𝑥ponentialLABS

SI-centric fractional Chief Customer Officer, operations first

Your customer operation repeats the same outputs every day. Do you know what one costs?

Most leaders can't say. Until they can, every plan to apply new tools is an argument, not a ranking.

Customers onboarded, cases resolved, renewals closed, quotes issued: each is an output your team produces over and over. Few operations have named them, counted them, costed them and given each one an owner. I put a unit cost on the work, then rank where new tools pay: unit cost, times volume, times the share a machine can realistically reach. Score your operation below.

Score your customer operation Join the waitlist

Score your customer operation

10 questions. No right answers. I'm looking for where the repeated work in your customer operation has no unit and no owner.

This is a 10-question diagnostic across five dimensions of unit economics in a customer operation: whether you have named the repeated outputs, counted them, costed them, separated the manual work from the rest, and given each one an owner. It does not ask which tools you have bought. Score yourself honestly. Higher scores mean a larger gap between what the operation does and what you can measure about it.

Operations first. Tools second.

Operator credentials, not consultant credentials.

I run customer operations. I don't sell a roadmap for adopting tools faster.

Tools are table stakes: they are available to everyone and they commoditize fast. What does not commoditize is the operation underneath: which outputs you repeat, what each costs, and who owns it.

I work as your fractional Chief Customer Officer. I take the operation as it is, name the repeated outputs, put a verified unit cost on each, and rank the candidates for new tools on one basis. The result is a roadmap specific enough to execute without me, and the instrument to recompute it.

Credentials

  • Former CXO at an international financial-services group — 240+ person sales org, regulatory constraints
  • CCO at RiseOhana — early-stage, fast-moving, minimal process overhead
  • Co-founder at Threatly — security domain, founding team dynamics
  • Advisory at Lyric — board-level perspective, external vantage point
  • Sole operator of xPonential Labs — AI operating frameworks, from-scratch builds, live stakes

What I actually do

Name the outputs

Write down what the customer operation repeats (onboard, resolve, renew, quote) and agree one definition for each.

Cost each one

A verified unit cost per output, reconciled to actuals, so every candidate is ranked on the same basis.

Stay in the work

I stay in the work, not above it. Monthly operating rhythm. I see blockers before you do.

Tell me what you're trying to change.

I take 4–6 clients per year. If the fit is right, I'll reach out.