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 on the first call.
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
Thirty minutes. I'll tell you where I'd start.
Tell me where the customer side of your company is straining. You'll get my first read, whether or not we end up working together.
Or email sara@baig-innovations.com
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 →