Build Customer Success as the revenue engine it was always meant to be, without the full-time hire.
// FRACTIONAL CUSTOMER SUCCESS LEADERSHIP // FRACTIONAL CUSTOMER SUCCESS LEADERSHIP // FRACTIONAL CUSTOMER SUCCESS LEADERSHIP // FRACTIONAL CUSTOMER
Build Customer Success as the revenue engine it was always meant to be, without the full-time hire.
Starting at $5,000/month | 2-month minimum
Starting at $5,000/month | 2-month minimum
FRACTIONAL CUSTOMER SUCCESS LEADERSHIP
FRACTIONAL CUSTOMER SUCCESS LEADERSHIP
You've built something worth scaling, but somewhere between the sale and long-term retention, revenue is leaking, and it's costing you more than you realize.
Customers are signing, revenue is growing, and the product is working. But somewhere between the sale and long-term retention, revenue is leaking, and it's costing you more than you realize.
Churn is eating into growth. Customer Success is operating as a support function instead of a strategic revenue driver. There's no clear expansion motion. Onboarding is inconsistent. And the founder is still personally managing some of the customer relationships because there's no real system or team in place to do it properly.
You know Customer Success matters. You just haven't had the senior-level expertise to build it the right way, yet.
Somewhere between the sale and long-term retention, revenue is leaking, and it's costing you more than you realize.
This isn't consulting from a distance. I work directly with your founding and leadership team to build the infrastructure, processes, and systems that transform Customer Success from a reactive support department into the strategic revenue engine that protects and grows your recurring revenue.
You get the expertise of a seasoned Customer Success leader who scaled companies from angel funding to $50M ARR, without the cost, commitment, or timeline of a full-time executive hire.
Fractional Customer Success Leadership is a senior-level strategic partnership where I embed inside your company to design, build, and operationalize Customer Success as a revenue function that drives retention, expansion, and predictable recurring revenue.
This isn't consulting from a distance. I work directly with your founding and leadership team to build the infrastructure, processes, and systems that transform Customer Success from a reactive support department into the strategic revenue engine that protects and grows your recurring revenue.
You get the expertise of a seasoned Customer Success leader who scaled companies from angel funding to $50M ARR, without the cost, commitment, or timeline of a full-time executive hire.
Churn is eating into your recurring revenue growth
Customer Success is operating as support rather than a revenue driver
You're over-dependent on new customer acquisition to hit revenue targets
You need senior-level CS expertise but aren't ready or able to hire a full-time leader
You want to build the retention and expansion infrastructure that makes recurring revenue predictable and scalable
This is for you if...
is this the right fit for your startup?
This is not for you if...
You aren't looking for Customer Success to be an active revenue driver in your business.
You're looking for a customer support manager rather than a strategic revenue leader
You aren't ready to invest in building Customer Success as a core business function
WHAT WE'LL WORK ON
Building CS as a revenue-generating function with a clear mandate, defined metrics, and a strategic roadmap aligned to your growth goals.
Customer Success Strategy
Designing the proactive systems that identify churn risk early, protect recurring revenue, and keep customers engaged long enough to achieve meaningful value.
Retention & Churn Prevention Systems
Installing the health scores, retention metrics, and revenue intelligence systems that give your leadership team real visibility into the health and trajectory of your recurring revenue.
Customer Health Scoring & Revenue Metrics
Building the processes, playbooks, and operational systems your Customer Success team needs to scale effectively and consistently deliver results.
Team Process & Implementation
Designing a scalable onboarding experience that accelerates time-to-value, reduces early churn, and sets the foundation for long-term retention.
Onboarding Optimization
Building the upsell and cross-sell pathways that increase average revenue per customer and drive Net Revenue Retention above 100%.
Expansion Revenue Motion
THE RESULT?
When Customer Success is built as a strategic revenue function, everything changes.
Customer Success is revenue infrastructure. When it's built right, it funds everything else.
Churn decreases
Net Revenue Retention climbs.
Expansion revenue becomes a predictable growth channel.
Onboarding becomes a retention accelerator.
Your leadership team gains real visibility into recurring revenue health.
Business stops being over-dependent on new customer acquisition to sustain growth.
When Customer Success is built as a strategic revenue function, everything changes.
Customer Success is revenue infrastructure. When it's built right, it funds everything else.
I spent over 15 years building and scaling Customer Success and Account Management functions inside high-growth startups, working directly alongside CEOs, COOs, and CFOs to align Customer Success strategy with company-wide revenue goals.
