Customer Success Playbook

About this task

This Series C developer-tools company for hospitals and clinics (501–1,000 employees) is looking for a senior Fractional Customer Success Manager for a single piece of work with a fixed scope and a fixed price. Standard plays for onboarding, risk and expansion.

The work is too small to justify a hire and too important to leave to chance. The company sells subscription software, so deadlines follow release and billing cycles.

The work is fully remote, but the company can only contract people who live in Massachusetts, so this one is for residents there. Evenings or weekends are fine, as long as the agreed weekly output is there.

What you deliver

• Write a playbook with 20 plays and templates for a three-person CS team.
• One round of edits after the company's review is included
• The finished deliverable in the agreed file format, with sources and assumptions listed
• A 20-minute walkthrough call, or a recorded screen share if you prefer

How the work runs

• Day 1: kickoff call and access to the files
• Days 2 to 8: the work, with questions answered the same day
• Last day: delivery and a short walkthrough

Duration: 2 to 3 weeks. Accepted on the company's written OK. If something is missed, you fix it in the same week at no extra charge to either side.

Tools

How you get paid

• The company prepays Deftridge before your first hour, so payment does not depend on a late invoice.
• Deftridge pays you in USD after the company confirms the hours or the deliverable. The payment date is written in your task agreement.
• You work as an independent contractor: you report your own income, and your recruiter sends the statements your accountant needs.
• You never chase the company. Questions about money go to Deftridge.

What happens after you say you're interested

1. Within one working dayA recruiter writes to you to confirm your hours and the rate you want.
2. You agree the rateYou and the recruiter fix an exact rate inside the company's range. You decide whether to go ahead.
3. With your written OKThe company sees the anonymous profile below. Most companies answer within three working days.
4. StartYou sign the task agreement and the company's confidentiality terms through Deftridge, and begin on the date above.

What the company sees about you

First name, field, experience, tools and the hours you offer. Not your surname, your employer or your contact details.

How this rate compares

The midpoint of this range, $88 an hour, is below the median senior Fractional Customer Success Manager rate in Massachusetts ($110). The shaded band is the 25th to 75th percentile of the market.

All Fractional Customer Success Manager jobs in United States · Fractional Customer Success Manager rates in Massachusetts · Operations & Assistance jobs

Questions about pay and privacy

The rules are the same for every task. Pricing explains the 15% fee, prepayment and when you are paid; How it works covers matching, what the company sees and side work next to a job.