Fractional CMO
Customer Experience
Part-time CMO leadership for service design, journeys, and retention motions that improve satisfaction and expansion.
Outcome-driven design
We measure NPS, expansion, and retention—not just satisfaction scores. CX that moves revenue, not just feels good.
Journey-based improvements
Map key journeys, identify drop-offs, fix what matters. Focus on moments that drive activation and expansion.
Voice-of-customer loops
Build feedback systems that surface issues early. Automated loops, not one-off surveys—continuous improvement.
What we do
- • Journey mapping and service design
- • Onboarding, activation, and expansion playbooks
- • Voice-of-customer loops and feedback systems
- • Support/CS process tuning and knowledge systems
Fractional engagement model
- • Ongoing strategic leadership with weekly/biweekly cadence
- • Map key journeys → identify drop-offs → fix and measure
- • Integrated with your team—not external consulting
- • Build CX playbooks, QA loops, and feedback systems
Capabilities
What's included in fractional CMO: customer experience.
End-to-end CX systems from onboarding to expansion.
Journey mapping
Map key customer journeys from awareness to expansion. Identify drop-offs, friction points, and moments of truth.
Onboarding & activation
Design onboarding flows that drive time-to-value and activation. Playbooks, checklists, and success metrics.
Retention & expansion
Build retention motions, expansion playbooks, and upsell strategies that increase LTV and reduce churn.
Voice-of-customer systems
Automated feedback loops, NPS programs, and customer health scoring to surface issues before they churn.
Support & CS optimization
Tune support processes, build knowledge systems, and design escalation paths that resolve issues faster.
CX measurement
Track NPS, CSAT, retention, expansion, and churn. Build dashboards and feedback loops to continuously improve.
Use cases
When to engage fractional CMO: customer experience.
Common scenarios where CX improvements drive the most impact.
High churn rates
Customers leaving after onboarding or first renewal. We map journeys, identify drop-offs, and fix what drives churn.
Low expansion revenue
Customers not expanding usage or upgrading. We build expansion playbooks and identify upsell opportunities.
Onboarding friction
Long time-to-value or low activation rates. We redesign onboarding flows and build success playbooks.
Support scalability
Support team overwhelmed, response times slow. We optimize processes, build knowledge systems, and automate where possible.
Reuben S. Mann, MBA
Executive go-to-market leader with mission-critical experience in regulated, high-stakes environments. Built category narratives, scaled revenue from ~$10M to ~$40M, and led GTM for complex technical platforms.
Ready for fractional CMO leadership?
Share your current CX challenges and goals. We'll reply with how fractional CMO engagement can map journeys, fix drop-offs, and build systems that improve NPS and expansion.
Related services
Explore other fractional CMO services.
Services that often work together with customer experience.