Fractional VP of Customer Success

Your CS org is
bleeding. Let's fix it.

Senior CS leadership for growth-stage SaaS and PE-backed companies — without the full-time hire, timeline, or risk.

Book a free discovery call See how it works
15+
Years leading CS orgs
$100M+
Revenue opportunities unlocked
98%
Retention rate achieved
PE
Exit experience — Vista Equity
The problem

Growth-stage SaaS breaks
CS. Every time.

You've closed Series B. Customers are coming in fast. But your CS org wasn't built for this — and it's starting to show.

Churn is climbing
Customers are churning before they've seen value. You're not sure why — and nobody owns finding out.
Onboarding is broken
Time-to-value is too long. The handoff from Sales is chaotic. Customers are confused and disengaged from day one.
No playbooks or processes
CS is reactive, not systematic. Every CSM does it differently. There's no repeatable framework for renewal, expansion, or escalation.
Scaling chaos
Revenue is growing but NRR is flat or negative. The CS team is overwhelmed. Leadership knows something is broken but doesn't know where to start.
Services

The right level of help
for where you are

Three engagement models — all with VP-level strategy, execution, and accountability.

Tier 1
CS Advisory
6–8 hrs/month · 3-month minimum
Bi-weekly strategy calls (60 min)
CS org audit & gap analysis
Churn diagnosis & retention roadmap
Async Slack / email access
Best for companies with a CS team in place that needs direction, not a hire
Most Popular
Tier 2
Fractional VP
15–20 hrs/month · 3-month minimum
Everything in Advisory
Build & own the CS playbook
Hire, coach & manage CS team
Own NRR, churn & expansion targets
Onboarding redesign & TTV optimization
Board & leadership meeting attendance
Best for Series B–C companies between VP hires or scaling CS fast
Tier 3
Embedded Rescue
25–30 hrs/month · 6-month minimum
Everything in Fractional VP
Full CS org build or rebuild
PE portfolio integration & reporting
M&A CS diligence & integration support
Transition plan to full-time hire
Best for PE-backed companies or post-acquisition CS turnarounds
About

Jay Fox

Customer Success executive with 15+ years leading high-performing teams across SaaS, data, and enterprise technology — including a PE-backed exit to Vista Equity.

$100M+
Revenue opportunities unlockedIdentified through strategic account reviews and CS-led expansion programs at TRG Screen.
30+
Global team ledScaled and managed CS, Support, and Enablement teams across multiple geographies and growth stages.
98%
Retention rate achievedAcross a $15M ARR enterprise portfolio spanning legal, finance, and advisory firm segments.
PE
PE exit experienceHelped build TRG Screen from $30M to $50M ARR and through a successful sale to Vista Equity Partners.
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"The best CS leaders don't just retain customers — they make customers impossible to leave."

I've spent 15 years inside SaaS companies fixing exactly the problems CS Rescue is built around — churn that compounds quietly, onboarding that never really lands, CS teams that are reactive instead of strategic, and orgs that scaled revenue without scaling the infrastructure to keep it.

Let's talk →
Who I help

Three types of clients.
One kind of problem.

CS Rescue is built for organizations where CS is broken, understaffed, or nonexistent — and the cost of inaction is measured in churn.

Series B–C SaaS
You've grown fast and your CS org didn't keep up. Churn is climbing, the team is reactive, and you need senior leadership before your next raise.
PE-backed portfolio companies
You've acquired a SaaS business or are preparing for exit. You need CS infrastructure built quickly, tied to EBITDA metrics your LP deck can support.
Between VP hires
Your VP of CS just left, and the search will take 4–6 months. You need someone to hold the org together, not let it drift. I bridge the gap — and often improve on what was there.
Get in touch

Book a free
discovery call

30 minutes. No pitch. Just an honest conversation about what's broken and whether I can help.

Prefer email? Reach out at hello@csrescue.com