Fractional COO · growth stage B2B SaaS

Fractional COO and Operations Diagnostic for B2B SaaS. Big promises. Chaotic onboarding. Slow adoption. Lagging SLAs. Surprise churn.

The Wrinkle Map is an operations diagnostic tool to find the breakdowns on the customer journey, from signed contract to renewal. Take the quick quiz below to identify the friction in your operations.

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Sound familiar?

SalesThey signed. It goes live in two weeks.

ImplementationNobody told us it was two weeks.

ProductWe don't integrate with their system.

ResultRetention drops due to broken promises.

Operations never break in one place. I find every place they do.

8 areas · 100 points

The Wrinkle MapExplained.

01

the beginning

Teams and leadership take the assessment on how your processes are built and how they actually run.

02

further investigation

I review the findings and talk to both the big fish and the small fish. I flag where we need to dig deeper together.

03

ranked fixes

Each one has a named owner and a dollar impact. We decide on a roadmap and a 30/60/90-day plan, and I help implement it.

The eight areas it scores

01HandoffWhat did sales promise, what expectations are set for customers, and what was passed on?

02ImplementationWhat's happening from contract to kick-off to go-live?

03Adoption and customer contextIf your champion leaves, does anyone else know why your product was contracted?

04SupportWhen something breaks after go-live, who owns it and under what SLAs?

05Renewal and churn ownershipWho owns the renewal, how often are customer touch-points occurring, and why are customers churning?

06Contract terms consistencyDoes what was promised, signed, and delivered match?

07Speaking up and perception gapAre leadership and the teams on the same page?

08Tool stack overlap AND gapsHow well is your tool stack working?

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Coming soon Connect your existing systems for another look at the friction.

Approach

Unglamorous work. Glamorous results.

01

The Wrinkle Map

Most common

For growth-stage B2B SaaS companies, post Series A through C. A diagnostic that scores eight areas and ends in ranked fixes, each with a named owner and a dollar impact.

02

The Zero to One

For early-stage founders who want to build scalable operations from the beginning.

03

The Rolodex

Moving into PropTech or multifamily? I know the market and the people in it.

04

The Trade

For fractional execs interested in partnering up.

Background · Real estate and PropTech operations

Sixteen years of systems thinking.

$25M→$50M

100% growth. No added headcount.

14→7

Onboarding time, cut in half.

Nine teams were leaning on one onboarding team with no shared plan. I built the team and the capacity model from scratch. Onboarding went from 14 days to 7. Revenue grew 100%, hitting $50M with no added headcount.

300+

locations moved to a new credit screening vendor. I co-led the implementation and rollout and built the SOPs and training.

73

properties across 19 jurisdictions. Each had its own regulatory language. I worked through it with legal counsel, property by property.

7

departments, one committee, and I led it. Product's roadmap and what everyone else needed to ship it finally lined up.

Contact

You got this far.Let's talkabout why.

A short note is enough. I'll write back and we'll find a time.