FAQs
The most frequently asked questions are listed below. If you can’t find what you’re looking for, please get in touch.
General & Getting Started
How do I get started?
Book a free, 30-minute discovery call. It’s an informal, no-obligation conversation where we discuss your goals, explore the best support path, and ensure we’re the right fit to work together.
For Scale-Ups: We evaluate your current Customer Success, ARR retention, or team scaling challenges.
For Individuals: We discuss your career pivot, leadership goals, or personal growth priorities.
If it’s not a fit: If my services aren’t the right match, I’ll gladly introduce you to a trusted contact in my network.
Do you offer group coaching or community programmes?
Yes! Through my co-founded venture Lead Next, we offer group workshops, monthly peer-coaching meetups, and community resources tailored for new and aspiring leaders.
You can learn more directly at leadnextfirst.com.
Fractional Customer Success Leadership
What is a Fractional CS Leader, and when does a company need one?
A Fractional CS Leader provides senior-level Customer Success direction, retention strategy, and team management on a part-time or project basis. This gives growing scale-ups executive-level expertise without the cost of a full-time C-suite salary. You likely need one if:
- Gross MRR Churn is rising and you need a dedicated retention audit.
- Your CS team is scaling and lacks standard playbooks, health scores, or onboarding frameworks.
- You need temporary leadership following a departure, or during an executive transition or funding push.
How are Fractional CS engagements structured?
Engagements are tailored based on your business stage, typically falling into two categories:
- Strategic Audits & Projects: Short-term, focused sprints to fix churn, redesign onboarding, or build CS playbooks.
- Ongoing Fractional Leadership: Monthly retainer arrangements (e.g., 1–2 days per week) to embed within your leadership team and manage CS operations. This can also include recruitment support to eventually end the engagement.
1:1 Executive & Career Coaching
How long do 1:1 coaching engagements last?
Most clients enrol in 3 to 6-month programmes, which provide enough runway to achieve deep, lasting transformation.
- 3 to 6-Month Bundles: Best for navigating career pivots, executive promotions, or building burnout resilience.
- Ongoing 12+ Month Support: Designed for founders and senior executives seeking continuous strategic partnership.
- Check-in Sessions: Available for ongoing accountability after completing a core programme.
Media & Resources
- Read my blog post: From Journalism to Executive Coaching
- Listen to the Seasons of Leadership Podcast
- Connect on LinkedIn
- Reach out anytime: dawn@dawnmurdencoaching.com
