Fractional CSM

Stop Churn before it starts.

A 90‑day retention system for ANZ SaaS & MSPs built, installed, and handed over.

Prefer a quick chat? Book a 15-minute debrief.

Why this works? Read on.

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Why this works

Credibility (who's behind this):• 20+ years in enterprise software across APAC/ANZ (ex‑IBM, UiPath, Atlassian MSP partner leadership) including leading IBM's Partner renewals team in APJ.• Deep focus on SMB/Growth SaaS, Customer Success, renewals, incident/problem management & support.• Built and coached CS/Support practices for founders and MSPs.What you’ll actually get in the first 14 days:• A simple Health Score model aligned to your data.
• A Renewal rhythm (risk flags + cadence) your team can run.
• A 1‑page Incident Comms SOP that calms customers during P1s.
• One live lever installed (risk flag or comms flow) you keep.Targets we typically aim for (illustrative, not guarantees):
• NRR ≥ 110%
• Time‑to‑first‑value < 14 days
• Escalation rate −20% in 30 days.• Risk‑reversal: Lite Audit is "useful or you don’t pay".Optional artifact strip (use screenshots instead of logos):
• Health Score worksheet (redacted)
• Renewal Risk Flag rule (screenshot)
• Incident Comms SOP (1‑pager)

Prefer a quick chat? Book a 15-minute debrief.

Retention Checkup

Incident‑to‑Retention Checkup (7 minutes)
• Find your biggest retention leak now
• Get 3 fixes tailored to your stack
• Optional 15‑minute Debrief to map next steps

Please complete the diagnostic.
No prep. Answers are confidential.

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Having trouble loading? Open the Checkup in a new tab → Questionnaire Diagnostic

Stop Churn Before it Starts

Book your 15-minute Debrief

We’ll review your Retention Checkup, pick one lever to lift retention in the next 30 days, and map first steps. No prep needed.

What we’ll do (agenda):• 2-min context (product, customer size, renewal cycle)
• 5-min walkthrough of your Checkup result (top retention leak)
• 5-min choose one lever to install (risk flag, renewal rhythm, or incident comms)
• 3-min next steps: DIY checklist or the 60-min Lite Audit (useful or you don’t pay)What you leave with:
• One lever selected + a success metric
• A 7–14 day mini-checklist (shared after the call)
• Option to book the 60-min Lite Audit

Can't find a time? Email [email protected]

No sales pitch, just a practical debrief. If it’s useful, we’ll talk about the Lite Audit

Why this works? Read on.