Fractional Head Of Customer Success

This is a strategy and leadership role — not a day‑to‑day account management position. We need someone who can architect our CS foundation, own our retention strategy, and coach our team of 4 CSMs. We're looking for a builder who gets energized by developing people and setting up systems from scratch.

• Strategy & Playbook: Improve the customer journey — onboarding, QBRs, renewal workflows, and retention processes.

• Team
  
  Coaching:
  
  Run weekly 1‑on‑1s with CSMs to level up their skills, navigate stuck accounts, and drive performance against targets.

• Risk & Retention: Own the NRR and gross retention strategy; identify churn risks and build frameworks for the team to mitigate them.

• Tech Stack & Process: Audit current tools and implement our first CS platform to move from spreadsheets to data‑driven health scores.

• Revenue Expansion: Identify expansion opportunities within existing accounts and equip the team to execute.

What are we looking for?

• 8+ years in B2B SaaS Customer Success with 2+ years leading a CS team.

• Hands‑on experience with CS platforms such as Vitally
  , Churn Zero
  , Gainsight
  , or Hubspot

• Builder mindset — you enjoy standing up systems, playbooks, and processes from scratch.

• Coach over player — a track record of mentoring CSMs to high performance rather than managing accounts yourself.

• Metric‑obsessed — expert at NRR, churn forecasting, and expansion math.

• Strong communicator — able to engage executive stakeholders and translate data into action.

Bonus Points

• Familiarity with public relations, media, communications, government affairs, or public affairs.

• Candidates based in or within commuting distance of Washington D.C.,
  New York City
  , or San Francisco are preferred.

What You'll Get

• A remote, flexible, part‑time engagement with a growing startup.

• A smart, hard‑working, and resourceful team.

• A rapidly growing company with commercial rigor at its core.