Fractional Head of Customer Success ​/​ CS Strategist Are you a growing startup struggling to define your post-sale motion—or scaling fast but unsure if you’re truly maximizing customer value? I’m Danielle Raschke, founder of Verityx CS, and I help B2B companies design and implement customer success strategies that reduce churn, increase retention, and prove ROI—all without hiring a full CS team. Whether you need a CS leader to build from scratch, audit and optimize what’s already in place, or train your product and GTM teams on customer retention, I act as your fractional CS executive and process architect, looking for ways to streamline with ai integration and your current tech stack. ⸻ Services Include: • CS Strategy Development: Design and execute a scalable CS org structure aligned to revenue goals (NRR, expansion, churn reduction). • Value Metrics & Health Score Design: Create frameworks to track and communicate customer ROI through metrics that matter. • Churn Reduction Playbooks: Build clear escalation protocols, root cause workflows, and retention triggers to protect revenue. • Customer Segmentation & Journey Mapping: Align your efforts to customer needs and lifecycle stage, not just account size. • Team Coaching & Automation: Equip internal teams with talk tracks, task workflows, and tool automations (HubSpot, Gainsight, ClickUp, etc.). • Voice of Customer & Feedback Systems: Capture insights across the journey to drive meaningful product and service improvements. • QBR​/​MBR Systems: Standardize strategic touchpoints that showcase impact and drive expansion conversations. ⸻ Ideal Fit: • B2B SaaS or services companies with $1M–$20M in ARR • No CS team or over-reliance on Account Managers ​/​ Support • Churn is starting to creep up or expansion is stalling • Founders wearing too many hats and need an operator to build, train, and scale ⸻ Why Work With Me: I’ve helped fast-growing companies reduce churn, improve margins, and build systems that scale—without adding unnecessary headcount. I combine startup scrappiness with enterprise rigor, pulling from years of experience in CS, operations, and process design. Clients often see ROI within 30 days of engagement through improved retention, faster onboarding, and clearer customer data. As Head of Customer Success at Proper Technologies ($11M ARR), I led cross-functional initiatives that delivered: 62.8% reduction in churn 66.7% reduction in operational overhead 3x increase in team capacity through automation $584K ARR saved through strategic retention efforts Previously at GE Capital, I managed global portfolios exceeding $500M ARR and drove $8M annual impact through enterprise-level process refinement.

Location

USA