Customer Success Advisor For SaaS Growth
If retention feels unpredictable, expansion isn’t systematic or your CS team isn’t clearly driving revenue, something in the model is off.
That’s what I help fix.
I work with SaaS founders and leadership teams to turn customer success into a commercial growth engine – improving NRR, reducing churn and making growth more predictable.
What I’ve delivered:
- Built customer success functions from scratch in scale-up environments
- Achieved 110%+ NRR within 18 months through structured customer growth strategies
- Reduced onboarding costs by over 80% while improving time to value
- Diagnosed churn patterns at £2M-£20M ARR companies and targeted retention frameworks
- Designed customer-led growth strategies that turned CS into a revenue driver
Fractional Customer Success leadership:
I embed as your senior CS leader, working alongside your team to fix the fundamentals – retention strategy, team structure, health scoring, renewal processes and the metrics your board actually cares about.
You need serious customer success leadership but you’re not ready – or it doesn’t make sense – to hire a full-time CCO.
This is hands-on, not advisory. I’m in your business, accountable for outcomes.
Right for you if…
You’re a SaaS CEO with growing churn, a CS team that’s busy but not strategic, or a board asking questions you don’t have clean answers to yet.
Advisory Retainer:
You have CS leadership in place but want experienced outside thinking to pressure-test decisions, spot blind spots and accelerate progress.
On a retainer basis I work as a trusted sounding board – available for regular calls, strategy reviews and those moments when you need a frank second opinion from someone who’s been in the room before.
Right for you if…
You want ongoing senior input without a full engagement. Often suits founders, VCs and PE-backed businesses running portfolio reviews.
NED / Board Advisor:
Customer success and retention are increasingly board-level conversations. Revenue predictability, NRR, churn risk – these aren’t just CS metrics any more. They’re investor metrics.
I bring 30 years of customer-facing leadership to the board table – helping leadership teams ask the right questions, interpret the right signals and build a business that investors can trust.
Right for you if…
You’re building out your advisory board or looking for a NED who genuinely understands the post-sale revenue engine.
Let’s start with the problem
You don’t need to know which engagement model fits.
If you’re struggling with retention, expansion, customer adoption or post-sale growth, let’s have a conversation.
Together we’ll work out whether advisory support, fractional leadership or board-level guidance makes the most sense.