Lead
Fractional Chief Customer Officer
Selective, part-time executive leadership of the post-sale organization - offered only when a company has the alignment and authority to make it work.
The problem
- The company needs post-sale executive leadership - someone accountable for retention, renewals, and the CS organization - but isn't ready for, or doesn't yet need, a full-time CCO.
- Without a single accountable executive, retention strategy gets made in fragments across sales, product, and support leadership.
When it's appropriate
- There is an aligned executive sponsor (typically the CEO or COO) who wants this role filled.
- Decision rights are clear enough that a fractional leader can actually decide things, not just recommend them.
- The company has the data access and internal resources to execute what gets decided.
What's included
- Ongoing executive accountability for retention and post-sale strategy
- Leadership of the CS organization's priorities, roadmap, and cross-functional alignment
- Board- and leadership-level reporting on post-sale health
- Participation in the decisions that shape the customer's experience after the sale
What's not included
- Unlimited execution across support, onboarding, CS, renewals, operations, and strategy simultaneously - this is executive leadership, not outsourced task execution
- A substitute for hiring a full-time CCO once the company has outgrown fractional capacity
- Engagement with companies that lack an aligned sponsor or clear decision rights
Typical outputs
- A single accountable owner of post-sale strategy
- Regular executive and board-level reporting
- A CS organization operating against a clear, leadership-endorsed plan
Likely timeline
Ongoing, part-time engagement, typically re-evaluated on a quarterly basis.
Next step
Check fit for fractional leadership
This engagement is selective by design. Read the fit criteria before reaching out.
Next step
Not sure this is the right service?
Most engagements start with a short conversation about what's actually happening, not a service selection.