Why companies hire a fractional CSM
Most B2B companies reach the same point: the first big customers have signed, and nobody's job is to make sure they succeed. Founders squeeze in onboarding calls between sales calls. Renewals arrive with no warning. Expansion conversations never happen, because nobody has time to start them.
A full-time CSM takes months to hire. A fractional CSM can start with your accounts right away and bring the experience of having done it with enterprise customers before.
What I take off your plate
- Onboarding and launches. I run implementations to go-live with a clear plan, owners and dates. See how I onboard customers.
- Adoption. I make sure the people who should use your product actually do, and that the buyer can see it.
- Renewals. I track health and start renewal conversations early. See how I protect renewals.
- Expansion. I find the next use case and build the case for it with the customer. See how I grow accounts.
- Escalations. When something breaks, the customer has one calm person who owns the fix.
- Customer feedback. Clear, prioritized requests for your product team, and the loop closed with the customer.
- Playbooks and automation. I document what works and automate the repetitive parts, so it scales when you hire.
What I've done with enterprise accounts
As a Customer Success Manager at Sana, an AI learning platform, I worked with enterprise customers including OpenAI, BMS, Expedia, Oura, Apollo, Harvard, Robinhood and Grammarly.
- $1.5M upsold across enterprise accounts in four months.
- Part of the team that closed a $968K net new ACV upsell with OpenAI.
- Launched customers before hard deadlines, including Harvard's paid content and a partner that went live "in record time", in their executive director's words.
- Delivered 1,000+ courses in two days when a customer needed them for a legal proceeding.
How we start
- Call. You tell me about your customers, your team and what's urgent. We agree on scope.
- Account review. I go through contracts, usage, tickets and renewal dates and give you a health map of every account.
- First priorities. We pick what matters most in the first 30 days: a stuck launch, a renewal at risk, an expansion that's ready.
- Weekly updates. Every week you get a short report on renewals, risks, expansion and customer feedback.
Fractional now, full-time later
Many companies start fractional and hire full-time when the book of business grows. If that's your plan, I'll leave behind the playbooks, reporting and processes your next CSM needs. And if you'd rather hire me full-time, I'm open to that too. See my experience.