Fractional CSM services for B2B SaaS companies with VP-level strategic governance. Our proven 90-Day Methodology delivers CS Audit, Strategic Roadmap, and hands-on implementation.
We reduce churn 15-25% by implementing strategic CS frameworks designed for your business.
Same seniority as a $150K US hire at 50% of the cost with proven methodology that transforms operations from reactive to strategic.
Trusted by VCs and B2B SaaS companies
We operate through monthly retainers as strategic partners, not hourly vendors. Our focus is transformation, not just task completion.
We are not a nearshore BPO or staff augmentation firm. We are a premium boutique consultancy with experienced senior talent worldwide, operating under the strategic governance of an active Fractional VP of Customer Success.
Staff augmentation, hourly billing, BPO services, freelancer marketplace, junior consultants
Premium retainer partnerships, strategic transformation, VP-level governance, proven methodologies
Monthly retainers with 90-day minimum commitment. Limited client portfolio to ensure quality.
Book a 45-minute strategic consultation to discuss how our methodology can transform your CS operation.
Many companies confuse Customer Success with other functions. Here's what CS truly is—and what it's not.
Customer Success is about ensuring customers achieve their desired outcomes while using your product, which naturally leads to retention and expansion. It's a strategic function that drives revenue through customer value realization.
That's Sales. We ensure customers succeed after the sale, creating expansion opportunities through value delivery.
That's Support & Engineering. We drive adoption, identify blockers, and ensure customers extract maximum value.
We architect customer journeys, predict churn, drive expansion, and transform reactive operations into strategic growth engines.
Three core packages plus custom solutions, all designed to transform your Customer Success operation through our proven methodology.
Comprehensive evaluation of your current CS operation with actionable 90-day strategic roadmap. Recommended starting point.
Senior consultant managing strategic accounts with VP governance. Ideal for critical portfolio segments.
Complete portfolio management with full framework implementation and hands-on execution.
For companies with complex needs: Full-time consultants, multi-consultant teams, white-label programs, or CS platform implementations. Let's discuss your specific requirements.
Measurable results from our methodology implementation across different B2B SaaS companies.
Achieved in 90 days through Health Score framework implementation and proactive intervention playbooks.
Mid-market Healthcare SaaS, $3M ARR
Generated in 6 months through systematic upsell identification and QBR-driven expansion conversations.
Enterprise FinTech SaaS, $8M ARR
Reduced through structured onboarding program, increasing first-60-day adoption rates by 45%.
SMB MarTech SaaS, $2M ARR
Help your portfolio companies reduce churn, extend runway, and build scalable CS operations—without requiring full-time executive hires.
Reduce churn risk across multiple portfolio companies simultaneously. Our 90-Day Methodology delivers measurable 15-25% churn reduction, protecting your investment returns and extending runway for portfolio companies.
Perfect for Series A-B companies that can't afford $150K+ full-time CS hires but need senior expertise. Our fractional model delivers VP-level strategic guidance at 50-65% cost savings versus full-time hires.
Implement proven CS frameworks consistently across your entire SaaS portfolio. One methodology, multiple companies, compounding returns. We become your portfolio's go-to CS partner.
We handle the entire CS transformation—your portfolio companies just benefit. No management overhead for you. Priority access, volume discounts for multi-company engagements, and quarterly portfolio health reporting.
Join leading Seed and Series A investors who trust us to strengthen Customer Success across their portfolio companies. We offer priority access for portfolio companies, volume pricing for multi-company engagements, quarterly portfolio health dashboards, and referral incentives aligned with your success.
"Our portfolio companies consistently struggle with Customer Success at the Series A stage—too early for full-time VP, but critical for retention. Waypoint's fractional model solves this perfectly with proven frameworks and senior expertise."
Our proven three-month methodology takes you from reactive firefighting to strategic, predictable Customer Success.
Battle-Tested Framework: Developed and refined through 100+ implementations across B2B SaaS companies in the United States over 10 years. Our founder personally created this methodology through real client engagements, successfully transforming companies from reactive firefighting to strategic CS operations with measurable churn reduction and expansion growth.
