Customer Success Playbook

About this task

This food producer for restaurants (5,000+ 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.

A fresh pair of experienced eyes is needed, and the result is a document or file the team can use straight away. It produces and sells food and drink, with seasonal peaks and strict labelling rules.

The work is fully remote, but the company can only contract people who live in Pennsylvania, so this one is for residents there. Evenings or weekends are fine, as long as the agreed weekly output is there. About 1 hour a week should overlap with the team's day (ET).

What you deliver

• Write a playbook with 15 plays and templates for a three-person CS team.
• A final note stating what was checked and what was left out of scope
• A 20-minute walkthrough call, or a recorded screen share if you prefer
• The finished deliverable in the agreed file format, with sources and assumptions listed

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 after the walkthrough. Edits requested within three working days are part of the price.

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, $84 an hour, is below the median senior Fractional Customer Success Manager rate in Pennsylvania ($85). 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 Pennsylvania · 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.