
Fractional Client Success Leadership
Drive predictable, client-led growth without the full-time overhead
In a nutshell…
Seasoned client success leadership for scale-up SMBs
Tailored and fractional support (part-time, retainer-based)
Implement client experience (CX) best practices and mitigate customer churn
Boost retention, advocacy, and expansion
Empower founders and upskill teams
Why Fractional Client Success/CX Leadership?
Scaling a client base without a strong CX strategy not only puts your growth at risk but limits your ability to pursue high-level growth and SMB founders in this situation often find themselves bogged down in client escalations, churn worries and onboarding inefficiencies.
The addition of a seasoned client success director to your team supports your move out of this situation and establishes a stability within your client-facing activity that serves you for the long-term - but of course strategically hiring at this level comes at a cost.
Fractional CX leadership is how you dip your toe - leveraging all of that experience and insight without (yet) having to go the whole hog and reaping the benefit of expert guidance and frameworks that work to retain clients, increase account growth, drive repeatable value and deliver overall business growth.
Suitability
Is it for me?
If you’re keen to advance your business to the next level of growth and you know (or are starting to understand) that client success is a key piece of the puzzle, then yes. Adding a part-time client success director to your team will help you transition to the client-centricity that builds business for the long-term and be the stop-gap you need until there’s investment in a full-time client success specialist or team.
It’s a model that fits if you are:
A scale-up founder/leader launching or scaling CX but not ready to hire full-time
Experiencing churn, slower renewals, or onboarding lag
Needing executive-level CX oversight without the permanent cost
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What might be some signs that I’m a good fit?
Being consumed with client complaints and client churn is a sure sign of fit but there are other, more subtle indicators too:
Client retention is inconsistent
CSAT/NPS scores are slipping
You’re firefighting escalations rather than preventing them
Growth feels transactional, not value-driven
You're ready to systematise CX and unlock expansion

“Jaime quickly & easily connects with people. He’s a good listener and strong speaker who knows how to say things so that people listen and want to come along.”
How it works
Consultation
Following an initial conversation, we start to get the lay of the land with some high-level discovery - to explore your current CX maturity, the pain points you’re experiencing and what success looks like to you.
Naturally, we can get an NDA (non-disclosure agreement) in place so we can talk transparently, with the aim being to quickly get to an understanding of priorities, problems and appropriate next steps.
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The fractional package
Though the challenges may be similar, your organisation is unique and so your fractional package will be built to suit you - a tailored package of activity to meet your/your team’s needs. As a guideline however, you might expect some to see some, if not all, of the following:
‘Voice of the Customer’ program and client journey mapping
A CX tools audit with CX framework and playbook creation
Training provision and coaching for client/account/customer success management team.
Team coaching and leadership mentoring
Team structure and process reviews.
Executive sponsorship of select client portfolio.
Escalation handling and root-cause analysis
Client performance reporting and executive sponsorship
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Embedded support & delivery
With a solid understanding and agreement about the job in hand, I essentially become an embedded part of your team undertaking work that looks as much like determining and delivering strategic guidance as it does rolling up sleeves and implementing solutions.
The aim of course is to support and develop the team (and business) in readiness for the arrival of an FTE client success leader, so the goal is always to upskill, not create reliance - meaning that I quickly identify and address priority areas whilst concurrently exposing your client success team to new challenges, building confidence and skill in a guided and considered way.
In the business for most likely 1 to 2 days/week, I will provide exec-level client sponsorship and support on client visits/calls plus roll out the appropriate tools, processes and playbooks that have the whole team learn and onboard the benchmark of what good looks and feels like - making them well-equipped to then deliver it, for the long-term.
Closing out
Whether the engagement is 3, 6, 9 or even 12 months (depending on where you are as a business), it’s vital that we review progress at agreed points and work iteratively on the next set of priorities, until we get to that point of relative self-sufficiency. It’s a way of working that is not only important for gains along the way but allows the engagement to be closed out with relative ease.
Precisely how we close out is dependent on the circumstances at hand - for example whether you want to recruit into this role on a permanent basis or have the existing team continue the work with external support continuing but in a more hands-off advisory role.
Your outcomes
First things first, you will have a seasoned CX/CS leader in your corner - listening to and advocating for your clients to surface potential friction points in the client experience and improve the growth potential of your business.
Added to that, you have an expert going in to bat for your team - helping them become better informed and more capable as well as empowered to handle challenging situations and deliver client success.
And what all this creates?
A mature CX function built for predictable growth
Higher client satisfaction and advocacy
Repeatable onboarding and journey frameworks
Reduced churn, improved retention, and a readiness for net-new expansion
Data and dashboards that drive proactive decisions
Founder/leadership capacity relieved from operational firefighting - and freed up for strategic success.
FAQs
If you’re ready and you’d like to discuss Fractional Client Success Leadership, please get in touch - or alternatively check out some FAQs below.
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How is this different from hiring a CX consultant?
This isn’t an advisory service, like a consultant might provide, but hands-on leadership where I become a part of your business - leading teams, driving change, and sharing accountability. I’m in it with you - and the change (and wins) are accelerated as a result.
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What level of commitment is needed?
A typical engagement might last 3–6 months but there are instances where we could perhaps stay together for a year. Ultimately the support is built to suit the circumstances, so it’ll be whatever works best works for you and your needs.
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Can you work remotely?
Yes, of course - and across borders too. I will say that I prefer some in-person presence for key workshops and relationship-building but again, the best method is the one that works for you and your teams.
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When should I transition to a full-time hire?
In short? When CX is no longer a bottleneck and your team is running operations with confidence. I can of course help you recruit for this role - and prepare handover support/documentation too.