Comprehensive CS Audit: We evaluate your current processes, tech stack, customer data, and team capabilities. This includes stakeholder interviews, data analysis of up to 20 accounts, and workflow documentation.
Deliverable: Complete CS Operations Assessment Report with Health Score model design, strategic roadmap, risk register, and prioritized action plan for Months 2-3.
Framework Implementation: We build and deploy your Health Score system, customer segmentation model, and intervention playbooks. Integration with your CRM and CS platforms ensures data flows correctly.
Deliverable: Live Health Score dashboard, documented playbooks for at-risk intervention and expansion, and trained team ready to execute strategic CS.
Hands-On Management: We manage live accounts using the new frameworks, proving effectiveness through real engagement. This includes QBRs, expansion conversations, and at-risk interventions.
Deliverable: Performance metrics showing churn impact, expansion pipeline, and recommendations for scaling the operation. Your team now operates independently with proven playbooks.
Fractional VP of Customer Success
Our founder brings 20 years of client-facing experience managing enterprise portfolios for Fortune 500, Inc. 5000, and high-growth technology companies, with the last 10 years specialized in Customer Success for B2B SaaS.
The 90-Day Transformation Methodology wasn't created in a classroom—it was developed and refined through 100+ real implementations across B2B SaaS companies throughout the United States, successfully taking multiple companies from reactive firefighting to strategic, proactive CS operations with measurable churn reduction and expansion growth.
Our founder personally conducts all CS Audits and provides strategic governance oversight for every Fractional CSM engagement. You're not getting a project manager—you're getting active VP-level strategic leadership with proven enterprise pedigree.
Limited Availability: Our founder remains actively engaged as a part-time VP of Customer Success with select clients. This ensures our methodology stays current and battle-tested, but it also means we maintain a limited client portfolio to guarantee quality and personal attention.
We operate as a premium boutique consultancy through structured monthly retainers. This ensures strategic partnership alignment and sustained transformation, not transactional task completion.
Our retainer model ensures you receive strategic transformation, not just labor hours. You get VP-level governance, proven frameworks, and sustained results. Staff augmentation firms charge by the hour with no accountability for outcomes. We're invested in your success through structured monthly partnerships with clear transformation goals.
Freelancers and staff aug firms provide labor by the hour. We provide transformation through proven frameworks. You get senior consultants PLUS strategic VP-level governance, Health Score models, playbook templates, and a methodology proven across 100+ B2B SaaS companies. It's the difference between renting hands and buying strategic expertise with accountability for outcomes.
Our sweet spot is companies with 0-2 CSMs. If you have zero CS function, we build it from scratch with proper foundations. If you have 1-2 CSMs, we provide the strategic frameworks and VP-level oversight they're missing. Below $1M ARR is typically too early; above 10 CSMs you likely need full in-house leadership instead of fractional support.
Yes. Many clients start with Package 1 (CS Audit & Strategic Roadmap) as a standalone engagement to understand their current state and strategic priorities. This gives you a comprehensive roadmap and Health Score framework. You can then decide whether to proceed with Fractional CSM implementation (Packages 2-3). However, we strongly recommend the complete 90-Day journey for maximum transformation impact.
If you have defined CS strategies and playbooks, you can jump directly to Fractional CSM services (Package 2 or 3) for hands-on execution. We'll still conduct a brief assessment during onboarding to ensure alignment and identify any framework gaps, but we won't require the full Month 1 audit if you have solid foundations already in place.
Month 1 delivers your audit and strategic roadmap with immediate actionable insights. Month 2 implements frameworks and processes. Month 3 you're executing with live accounts. Most clients see measurable churn reduction within 90-120 days. The Health Score Model alone typically surfaces 3-5 at-risk accounts requiring immediate intervention within the first 30 days of implementation.
Yes. While our founder and methodology originate from extensive US B2B SaaS experience, we serve clients globally. Our consultants operate across time zones and integrate seamlessly with international teams. The core frameworks—Health Scores, segmentation, playbooks—work universally across markets and verticals.
Book a complimentary 45-minute strategic consultation to discuss your CS challenges, current state, and how our 90-Day Transformation Methodology applies to your business.
Investment details and engagement structure discussed during consultation