We offer UK B2B SaaS companies a senior Customer Success leader two or three days a week. The strategy, the playbook, and the senior voice in the room, without the six-figure cost.
You haven't spoken to that customer since the day they signed. Their renewal is in six weeks. You'll find time to call them next week. Maybe.
Doing their best isn't the same as doing it well. A CSM with a playbook, clear health scoring, and a renewal motion can hold five times the portfolio with half the firefighting.
You need the strategy, the playbook, and the senior voice in the room. Not the salary, the equity, or the twelve-week hiring process.
Fixed scope, fixed price, no bespoke scoping. Pick the entry point that matches where you are. Most clients start with an audit and end up on the retainer.
A two-week deep look at your Customer Success function. You get a written report covering top risks, opportunities, and a 90-day action list, plus a walkthrough call.
Four to six weeks. I build the operational backbone of your CS function: segmentation, lifecycle stages, health scoring, onboarding flow, QBR templates, renewal motions.
Two or three days a week, embedded in your team. I own CS strategy, run renewals and QBRs, coach your CSMs, and report into you or the board. Three-month minimum, rolling thereafter.
The Tier 1 retainer works out to roughly £625 per working day. A full-time Head of CS costs more than double that once you load all the real costs. A junior CSM costs less, but does a different job.
Two illustrative deliverables. Built around a fictional company so you can see structure and depth, without the substance that only your own data gives. Real engagements look like these, with your numbers in them.
Six pages covering the executive summary, top five risks, top five opportunities, a 90-day action plan, and recommended KPIs. The artefact you receive at the end of an audit engagement.
The five-slide structure that anchors most of my retainer work. Walked through page-by-page, with worked examples and a facilitator's guide for running the meeting itself. Delivered as part of the Playbook Sprint.
More deliverable examples (health scoring model, onboarding playbook, monthly value report) available on request after a discovery call.
I've spent a decade running the function across SaaS verticals (e-commerce, enterprise digital marketing platforms, hospitality tech, and PropTech), with five of those years at Senior CSM level holding the renewal of major UK enterprise customers. I'm also an active expert consultant for leading global expert networks since 2022.
Senior CSM and Account Management roles spanning e-commerce SaaS, enterprise digital marketing platforms, hospitality tech, and PropTech. The retention mechanics that work in one vertical reliably work in the others. I've stress-tested them in all four.
Five years as a Senior CSM in enterprise digital marketing platforms, holding the renewal of major UK clients with seven-figure contract values. Comfortable in the room with CMOs, heads of e-commerce, and procurement. The dynamics of a £500k renewal aren't the dynamics of a £20k one, and I've run both.
For founders selling into estate agents, housing providers, or property managers: I speak lettings compliance, the Estate Agents Act, Money Laundering Regulations, and UK GDPR, alongside completing the Propertymark Level 2 Award. Few CS consultants can do both.
From first call to first invoice in under a week. No long sales process, no lengthy decks.
30 minutes. I ask diagnostic questions about your retention, your renewals motion, and where the function is breaking. You decide if I'm worth more of your time.
A one-to-three page proposal within 24 hours. What we discussed, what I propose, scope and price. Signed in PandaDoc.
Deposit clears, work starts. For retainers, a written 30/60/90-day plan agreed in week one. You always know what's coming next.
Last working day of each month: what I shipped, what I'm watching, what I need. Value made visible, every month, in writing.
Notes on Customer Success, retention, and the renewal mechanics most teams get wrong. Published on LinkedIn, where the conversation happens.
Most churn isn't decided at renewal. It's decided months earlier, in signals everyone was too busy to notice. Six warning signs I've learned to take seriously.
Read on LinkedIn → QBRsA 45-slide deck and a polite hour on Zoom, and nothing changes. What a real QBR looks like, and why it should never run to more than five slides.
Read on LinkedIn → HiringIt's almost always six months too early or eighteen months too late. How to find the sweet spot, and why the playbook should come before the hire.
Read on LinkedIn → MetricsNPS is a survey of how a customer felt on one particular Tuesday. The behavioural metrics that actually predict whether they'll stay, and which to obsess over instead.
Read on LinkedIn →Customer Success isn't a feature you bolt on. It's the function that decides whether your ARR compounds or quietly leaks away. Most founders learn this the hard way.
If yours isn't here, ask on the call. Direct answers, no waffle.
It works out to roughly £625 per working day for a senior CS leader, and a Tier 1 retainer is well below a third of the true all-in cost of a full-time hire (£100–£140k). It's pitched at the lower end of the UK fractional CS market on purpose. If it would still meaningfully prevent one lost customer per quarter, it pays for itself many times over. If it wouldn't, you probably don't need fractional CS yet, and the audit is the better place to start.
Three things are designed to make that visible early. First, the audit is a low-commitment entry point: two weeks, £1,500, a tangible report at the end. You see how I work before any retainer conversation. Second, every retainer opens with a written 30/60/90-day plan agreed in week one, so progress is measurable from the start. Third, the monthly value report (sent on the last working day of each month) makes outputs explicit in writing every thirty days. If value isn't visible monthly, the retainer should end. That's by design.
Different job. A junior CSM is hands-on-keyboard: replying to customers, running onboarding, taking notes in QBRs. They need a playbook to follow, a strategy to execute, and someone senior to escalate to. I'm the someone senior. The two roles are complementary, not substitutes. Most clients eventually run both: a junior CSM doing the daily work, and a fractional senior setting strategy and unblocking the hard accounts. Skipping the strategy layer is what leaves the junior firefighting alone.
Eventually, you should. Most clients hire their first full-time Head of CS six to twelve months after we start. I build the playbook, prove the model, and set your future hire up to succeed, instead of starting from a blank page eighteen months in.
SaaS and B2B software broadly: anywhere with recurring revenue and mid-market customers. I've worked inside e-commerce SaaS, enterprise digital marketing platforms, PropTech, and hospitality tech, with five years at Senior CSM level holding major UK enterprise clients. The core retention mechanics carry across verticals: if your retention is broken, the diagnostics are the same. PropTech is a named specialism on top of that, useful if you sell into estate agents, housing providers, or property managers.
Every retainer starts with a written 30/60/90-day plan, reviewed monthly. The contract explicitly excludes sales execution and support ticket work. CS strategy and execution is what I sell.
If you have at least one paying customer and one CS or AM person in the company, we can work together. Below that, the audit is the right entry point.
Audits and sprints: deposit on signing, balance on delivery. Retainers: invoiced monthly in advance, paid by the 1st of the month worked. UK bank transfer, 14-day terms. No retainers paid in arrears.
Every fixed-scope deliverable (audit report, playbook, QBR template) includes two rounds of revisions, applied within 14 days of first delivery. Further amendments are billed at £150/hour or £750/half-day, agreed in advance and invoiced separately. Retainer clients don't pay extra for revisions on work produced under the retainer. That's already covered by the monthly fee.
If your retention is bothering you, or you don't know your gross retention number off the top of your head, that's a conversation worth having.
Find a time that works