Fractional Customer Success Leadership – Retain & Grow Your B2B Customers
By Emily Dawkins
You've worked hard to win your customers. Now how do you make sure they stay? For growing B2B SaaS and AI businesses, attracting new customers is only part of the challenge. Keeping your most valuable customers happy, managing complex enterprise relationships and identifying opportunities to grow existing accounts can make a significant difference to your long-term revenue. But hiring a full-time Customer Success leader isn't always the right next step. That's where Emily Dawkins comes in. Emily is the founder of Sense & Structure Consulting, providing flexible Customer Success expertise to B2B SaaS and AI businesses that want to retain and grow their most valuable customers. With over a decade of experience managing major enterprise accounts across technology, retail, financial services and banking, Emily helps founders build a more structured and effective approach to Customer Success. What can Emily help you with? • Customer retention: Identify and address risks that could lead to losing valuable customers. • Enterprise customer management: Navigate complex customer relationships and understand the expectations of larger organisations. • Customer Success strategy: Build structures and processes that support stronger, longer-lasting customer relationships. • Revenue growth: Identify opportunities to grow revenue from your existing customer base. • Fractional leadership: Access experienced Customer Success leadership without committing to a permanent senior hire. • Team development: Establish a stronger Customer Success function as your business grows. Who is this service for? Women founders and business owners who: • Run B2B SaaS or AI companies. • Have recently won their first enterprise customer. • Want to attract and successfully manage larger B2B accounts. • Are concerned about customer churn or declining net revenue retention. • Need senior Customer Success expertise but aren't ready for a permanent hire. • Want to build a more predictable approach to customer retention and growth. How does it work? Emily works with businesses on a flexible, fractional basis, typically between one and three days per week, depending on their needs. She can help establish the structures, processes and leadership needed to manage valuable customer relationships more effectively. Her approach is practical and hands-on, focused on understanding your business quickly and making meaningful progress. You don't always need more customers to grow. Sometimes, the biggest opportunity is in the customers you already have.
Remote · United Kingdom · Worldwide
About the Provider
Emily Dawkins
Fractional Customer Success Leader & B2B Growth Consultant
Helping B2B SaaS and AI founders retain their most valuable customers, reduce churn and grow recurring revenue without hiring a full-time Customer Success leader.