Fractional Head Of Customer Success
Gofractional, WorkFromHome, CA, United States
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.
Key Responsibilities
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 , ChurnZero , 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.