Vertical SaaS and fintech · 250,000+ platform users · 600+ employees · 20+ active initiatives
A vertical SaaS and fintech company brought us in to provide embedded fractional Business Operations leadership during a period of rapid growth and rising complexity.
The company operates a multi-product platform serving more than 250,000 professionals, supported by a team of 600+ employees, with a growing footprint across SaaS and embedded payments. As the business scaled, so did the number of initiatives needed to support Customer Operations, Salesforce optimization, and AI-enabled service workflows.
Several important projects were already in motion. This was not a turnaround. The work was happening. But leadership needed more structure. Clear visibility into what was actually going on, stronger operating discipline, and consistency in how work was managed and communicated.
The problem was not effort. It was coordination.
At the time of engagement, the Business Operations and Customer Operations teams were managing 20+ active initiatives across Salesforce, AI-enabled workflows, and core operations, while also handling day-to-day execution.
- Manual reporting across multiple workstreams
- Repetitive administrative work that slowed progress
- Limited visibility into project status, risks, blockers, and team capacity
- Inconsistent documentation across initiatives
- Competing priorities across teams and leadership
- Pressure to support AI initiatives without disrupting current operations
Although the progress was real, there was no shared system to see it, manage it, or scale it.
Bring structure to what already existed.
We embedded directly within the Business Operations function, providing fractional leadership and hands-on support across multiple active initiatives. The goal was not to rebuild everything. It was to bring structure to what already existed.
Salesforce & Operations
- Standardized project documentation, scopes, and charters
- Built executive-ready status reporting
- Replaced fragmented updates with centralized dashboards
- Improved communication across stakeholders and teams
- Created clear visibility into risks, blockers, and dependencies
AI Initiatives & Agentforce
- Project status and roadmap visibility
- Defect tracking and resolution
- Impact and progress reporting
- Requirements for future phases
The focus was simple. Create a system that could handle multiple initiatives at once, and keep working as the business grew.
From scattered updates to a single operating picture.
The engagement moved the organization away from manual, fragmented reporting and toward a system that leadership could actually see and use.
Instead of pulling updates from different teams, leaders had centralized dashboards and structured reporting that showed project status, risks, and team capacity in one place. That shift changed how the business operated.
For the first time, leadership could clearly see the volume, complexity, and connections between the work required to support Customer Operations.
Key Outcomes
- Executive visibility across 20+ active initiatives, including status, risks, and capacity
- Replacement of manual reporting with centralized dashboards and structured updates
- More consistent execution across Salesforce, AI, and operational projects
- Stronger alignment across Business Operations, Customer Operations, and leadership
- Faster progress during a period of competing priorities
- Clear documentation to support both current work and future phases
- Improved readiness for AI-enabled service workflows, including Agentforce expansion
- Clear business case that supported meaningful growth of the Business Operations team
Visible. Structured. Scalable.
This engagement was about making the existing work visible, structured, and scalable.
By bringing consistency to how initiatives were tracked, communicated, and managed, we helped turn a growing set of disconnected efforts into a coordinated operating system. Leadership gained the clarity needed to make decisions, allocate resources, and support the next phase of growth.
With that foundation in place, the organization is now better positioned to scale Customer Operations and move forward with AI-enabled workflows, on top of a system that can actually support them.
Let's bring structure to your operations.
Whether it's operational visibility, AI readiness, or scaling what already works, we can help.