Fractional CS/CX
Strategic part-time leadership to scale your team without full-time costs.
- ✔ Retention playbooks
- ✔ Lifecycle design
Enterprise-grade CS for growing SMBs
25+ years of global leadership in SaaS and CX. I help companies build scalable onboarding, stop churn, and automate support with AI—delivering executive-level results on a fractional basis.
Orlando Ochoa
Fractional Head of Customer Success / CX
Outcomes I aim for
Every engagement sets baselines and targets, then ships playbooks, dashboards, and SOPs your team can run.
- 0 %
Churn reduction
Stabilize your revenue base by fixing leaks in the customer journey.
+ 0 %
Expansion Rate
Unlock upsell opportunities through proactive success frameworks.
- 0 %
Time-to-Value
Accelerate onboarding to get customers to their "Aha!" moment faster.
+ 0
NPS / CSAT Lift
Measured points increase in customer satisfaction and brand loyalty.
*Illustrative ranges based on typical SaaS baselines. We’ll define your specific KPIs together.
I've worked with
Core Expertise
Hands-on leadership and repeatable systems that grow lifetime value and revenue.
Churn Reduction
Fix the friction and measure what matters with outcome-based plans.
- ✔ Cohort analysis
- ✔ Risk workflows
AI Automation
Deflect tickets and speed resolution using grounded AI triage.
- ✔ AI chat & assist
- ✔ Workflow UX
A simple, proven approach
I don't just give advice; I install the systems your team needs to scale retention independently.
01
Audit & Strategy
Deep dive into your data, interviews, and journey audit to identify churn drivers and define clear, measurable success levers.
02
Build & Enable
We ship the playbooks, AI automations, and dashboards. I train your team and install the foundational systems tied to your roadmap.
03
Scale & Handoff
Monthly reviews and performance adjustments to ensure the engine runs predictably, allowing me to hand off the reins to your team.
Ways to engage
Flexible options for stage and budget. All include clear deliverables and operating cadence.
Fractional
Part-time leadership
Owns CS/CX outcomes without full-time headcount.
- ✔20–40 hrs / month
- ✔Strategy + hands-on builds
- ✔Weekly standups & KPIs
Project
Fixed-scope sprints
Targeted outcomes in 4–8 weeks.
- ✔Onboarding redesign
- ✔Churn playbook
- ✔AI deflection setup
Advisory
Monthly guidance
Senior sounding board for founders & CS leads.
- ✔2–4 calls / month
- ✔Asynchronous feedback
- ✔Hiring & org design help
Ready to scale your Customer Success engine?
Tell me about your current bottlenecks. I personally review every inquiry and reply within 24 business hours with an initial assessment.
Let’s connect
Tell me about your goals. I’ll reply with next steps and available start dates.