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Fractional Head of Customer Success

Stop Losing
What You Already Won.

Most SaaS companies need a Head of CS. CS Engine gives you one who's built the system before.

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The Problem

You're sitting on your biggest growth opportunity. It closed 6 months ago.

Every customer you've already closed is a revenue opportunity you haven't fully captured yet. Expansion, renewal, and referral don't happen without a system behind them. Most teams pour budget into pipeline while quietly losing ground on the customers they worked hard to win.

Revenue Leak Visualized Churning Expansion

Adding customers to a broken retention system doesn't create growth — it creates churn at a higher cost.

  • Onboarding isn't working

    Customers never reach their first meaningful outcome. They churn before they ever see the value.

  • Risk is invisible until it's too late

    You find out a customer is unhappy when they cancel. By then the conversation is already over.

  • Renewals happen in the last 30 days

    A good renewal process starts 90 days out. Most teams start it 10 days out, when it's already lost.

  • Expansion revenue is being ignored

    Existing customers are your cheapest source of new revenue. Almost no early-stage team has a system to capture it.

What We Help With

Three areas of focus. One retention system that actually runs.

Each area builds on the last. By month three you have a functioning CS operation, not a slide deck full of recommendations.

Focus Area 01

Foundation

  • Customer Journey Mapping

    Find where customers get stuck and why they leave.

  • Health Scoring

    Red / Yellow / Green model across your full book of business.

  • Activation Systems

    Get customers to first value, faster.

Focus Area 02

Prevention and Retention

  • Churn Prevention Playbooks

    Proactive outreach before customers disengage.

  • Renewal Systems

    Structured process starting 90 days before renewal.

  • CS Metrics and Dashboards

    GRR, NRR, churn, health: visible and actionable.

Focus Area 03

Growth and Scale

  • Expansion Revenue Programs

    Identify and capture upsell from existing accounts.

  • CS Automation and AI

    Scale the function without scaling headcount.

  • Hiring and Team Development

    Build the right team when you're ready.

The Direction

Churn goes down when there's a real system behind it.

Every company is different. But when proactive CS replaces reactive firefighting, the trend is consistent.

Monthly Churn Rate Lower is better

Illustrative trend, not a guarantee.

  • Monthly Churn

    Trends down with proactive systems

  • Net Revenue Retention

    Moves toward and past 100%

  • Expansion Revenue

    Captured instead of left on the table

  • Health Score Visibility

    Full book covered, no blind spots

Pricing

We earn more when your customers grow.

The base fee covers the work. The performance component is tied to expansion revenue because that's what we can actually control together.

Base Fee

$5,000 /month

+15%

of expansion revenue generated

Base Fee Includes

  • Fractional CS Leadership
  • Systems Development
  • Team Coaching
  • Slack Support
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Is This Right For You?

Who CS Engine is built for.

This works best when there's already a customer base to build around. If that's you, keep reading.

Post-product/market fit with paying customers already in the system
Churn you can feel but haven't been able to fix with existing resources
No Head of CS, or a CS function that isn't performing at the level the business needs
A founder who is ready to invest in retention infrastructure, not just acquisition

Let's Talk

Let's look at your retention numbers together.

We'll go through your current metrics, find the biggest gaps, and figure out whether CS Engine makes sense for where you are.

Book a Call

$5,000/month · Performance-based · No long-term lock-in