Fractional Customer Success Manager

About Malloy Industries

helps growth\-stage CEOs scale from $1M\-$50M in annual revenue by connecting them with relentlessly generous fractional executives who deliver strategic leadership without the full\-time price tag. Over the past five years, we’ve served 125\+ companies through our network of 400\+ fractional executives, maintaining an 80%\+ customer retention rate and a 95%\+ placement success rate.

We’re a delightfully tiny, fully remote team that operates on five core values: relentlessly generous, vulnerably trustworthy, enthusiastically fun, independently productive, and flexibly learning. We expect our team to go the extra mile for clients and each other, bring their whole selves to work (Brené Brown style), infuse every meeting with laughter and dad jokes, work autonomously without micromanagement, and Google their way to victory when facing new challenges.

Customer Success Manager Job Description

We’re seeking a fractional Customer Success Manager who thrives at the intersection of client success, project management, and strategic growth. This is not a traditional customer success role—you’ll be the trusted advisor to both our fractional executives and the CEOs who hire them, ensuring exceptional service delivery while identifying opportunities to expand relationships. You’ll manage a book of 5\-15 clients and coordinate 5\-25 active fractional executives, serving as the connective tissue that makes our marketplace hum.

In a typical week, you’ll conduct 1\-5 client check\-ins, guide new clients through our Strategic Clarity \& Matchmaking Program™, monitor fractional executive performance, and strategically identify upsell opportunities within our portfolio. You’ll spend roughly 50% of your time on client success, 30% on delivery coordination during Month 1 engagements, and 20% on expanding existing relationships with additional fractional roles or extended engagements.

You have strong relationship management skills. You possess excellent communication skills, fluency in English, proven client\-facing experience, and the ability to work independently with minimal supervision while managing multiple client relationships simultaneously. You know how to clearly communicate internally on Slack.

This role reports to our Chief of Staff, Tina Moriarty, and offers a clear path to Customer Success Director as we scale. You’ll receive abundant learning opportunities, continuing education support, and professional development resources to grow alongside our business.

What You’ll Do

Client Relationship Management

• Conduct 1\-5 weekly check\-ins with fractional executives and client companies to ensure service quality, alignment, and satisfaction
• Serve as the primary point of contact for ongoing client communications, acting as a trusted advisor to C\-level executives
• Monitor fractional executive performance against Malloy Industries standards and client expectations
• Run professional client meetings with confidence, clarity, and strategic insight

Strategic Clarity \& Matchmaking Program™ Delivery

• Guide new clients through our Month 1 onboarding process, ensuring seamless transitions and early wins
• Conduct a full Scalable Operational Maturity Assessment™ across finance, operations, HR, marketing, sales, and leadership functions
• Complete additional assessments, which may require you to ask scripted questions on Zoom, share your screen, and take notes based on responses
• Write, review, and/or deliver weekly Trust\-building Progress Snapshot (TPS) Reports™ to ensure transparent communication and alignment on all project activities
• Identify bottlenecks preventing the Client from scaling to include in the Fractional Executive Scope of Work (SOW) documents
• Collaborate on a Prioritized Action Plan
• Use our proprietary AI matchmaking algorithm to identify top candidates
• Screen, vet, and/or interview the best Fractional Executive candidates to present the top 1\-3 candidates with video responses and profiles to the Client
• Facilitate Client and candidate interviews and the selection process

Growth \& Revenue Expansion

• Identify upsell and expansion opportunities within your client portfolio, including active listening about needs for additional fractional roles, extended engagements, and/or complementary services
• Leverage our to match client needs with the right expertise
• Nurture strategic account relationships that increase client lifetime value
• Collaborate with leadership to develop and execute account\-based growth strategies
• Recommend custom gifts for clients

Communication \& Coordination Excellence

• Coordinate between fractional executives, clients, and internal team members to align on goals, deliverables, and timelines
• Track engagement progress, deadlines, and deliverables across multiple simultaneous placements
• Respond promptly to client and fractional executive emails with thoughtful, strategic communication
• Coordinate and send calendar invites for client meetings, check\-ins, and strategic reviews
• Follow up after every meeting with clear action items, next steps, and accountability
• Prepare client reports, presentations, and strategic recommendations as needed

Administrative \& Strategic Support

• Utilize HubSpot, Notion, Slack, and Google Workspace to manage client data, communications, and project tracking
• Support marketing efforts by capturing client success stories and testimonials
• Conduct research on client industries and competitive landscapes to inform strategic recommendations
• Maintain confidentiality and attention to detail across all client interactions

What You Bring

Essential Qualifications

• 5\+ years of client\-facing experience, preferably with C\-level executives in B2B services environments
• Experience working with a services business (consulting, agencies, professional services, fractional work, etc.)
• Excellent written and verbal communication skills to run professional meetings independently
• Strong organizational and time\-management skills to manage multiple client relationships simultaneously
• Proven ability to be highly responsive to emails, coordinate meetings, and follow up with action items
• Self\-motivated to work independently \& take initiative without micromanagement
• Must have access to and regularly use a dual monitor setup to support efficient multitasking and customer success work
• Available at least 10 hours/week for remote work with reliable internet and video conferencing capabilities
• Generally available Monday\-Friday, 9am\-5pm ET for client meetings (flexible schedule otherwise)

Nice\-to\-Have Experience

• Consulting experience at a large firm
• Customer success or account management experience with revenue expansion responsibilities
• Sales experience with demonstrated success in B2B environments
• Proficiency in CRM systems (HubSpot preferred)
• Familiarity with Notion, Slack, and project management tools

Personal Attributes

• Strategic and thoughtful communicator who can translate complex ideas into clear action
• Keen attention to detail
• Comfortable with revenue\-generating activities and growth conversations
• Enthusiastic about building trust\-based relationships with clients and fractional executives
• Highly aligned with our core values of relentlessly generous, vulnerably trustworthy, enthusiastically fun, independently productive, and flexibly learning

Work Environment:

This is a remote position with a flexible work location. You will need a reliable internet connection and access to your own computer. While you have flexibility in your schedule, you should generally be available Monday through Friday, 9 am \- 5 pm ET, for client meetings. You’re welcome to have other clients or commitments as long as you proactively communicate your availability and can dedicate at least 10 hours per week to this role.

How to Apply

• Email all of the materials to our Chief of Staff at tina@malloyindustries.com and CC: hello@malloyindustries.com
• Submit your resume
• Submit a cover letter including a list of your skills, focusing on your client success experience and any sales achievements (Ensure you have set permissions to anyone can edit the document)
• Submit your hourly rate requirements
• Submit a 3\-5 minute video of yourself answering these questions and provide a link for us to watch it:
• Why are you interested in this position?
• What do you know about Malloy Industries and the fractional executive industry?
• How do you plan to balance customer success, client service, and revenue growth objectives for this role?
• What sales experience (if any) do you have, and how would you identify growth opportunities with our clients?
• Where do you see yourself in 5 years, and how can this role help you get there?

Job Types: Part\-time, Contract

Pay: $30\.00 \- $50\.00 per hour

Benefits:

• Work from home

Experience:

• Customer relationship management: 2 years (Required)
• Client services: 5 years (Required)

Language:

• English (Required)

Work Location: Remote