer Success approach.

Engagement Type: Project-based | Fixed scope (with optional advisory follow-on)

Targeted programmes designed to improve the CS metrics - Logo Churn, Revenue Churn, Retention, Upsell, NRR.Each programme is tailored to your business model, customer base, and commercial goals. Focus areas may include:

• Churn deep-dives

• Expansion readiness

• Segmentation and Customer Journey clarity

• Health score implementation for ongoing predictability

Best For: Companies with an established customer base that want to stabilise churn and unlock sustainable NRR growth.

Engagement Type: Project based or embedded within advisory support

The Elevate CS Co-Pilot embeds senior-level Customer Success thinking into day-to-day execution - helping teams make better decisions without adding headcount. Configured around your CS strategy. customers, and goals, it reinforces best practice as teams grow.

Supports:

• Account reviews and renewals

• Churn risk identification

• Health score implementation

• QBR structure and narrative

• Leadership prioritisation

Best For: Lean leadership teams and growing CS functions seeking consistency, confidence and decision making without added complexity or headcount.

Engagement Type: Ongoing enablement | Monthly retainer (Typically introduced alongside or after advisory work)

Focused, senior-level support for specific challenges or time-bound needs.

Examples:

• Interim CS leadership

• Renewal or churn-risk support

• Board or investor preparation

• CS team strategy sessions

• Hiring, coaching, and mentoring

Best for: Organisations with a specific CS challenge requiring experienced, hands-on input.

Engagement Type: Project-based or time-bound support