Fractional Customer Experience Leader for Subscription Brand
About the Role
We are a growing subscription-based eCommerce company looking for a Fractional Head of Customer Experience to help us design and implement a structured, scalable CX system.
This is not a customer support role.
We already have team members handling day-to-day tickets, onboarding, and customer communication.
We are looking for someone to step in at a strategic level to build processes, reduce churn, and help us create a world-class customer journey.
This role will start part-time and may evolve into a longer-term advisory relationship.
What You’ll Do
Phase 1 — Audit & Build (first 60–90 days)
Review our current support workflow and customer journey
Clarify responsibilities across our existing team
Build SOPs for support, onboarding, retention, and escalation
Identify churn risks and design retention strategies
Define KPIs, reporting structure, and success metrics
Help structure customer surveys and feedback loops
Audit our automation, messaging, and lifecycle touchpoints
Phase 2 — Optimize & Coach (ongoing)
Provide ongoing CX strategy guidance
Review churn data and recommend improvements
Help refine retention campaigns and onboarding flows
Coach team members on best practices
Identify opportunities to improve customer lifetime value
What We’re Looking For
We are specifically looking for someone who has:
Experience leading CX or Customer Success for subscription or eCommerce brands
Proven track record improving retention, churn, or customer lifetime value
Experience building CX systems, SOPs, or workflows from scratch
Strong understanding of customer lifecycle, onboarding, and retention strategy
Ability to work collaboratively with an existing support team
Comfort working in a remote, entrepreneurial environment
Nice to Have (but not required)
Experience with Zendesk or similar helpdesk platforms
Experience with subscription platforms (Recharge, Subbly, etc.)
DTC, SaaS, or membership-based business experience
Experience designing customer surveys or feedback programs
Time Commitment
Approximately 8–12 hours per week initially
May transition to 3–5 hours per week ongoing
This is a fractional / consulting role, not full-time.
Compensation
Open to hourly or monthly retainer proposals
Budget aligned with experience level
Please include your expected rate and availability when applying
Apply Now
Apply Now
We are a growing subscription-based eCommerce company looking for a Fractional Head of Customer Experience to help us design and implement a structured, scalable CX system.
This is not a customer support role.
We already have team members handling day-to-day tickets, onboarding, and customer communication.
We are looking for someone to step in at a strategic level to build processes, reduce churn, and help us create a world-class customer journey.
This role will start part-time and may evolve into a longer-term advisory relationship.
What You’ll Do
Phase 1 — Audit & Build (first 60–90 days)
Review our current support workflow and customer journey
Clarify responsibilities across our existing team
Build SOPs for support, onboarding, retention, and escalation
Identify churn risks and design retention strategies
Define KPIs, reporting structure, and success metrics
Help structure customer surveys and feedback loops
Audit our automation, messaging, and lifecycle touchpoints
Phase 2 — Optimize & Coach (ongoing)
Provide ongoing CX strategy guidance
Review churn data and recommend improvements
Help refine retention campaigns and onboarding flows
Coach team members on best practices
Identify opportunities to improve customer lifetime value
What We’re Looking For
We are specifically looking for someone who has:
Experience leading CX or Customer Success for subscription or eCommerce brands
Proven track record improving retention, churn, or customer lifetime value
Experience building CX systems, SOPs, or workflows from scratch
Strong understanding of customer lifecycle, onboarding, and retention strategy
Ability to work collaboratively with an existing support team
Comfort working in a remote, entrepreneurial environment
Nice to Have (but not required)
Experience with Zendesk or similar helpdesk platforms
Experience with subscription platforms (Recharge, Subbly, etc.)
DTC, SaaS, or membership-based business experience
Experience designing customer surveys or feedback programs
Time Commitment
Approximately 8–12 hours per week initially
May transition to 3–5 hours per week ongoing
This is a fractional / consulting role, not full-time.
Compensation
Open to hourly or monthly retainer proposals
Budget aligned with experience level
Please include your expected rate and availability when applying
Apply Now
Apply Now