Experience Driven by Results
With over two decades leading Customer Success in high-growth SaaS environments, Orlando Ochoa doesn't just consult—he builds the systems that sustain predictable revenue.
+25y
Expertise in CS/CX
Built in the trenches, not in a classroom
Operational Leadership Under Real Pressure
I didn’t learn Customer Success from frameworks—I built it while running high-volume, 24/7 operations with real revenue, real customers, and real consequences. I’ve led CS and CX teams where uptime, quality, and retention weren’t optional, and execution mattered more than theory.
Global Perspective
Based in Toronto, I’ve managed international teams and customer bases across multiple regions and time zones. I understand how culture, language, and operating models impact customer experience—and how to design systems that work globally without breaking locally.
Financial Discipline
My approach is grounded in unit economics. I focus on the metrics that actually matter—Net Revenue Retention (NRR), Lifetime Value (LTV), churn, and cost-to-serve—so Customer Success drives growth instead of becoming overhead.
FAQ
What is a Fractional Head of Customer Success? ↓
A fractional leader provides executive-level expertise on a part-time basis. You get the impact of a VP of Customer Success / CX without the full-time cost.
How quickly can I see results? ↓
Many clients see improved onboarding, reduced churn, or faster support response times within the first 60–90 days.
Do you only work with SaaS companies? ↓
No. While SaaS is my specialty, I also help service-based businesses and marketplaces that rely on recurring customers.
How do we collaborate? ↓
All work is done remotely via google meet or microsoft teams. You’ll always have clear deliverables and progress updates.
Is there a contract or minimum term? ↓
All I typically ask for a 3-month engagement to deliver meaningful results, but I’m flexible based on your needs.
What happens next?
- 1
Audit: Orlando personally reviews your submission and LinkedIn profile to understand your current stage.
- 2
Discovery: If there's a fit, we'll have a 25-minute strategy call to identify your retention bottlenecks.
- 3
Roadmap: You'll receive a high-level plan of how a Fractional CS Head would transform your operations.
"I only take on projects where I can guarantee a 3x-5x ROI on my cost within the first 6 months."
— Orlando Ochoa
Let’s connect
Tell me about your goals. I’ll reply with next steps and available start dates.