I sat at the leadership table, helped shape revenue strategy at the highest level, and turned Customer Success from a support function into one of the most powerful revenue drivers in the business, and I built my career doing it, scaling companies all the way to $50M ARR.
I've led teams responsible for millions in recurring revenue, improved Net Revenue Retention, reduced churn, and built the expansion pathways that turned Customer Success from a cost center into one of the most strategic functions in the business.
Now I bring everything I learned to founders who are ready to build it right, without waiting until they can afford a full-time hire to do it.
15 Years. $50M ARR. Now Inside Your Business
Every engagement begins with a discovery process to understand your current Customer Success function, your retention and expansion gaps, and your most urgent revenue priorities.
From there we build a strategic roadmap and begin implementation, working directly with your team to install systems, build processes, and create the infrastructure that makes Customer Success a true revenue driver.
Engagements start at $5,000 per month with a two-month minimum.
Scope and structure are tailored to where you are and what you need most right now.
How We Work Together
This isn't consulting from a distance. I work directly with your founding and leadership team to build the infrastructure, processes, and systems that transform Customer Success from a reactive support department into the strategic revenue engine that protects and grows your recurring revenue.
You get the expertise of a seasoned Customer Success leader who scaled companies from angel funding to $50M ARR, without the cost, commitment, or timeline of a full-time executive hire.
Have questions about whether this is the right fit? Book a call and let's talk through your specific situation.
"She built the entire Customer Success and Support function in a short period of time with masterful execution. Her ability to create scalable and repeatable processes is truly impressive, and she excels at reaching goals even under challenging circumstances."
— Nadia Vatterott, Chief Operating Officer @ Privy Real Estate Investing
"Natalie played a leading role in developing and refining our Customer Success function at Criteria.
She's a rare blend of strategist and tactician and a joy to work with."
— Josh millet, Founder + CEO @ Criteria Corp
"Natalie builds systems that make retention, expansion, and long-term success inevitable. She has a strong ability to identify gaps in the post-sale journey and turn them into structured, scalable processes that improve onboarding, engagement, and overall client experience.
Any company or founder looking to strengthen retention and unlock expansion revenue would be incredibly lucky to work with her."
— Scott Kronzek, director of partnerships @ Loangeek
Frequently asked questions
How is this different from hiring a full-time Customer Success leader?
A full-time CS leader comes with significant cost, a lengthy hiring process, and onboarding time before they're fully productive. As a fractional leader I bring senior-level expertise and start delivering value immediately, at a fraction of the cost and without the long-term hiring commitment.
How much of your time do we get each month?
That depends on the scope of the engagement. We'll define the right level of involvement during our discovery conversation based on where you are and what needs to be built. Engagements are structured to give you the senior-level strategic partnership you need without paying for time you don't.
Do you work with companies that already have a CS team?
Yes. Some engagements involve building from scratch while others involve restructuring or optimizing an existing team and function. Both are well within scope.
What does success look like at the end of an engagement?
That depends on your starting point and goals, but typical outcomes include reduced churn, improved Net Revenue Retention, a functioning expansion motion, scalable onboarding processes, and a Customer Success function that operates as a strategic revenue driver rather than a reactive support team.
How long do engagements typically run?
Engagements start with a two-month minimum and most founders find that three to six months is where the most meaningful infrastructure gets built and begins to show measurable results. We can discuss what makes sense for your specific situation on our discovery call.
The strongest revenue engines aren't built on new sales alone. They're built on what happens after the sale.
Most startups wait too long to build Customer Success properly. The ones that build it early are the ones that scale sustainably, because they figured out early that retention is cheaper than acquisition and expansion is more efficient than new sales.
If you're ready to stop losing revenue to churn and start building the retention and expansion infrastructure that makes recurring revenue predictable, let's talk.
Hi, I’m Natalie!
I built my career scaling companies to $50M ARR and now I use everything I learned to get founders like you off the revenue rollercoaster for good.
I work with 6-figure female founders to install the retention systems that create predictable monthly revenue, and I partner with early-stage and growth-stage startups as a Fractional Customer Success Leader to build the revenue infrastructure that makes scaling sustainable.
I left corporate to design a life aligned with my values, and everything I build now exists to help others do the same.
Predictable revenue creates spacious leadership. Spacious leadership creates time freedom. Time freedom is what lets you actually live a life you're lit up by.