We help early-stage Founders build GTM client retention systems that scale—without adding headcount.

Will This Work for Me?

What Makes Retention-as-a-Service™ Work?

We Focus Only on What Moves the Needle.

We focus on the two highest-ROI activities in Customer Success:
→ Strategic customer conversations
→ Capturing and operationalizing actionable data

Our proprietary system let's us build out processes to uncover pain points, feature gaps, and expansion signals—then make sure your customers are crystal clear on the ROI they’re getting long before renewal comes up.

Because we focus only on what drives retention and growth, we can deliver CS at a fraction of the headcount—with higher customer satisfaction.

You choose the model:

Option A: Fractional Customer Success Team

We build the processes & We run it for you—handling the strategic layer of CS as an 3rd party partner.

Option B: Customer Success as a Culture

We build the processes and train your product / delivery teams to own CS conversations directly—removing the silo entirely and shortening the feedback loop from customer to roadmap.

Fewer people. No extra headcount. More insight, faster.
Whether we run it or coach your team to own it, we build CS around what actually drives renewals and growth for your specific business and clients.

"Danielle is a true rockstar. During my time at Proper AI I had the pleasure of working with her and the privilege of being able to watch her continuous growth. She's detail-oriented, friendly, dependable, and always hungry to help in any way she can. She's also remarkably resilient, able to pivot and adjust to new processes (many of which she helped create!), and always up to the task of training and supporting others. She's ambitious yet humble and an absolute pleasure to work with. Whether customer-facing or on an internal team, anyone would be lucky to work with her."

- Sarah Klegman

Chief People Officer

December 2, 2024

★★★★★

Let’s Address the Real Questions…

We don’t expect you to hand over your clients without asking the tough questions. Here’s how we earn your trust before, during, and after every engagement:

Q: Why would I hire a service that doesn't even know my company or clients?
A: Because we build our systems to know them. Verityx doesn’t use a plug-and-play model. We start with a tailored discovery of your ICP, current CS motion, escalation paths, and value delivery. Then we map our process to mirror yours — or help you build the ones you're missing — with clearly defined roles and responsibilities so everyone knows what to expect.

Q. Why would I delegate the most important part of my business — my client relationships — to an outside party?
A: Because we don’t replace your team — we amplify it. Our strategy consulting and fractional services give you access to tested systems and insights without the burden of hiring a full-time CS team. You retain ownership of the client relationship, while we help optimize the strategy, surface key feedback, and support day-to-day execution where needed.

Q: How do I know you're actually staying within our CS parameters and scope of service?
A: After reviewing and documenting all processes and R&Rs, we build a custom AI Coach to evaluate and enhance our team's performance on every client call. You get access to all notes and recordings. Our team is scored on how well they follow MBR/QBR questions, probe for details and set expectations. They receive real-time insights and feedback to act on immediately, and we review this together during weekly 1:1s for accountability and continuous refinement. Our proprietary AI framework highlights issues and case study opportunities, ensuring nothing is missed and every interaction delivers maximum value while staying aligned to your defined boundaries and goals.

Q: How do you manage difficult situations? Who escalates? Who runs the client comms?
A: We work with you to define the escalation path, and we follow it precisely. We act as a neutral listening ear, asking intentional questions to uncover as much detail as possible. We reassure the client that we will escalate their concerns to the right experts on your team. We never offer commitments or guarantees on your behalf. Instead, we focus on gathering feedback, probing for root causes, and making sure your team has everything they need to follow up with a clear action plan and next steps.

Q: How can I trust your process?
A: Because it’s built on visibility and accountability. Every step we take is documented, measured, and mapped back to your desired outcomes. You’ll never wonder what’s happening — you’ll have the metrics and the roadmap to see it.

Q: Is this actually worth my time and money?
A: What makes Fractional CS possible and offers the highest ROI is that we focus solely on the highest ROI tasks: strategic customer conversations & data. We uncover pain points, roadblocks, feature gaps, and growth opportunities, ensuring no issues block renewals and that customers are fully aware of the ROI they’re receiving long before renewal time. Because we focus only on this layer of CS, your in-house experts handle escalations and tech support. That means we can operate with a fraction of the headcount and produce a higher return by staying laser-focused.

Q: Can't AI just replace Customer Success entirely?
A: We strategically use AI to streamline processes and ensure every bit of valuable data is captured, but no — we firmly believe the human element in client conversations is irreplaceable. In fact, we suspect that before long, having access to a human CSM will be seen as a boutique, premium service. Just think about how quickly you press '0' when calling any help desk. Our approach blends cutting-edge AI with expert human insight to deliver results no machine-only system can match.

Q: What if I want to hire and bring on my fractional CSM full time?
A: We love when that happens — it’s one of the best outcomes we can help create. If you decide to bring on one of our fractional CSMs as a full-time hire, we charge a one-time conversion fee of 20% of the candidate’s first-year base salary. If the fractional CSM has been engaged with you for 12 months or longer, that conversion fee drops to 10%. We ensure the transition is smooth, fully documented, and aligned to your long-term goals, and we can continue supporting you with strategy or additional fractional services if needed.