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

Will This Work for Me?

What Makes Fractional CS Work?

We Focus Only on What Moves the Needle.

We don’t waste time on fluff. 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.

Isn’t Customer Success just about keeping customers happy?

No — and thinking that way limits your revenue potential.

Customer Success isn’t just about making customers feel good; it’s about making sure they achieve measurable value and outcomes from your product or service.

Here’s the difference:
Support = solving problems.
Success = driving growth.

Our role isn’t to smile and smooth things over — it’s to uncover unmet needs, identify upsell opportunities, ensure product adoption, and systematically improve retention. Happiness alone doesn’t secure renewals or expansions or boost retention — realized value does.

Retention isn’t just about keeping customers — it’s a multiplier across your business.

When customers stay, they naturally deepen product use and expand over time, triggering powerful growth effects:

• Lower acquisition costs, since you’re not constantly replacing churned customers.

• More predictable revenue, enabling better planning and investment.

• Increased lifetime value as customers stick, grow, and compound year after year.

Even small improvements in retention create exponential gains over time, transforming your growth curve from linear to compounding and driving meaningful long-term business impact.

Cost Efficiency

• Get senior-level strategy and execution for a fraction of the cost of full-time hires.

• No need to pay for fixed overhead, benefits, or training — you pay only for high-impact outcomes.

  
  

Speed to Impact

• We bring pre-built frameworks, proven systems, and experienced operators.

• Skip the months-long hiring, onboarding, and ramp-up cycle.

Laser Focus on High-ROI Work

• We zero in on the most valuable CS tasks: retention strategy, upsell growth, risk mitigation, and client success measurement.

• Your in-house team stays focused on Onboarding, Training, Escalations, Product support, and Specialized Delivery.

Outside Perspective + Fresh Insights

• We offer unbiased, cross-industry expertise to identify blind spots your internal team may miss.

• Our external vantage point helps you unlock quick wins and innovative solutions.

Fractional Flexibility + Scalability

• Scale up or down as needed without worrying about headcount commitments.

• Engage Verityx for strategy, execution, or both — customized to your needs.

Data-Driven Continuous Improvement

• We implement AI-driven feedback loops, real-time coaching, and metrics tracking from day one.

• You get transparent dashboards and clear accountability without building complex internal systems.

Immediate Access to Expertise

• Gain access to specialized CS talent without the risk, cost, or delay of full-time recruitment.

• Our team stays up to date on best practices, tools, and trends so you don’t have to.

Why Choose Verityx?

What is Net Revenue Retention (NRR) & Why is it important?

Net Revenue Retention (NRR) is a key performance metric that measures the revenue growth from existing customers over a specific period, crucial for understanding the benefits of fractional customer success services. It accounts for upgrades, downgrades, churn, and expansions, which are essential components in a scalable customer success strategy for startups. Leveraging NRR helps build a strong customer success foundation by providing a clear picture of how much revenue is retained from the existing customer base, an important factor when considering current best practices in remote customer success management.

NRR is crucial because it reflects the health and satisfaction of your customer relationships. A high NRR indicates that your customers are not only staying with your business but are also increasing their spending, which is a sign of product satisfaction and perceived value.

Our Mission

Helping startups unlock retention, amplify customer value, and scale smarter — through data, strategy, and human-driven Fractional Customer Success.