Growforth Advisory · Fractional Customer Success Leadership

What I fix

What usually breaks first.

Renewals arrive as surprises.

You find out an account is leaving 30 days out. The decision was made months earlier. No health scoring, no leading indicators, so you are always reacting.

Every CSM runs it differently.

No playbook, no milestone definition, no clear owner. Time to value swings from weeks to months depending on who picked up the account.

Sales closes. CS inherits the consequences.

CS gets a contract with no context. What was promised, who actually decides, what success means to this customer. None of it is written down.

How it works

Start with the audit.

Most engagements start the same way. Two weeks, fixed scope, no retainer.

CS Audit and Roadmap

2 weeks

I interview your team and your customers, review your data, and read your last few closed contracts.

That last part is where most audits stop short. Half of what looks like a CS failure was decided at the deal, in what was promised and never written down.

You get a written report and a findings session. Where value is leaking, which accounts are at risk, what it is costing you, and a 90-day plan.

Book a 20-minute call

Where it goes from there

CS Foundation Sprint

6 to 8 weeks

We build the operating model. Lifecycle stages, health scoring, onboarding playbook, QBR template, Sales to CS handoff, and a value framework your CSMs use with customers.

Fractional CS Leadership

3 to 6 months

I run CS with your team every week, coach your CSMs and facilitate QBRs, until the function stands on its own.

Ashraf Gharbawi, founder of Growforth Advisory

About

Who you are actually hiring.

I have spent 15 years building customer success and delivery functions across enterprise SaaS, cybersecurity and telecommunications, in APAC and the GCC.

At Cofense I built the APAC customer success function from zero. A $10M portfolio. 35 enterprise and government accounts. Retention above 90%, with consistently positive net revenue retention. I grew a Tier 1 bank account by 300%.

I also made the team faster. Onboarding went from 60 days to 28. NPS moved up 25 points. Health check preparation went from four hours to thirty minutes, which gave the team back more than 1,500 hours a year.

Before that I worked directly with enterprise and government customers at MetaPM and TPG Telecom. I ran SaaS implementation and onboarding programs, and I sat in front of executives when things went wrong. On one program we had already breached SLA and the customer was preparing to terminate. I rebuilt the delivery plan and the relationship. We kept the contract.

I also sat on the pre-sale side of delivery for several enterprise deals at $500K+ scope. On one, the work could not be delivered for what Sales was about to sign. That is not a pricing problem. It is a churn problem that shows up at renewal. I said so before the contract went out. The deal was repriced and closed higher.

That is why I read your contracts before I read your health scores.

PMP CISM PSM ITIL V4

Common questions

Things founders usually ask.

How is this different from hiring a consultant?

Most consultants deliver a slide deck and leave. I stay until the system is running and your team is trained on it. The measure is a working function, not a report.

We already have a CS manager. Can you still help?

Yes. Often the best engagement is coaching an existing CS lead while building the infrastructure around them. The audit is a good place to start.

What size companies do you work with?

Series A/B SaaS between 20 and 150 people. Typically 15 to 80 customers and $1M to $10M ARR. That is where the CS function needs to be built rather than managed.

Do you work remotely or on site?

Both. Most work is remote, and I work with companies across APAC, the GCC, the US and UK. On-site sessions for workshops, team training and QBR facilitation when that makes sense. Travel is quoted separately.

How quickly can you start?

Usually within two weeks of a signed engagement. I take a small number of clients at a time, so availability depends on capacity.

Find out where your retention is actually leaking.

A 20-minute call. I will tell you honestly whether I can help and what that would look like. No pitch.