90 Days With Fractional CS Ops: A Behind-the-Scenes Story

TL;NR

Fractional CS Ops can be a game-changer for SaaS teams that aren’t ready to hire full-time.
Here’s the story of what happens in the first 90 days and why it works.

The Starting Point

A SaaS company at $8M ARR reached out.

• They had 3 CSMs, no CS Ops.

• Renewals were reactive.

• Every CSM had their own onboarding process.

• Leadership couldn’t forecast retention.

Sound familiar?

What We Did in 90 Days

Month 1: Audit & Setup

• Customer journey mapped end-to-end

• Core metrics defined (TTFV, NRR, churn %)

• CRM cleaned up

Month 2: Playbooks & Automation

• Standard onboarding workflow

• Renewal 120-day countdown

• Usage-based expansion alerts

Month 3: Dashboards & Alignment

• Exec dashboard for NRR + renewals

• Joint reviews with Sales/CS

• Roadmap for scaling Ops as they grew

The Results

• Time-to-First-Value cut by 40%

• Renewal forecast accuracy up to 85%

• CSM admin work cut by 25%

• Expansion pipeline started surfacing organically

Why Fractional Works

• Faster than hiring (start in days, not months)

• Cheaper than a full-time Ops head

• Outcome-focused: deliverables, not overhead

For early and growth-stage SaaS, fractional CS Ops is the fastest way to turn chaos into clarity.

Final Thought

You don’t need a six-figure hire to build CS Ops.
You need systems that work and you can get them in 90 days.

👉 Book a free consultation to see if fractional CS Ops is the right fit for your team.