Your customer signed. Now what?
Fractional Head of Customer Experience
Getting them live and keeping them happy is a whole job. I do it part-time, until you're ready to hire someone full time.
Namely · Rippling · Sana Benefits
Sound like you?
It usually starts one of four ways.
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You just started taking on customers.
Someone has to own onboarding and renewals. It isn't a full-time job yet. It's mine, part-time.
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Your implementation flow doesn't exist yet.
I build the process your team will run after I'm gone, and I run it with them first.
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Your best person is out for six months.
I hold the seat, keep the customers warm, and hand it back the way I found it. Better, if you'll let me.
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Q4 is coming and the work is simple but relentless.
You need someone who project-manages and moves fast, for a window, not a hire.
Same pattern every time. You need the function before you can afford the headcount. That's the gap I fill.
What changed while I was there.
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Before 12After 40
implementations one manager runs at the same time
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Before 240 a monthAfter 0
signatures chased by hand each enrollment cycle
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Before 500+ a monthAfter under 40
billing errors after the audit and intake rebuild
Numbers from the implementation and operations teams I led. More on the About page.
What I take on
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Implementation & Onboarding.
Most implementation processes were built for a smaller company than the one you have now. I rebuild them for the size you're heading toward, so you can triple your implementations without tripling the team.
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Customer Operations & Automation.
I find the work that doesn't need a human, build the automation that does it, and hand your team the keys. Status decks, handoffs, renewals, the signature chase: the recurring chores that eat a team's week.
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Key Accounts.
Your most important customers get one named owner for renewals, escalations, and the ongoing puzzle of matching what they need to what your product does.
Part-time, inside your team, and gone when the system runs without me.
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Weeks 1–4: I learn your company.
Your product, your customers, your team's rhythm. Lots of questions, no changes yet.
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Then I take ownership.
A process rebuild, an automation backlog, your key accounts. Real responsibility on a fractional schedule, inside your tools and your meetings.
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Everything is documented and handed over.
Playbooks, automations, and relationships stay with your team.
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The terms are set before I start.
Which days, how I'm reached, what a response looks like. You get all of me on my days. On the others, your team has the playbook.
- Part-time, usually 2–4 days a week
- A defined window, usually 3–12 months
- Remote, US
“An onboarding document so thoughtfully structured and detail-rich, I genuinely felt set up for success before I even got started.”
The questions I get most.
How is this different from hiring a head of customer experience?
A full-time hire makes sense when the customer side needs someone every day. Fractional makes sense when it needs a senior person two to four days a week, and when you want the function built before you decide who runs it long-term. If it ends with you hiring full-time, I'll help you hire them.
How many days a week, and for how long?
Usually two to four days a week, for a window we agree on up front. Three months to a year is typical. Remote, US.
What happens in the first month?
I learn your company: product, customers, team, tools. I ask a lot of questions and change nothing yet. Then I take ownership.
Let's talk
Tell me what's slipping. I'll tell you where I'd start.
I work with two companies at a time, so I start in writing. Send me a few lines about where the customer side of your company is stuck. I read every note and reply within a week, even when it's not a fit.
Baig Innovations is also Penny, a bladder diary and flare tracker for women, live on the App Store. I built it with AI in eight months, never having written code. Meet Penny →