What is a Fractional CCO (Chief Customer Officer)?
A Fractional Chief Customer Officer is an experienced customer success executive who works part-time across multiple companies, providing strategic leadership to reduce churn, increase lifetime value, and build exceptional customer experiences.
The Fractional CCO Role
Fractional CCOs typically work 2-3 days per week, providing senior customer leadership for SaaS and subscription companies where retention is critical but a full-time CCO at £200-300k is not justified.
Key CCO Responsibilities
Customer Strategy: Segmentation, journey mapping, and experience design
Retention: Churn analysis, early warning systems, and save plays
Expansion: Upsell, cross-sell, and account growth programmes
CS Operations: Health scores, playbooks, and team processes
Voice of Customer: Feedback loops, NPS, and insight programmes
Who Needs a Fractional CCO?
SaaS companies with rising churn needing retention expertise
Scale-ups building their first customer success function
Businesses transitioning from services to subscription models
Companies where customer expansion is a primary growth lever
