How A Fractional Leader Fixed This CEO's Problems

This is what engaging with a Certified GTM Partner actually delivers. Don Murray, CEO of Safe Software, had a problem. For years, customer success at Safe Software barely existed. Customers who never asked for help just got left alone, some of them sitting on unused value for over a decade. Then he brought in Sandy Yu, a Certified GTM Partner Fractional Leader and Customer Success expert, to build the company’s CS system. What started as a 3-month pilot turned into 7 months and has now become a full-time hire. The result? One customer alone, untouched for 15 years, jumped from $50K to $70K a year once it found the right use cases. This is what real GTM impact looks like. ⏱ TIMESTAMPS (00:00) Why this fractional leader's 3-month contract became 7 months (00:57) Don Murray introduces Safe Software and its shift to proactive growth (01:41) What customer success looked like at Safe before the engagement (02:49) Why Don trusted a fractional leader with Safe's top accounts (03:35) How the team responded to a fractional leader embedded cross-functionally (04:19) Building the muscle to proactively visit customers on-site (04:58) Putting a systematic, targeted approach to customer engagement in place (05:41) The advice for any CEO on the fence about investing in customer success (06:36) What excites Don most about this next chapter of growth (07:31) Increasing customer lifetime value by building the CS foundation from scratch (09:08) Inside "All Data, Any AI": how Safe's differentiator opened new departments (11:11) The real difference between "being proactive" and actually being proactive (11:35) The water company case study: 15 years untouched, then $50K to $70K (12:24) Don's history with fractional hires and his initial reaction to Sandy (13:27) The tangible results of the pilot (14:02) What surprised Don most seven months into Sandy’s intervention 📌 Subscribe for daily GTM OS strategy and leadership frameworks runongtmos.com/move