Running a SaaS company in the early growth stage is a balancing act. You want to focus on scaling, but customer success issues keep pulling you back into the weeds. If three or more of these sound familiar, you’re likely stuck in the gap where you need help, but it’s too early to bring on a full-time CS hire.

✔ Drowning in Support

Your inbox is full of customer questions, and response times are slipping. It feels like you’re working harder just to keep up.

✔ Scattered Feedback

Insights are coming in from tickets, emails, Slack groups, and beta calls — but there’s no system to capture or act on them.

✔ Churn Without Clarity

Customers are slipping away, but you don’t have the time or visibility to see why.

✔ You Handle Every Escalation

Any major customer issue still lands on your desk, pulling you out of product or fundraising.

✔ Big Rocks On Hold

You know the things that grow the business — product innovation, new funding, strategic partnerships — but customer issues keep delaying them.

✔ Band-Aid Tools Aren’t Scaling

You’ve hacked together spreadsheets, support tools, or AI replies. They help for a while, but the cracks keep showing.

✔ Can’t Justify A Full-Time CS Hire (Yet)

There’s too much work for you, but not enough to keep a full-time CS busy. You’re stuck in the messy middle.

The Next Step…

If these signs sound familiar, the question is: what do you actually do about it?

That’s where I come in. As a Fractional CSM, I help founders move past the firefighting by putting lightweight systems in place — onboarding playbooks, escalation rules, and customer feedback loops — along with retention foundations like renewal processes and churn risk signals that keep customers around.

The best way to see if the timing is right to bring someone in to help is a CS Fast Track Call — a quick, no-prep conversation about where you’re stuck and how I could step in to free up your bandwidth and strengthen retention without the cost of a full-time hire.