Fractional leadership
A senior support leader, part-time.
I step in as your fractional VP of Support: I fix the system, show your CFO what support is worth, and hire the person who takes it from there.
Who it’s for
B2B SaaS with a support team of roughly 8 to 60 people, and one of these on the table.
- Your support leader just left, or the team never had a real one.
- The board or CEO wants an AI plan for support, with a deadline.
- The CFO is asking why support costs what it does.
- Churn or renewals are being blamed on support, with no data either way.
- The team is scaling fast and running on heroics.
The first 90 days
See it
A light Baseline inside the role: a labeled sample of your real interactions, the top failures priced, the team and systems mapped. Leadership sees where support stands and what it's costing.
Fix the system
A severity and priority model, an escalation path to engineering that holds, a scorecard leadership trusts, and incident communication. The team stops running on heroics.
Make the case
A value one-pager for the CFO, an AI decision by issue type, a staffing plan, and hiring or developing the permanent leader.
After 90 days it goes month to month, or ends with a clean handoff to a permanent leader I helped hire. Interim, full-time roles are priced to scope.
Talk it through: 30 minutes, no pitch.
Bring the decision on your desk. You'll leave knowing whether your data can answer it.