Interim / Fractional Customer Success Executive Leadership

Designing and building out a new Customer Success group at a company, or re-engineering an existing one that is not achieving the desired results, is a very significant challenge that requires both talent and experience. Many companies take the seemingly easy path of simply hiring a person to “create our Customer Success program from scratch,” only to discover that there is much more to Customer Success than the C-suite had at first imagined, or the new employee finds out that the promised resources are not forthcoming — and soon departs for greener pastures, ;eaving the company to start all over again. The failure rate for this approach is very high, and the cost is substantial not only in the lost salary expense but also in terms of delay in accomplishing the goal. There is a better way. Instead of hiring an employee, retain an expert on a fractional or interim basis to design and build the new group, and then to help hire their replacement.

The process should start with a thorough review of the company and its go to market strategy and structure. What assistance do the customers need in order to obtain the promised value from their purchase? What is the churn picture, and what can effectively be done about it? What resources are already in place in the organizational structure? How will the performance of the new Customer Success department be measured and what do those metrics authentically mean? What are the segments of the customer base that the new group will focus on? How many Customer Success Managers will be needed now and as the company grows?

For a Case Study of how a company benefited from retaining a Customer Success Executive leader on both a fractional and on an interim basis, click here.

The firms listed below offer experienced Customer Success Executive leadership on a fractional or interim basis. Contact them via the links for more information on scope, pricing, and availability. Companies marked with an asterisk are members of The Customer Success Advisors program. A listing on this page does not in any way constitute an endorsement of any company by The Customer Success Association. Company names in boldface contain direct links to their respective websites and indicate those firms that have completed the application form.

Updated: 6/25/2026

* The Success League * [ Case Study ]

The Success League is a global consulting and training firm focused on developing customer success programs that drive revenue. Since 2015, we have helped hundreds of companies improve their customer experience, and thousands of CS professionals build their careers. One of our team of experienced customer success leaders can step in as a fractional leader if you:

* Need to Fill a Leadership Gap

* Have a Leader Who Needs Help

* Want to Structure Your CS Program Pre-Hire