Packages

Structured engagements for the moments growing companies hit hardest.

Each package has a clear scope, a timeline, and deliverables you keep. Need something that isn't here? Let's talk.

Package 01

Support Function Build

Stand up your customer support function before you have a team to run it.

Early-stage SaaS companies often hit a wall when customers start arriving faster than the team can handle them. This engagement gives you a working support function: the tools, the documentation, the processes, and the first hires. Your Fractional Head of CX, Betts, builds it with you and hands it to whoever runs it next.

Compare options
What you get

Everything a support function needs to run without you holding it together.

  • Fractional Head of CXEmbedded with your team, starting with an evaluation of how customers reach you today.
  • Support stackPortal, email, and help desk, chosen and implemented around your actual needs.
  • Customer knowledge basePlatform selection and structure, built to deflect repeat questions.
  • Onboarding programScaled or one-to-one, depending on your customer mix.
  • Cross-functional agreementsHow support, product, and engineering share data, how product changes reach support before release, and how sales hands off to support as your ideal customer profile takes shape.
  • Baseline CX metricsTime to resolution, CSAT, support volume, and resolution rate, so you know what good looks like.
  • Hiring supportJob descriptions for your first onboarding and support roles.
Options

Three ways to build it.

Pick the scope that matches where you are now. Each one builds on the last.

OPTION 1

Launch

Getting a support function off the ground
Timeline
2–3 months
Investment
~$50–90K
Includes
Foundations, inbox and portal, core docs, lightweight processes, first hires scoped
OPTION 2

Build

Building a team that runs without a full-time executive
Timeline
4–6 months
Investment
~$100–160K
Includes
Everything in Launch, plus hiring the team, onboarding, and manager enablement
OPTION 3

Full Build

Standing up a complete CX function
Timeline
Up to 12 months
Investment
Custom
Includes
Everything in Build, plus quarterly reviews, forward planning, leadership development for team leads, and specialists for custom engineering as needed

Monthly retainers are available for ongoing support after the initial build.

Where to start

We start with a conversation.

Tell me where customers are getting stuck today, and I'll recommend the right starting point.

Let's talk