Operations · Product · Implementation · Customer Success · Brisbane, Australia
Operations, product
and customer success —
for businesses ready to scale.
I help SaaS, fintech, and not-for-profit organisations build better processes, deliver better products, and create customer experiences worth talking about.
What I Can Help You With
Ways I can help your business right now.
Whether you need a fractional operator, a product partner, or a system properly implemented — here's where I focus.
01
Operational Excellence & Scale
Fractional Head of Operations support for growing teams. I build the systems, processes, and reporting frameworks that let your business scale without breaking — and give leadership the visibility they need to make good decisions quickly.
Fractional · Advisory · Fixed Project
02
Customer Success Programme Design
From onboarding through to long-term retention — I design and implement CS frameworks that reduce churn, drive advocacy, and create a feedback loop between your customers, your product team, and your sales pipeline.
Fractional · Advisory · Fixed Project
04
Product Roadmap & Delivery
Strategic product management support for B2B and B2C SaaS teams. Backlog prioritisation, stakeholder alignment, roadmap planning, and delivery oversight — across the full product lifecycle, from discovery through to release.
Fractional · Advisory
03
Systems Implementation and Presales Consulting
From Atlassian tooling to ERP and cloud platform rollouts. I've worked across the full implementation lifecycle as a sales architect: scoping, contracts, presales, and hypercare. For businesses that need the right system chosen and stood up properly, and for vendors who need an experienced implementation resource without a full-time hire.
Fractional · Advisory · Fixed Project
Agile that actually
sticks this time.
Agile can be transformative for emerging engineering and product teams — but getting there isn't always straightforward. If your team has had a few hiccups trying to adopt it, you're in good company. The methodology is sound; the implementation is where things usually come unstuck.I work with early-stage and growing teams to set up agile practices that are practical, proportionate, and built around how your team actually works — not a textbook version that gets abandoned after two sprints. From sprint ceremonies and backlog management through to team rituals and ways of working, I'll help you build a foundation that your engineers, project management teams and product people will actually embrace.
Workshops · Coaching · Project Management · Embedded Support
Businesses I understand
Scaling faster than your
processes can handle?
I work best with organisations at an inflection point — where what got you here won't get you there, and you need someone who can come in, diagnose the problem quickly, and start making a difference.
🖥️
SaaS & Technology
You're growing fast and your operations are starting to show the strain. Processes that worked at 20 people aren't working at 60. You need someone who's been inside that problem before — and knows exactly what to build to get ahead of it.
🏦
Fintech & Payments
Compliance, accuracy, and operational reliability aren't optional in your world. I've spent years in payments and financial services and understand the standards, the stakes, and what good looks like in this environment.
🌍
Not-for-Profit
Growth shouldn't mean chaos. Whether you've just received new funding or are expanding a programme, I can help NFPs build the operational and reporting foundations that let you focus on the work that matters most.
⚙️
ERP & System Implementation
You've outgrown your current tools or you're standing up a new platform and need someone who has been through this before. I've worked across the full implementation lifecycle — from scoping and contracts through to go-live and hypercare — with businesses ranging from growing operators through to large enterprise organisations.
About Ben
An operator who's
been in the room.
I've spent my career building things from scratch and driving meaningful improvements — across customer success, product management, and operations in B2B SaaS and fintech.Most recently I was Senior Operations Manager at Penny International, a global fintech focused on virtual card solutions. Before that, I spent eight years at Commerce Vision — a B2B SaaS company — where I built their customer success practice from the ground up before moving into product and operations leadership.During my time at Commerce Vision I also worked as a sales architect on ERP and cloud platform implementations, supporting clients from presales through to hypercare.Before any of that, I spent seven years working in insurance and financial operations while touring as a musician across Australia, the US, the UK, and Benelux. It taught me how to read a room, adapt quickly, and build genuine rapport with people from every walk of life. Turns out those instincts travel well.I'm based in Brisbane and work with businesses across Australia and internationally. I work best with founders and senior leaders who need an experienced operator — someone who can hit the ground running without a lengthy handholding period.
14+
Years Experience
+75
NPS Achieved
0%
Churn over consecutive years
3x
ARR growth
What people say
Trusted by the people
who've worked alongside me.
"Ben's approach to customer relationships was always customer-first — he invested in genuinely understanding each customer's business, which built strong advocacy and word of mouth that directly supported our customers' application uptake and value derived."
D.B. - Sales & Marketing Executive
Commerce Vision
"A large part of our success was thanks to Ben's organisation, knowledge of the customer's requirements and depth of product knowledge... People still call me today and ask how Ben is and comment on what a pleasure it was to work with him."
W.M. - Senior Account Executive
Commerce Vision
"Always dedicated and hardworking, consistently achieving great results even when timelines were tight. Genuinely makes the team better."
Isaac Phillips - Senior Software Engineer
Coinstash
"He has that rare mix of being deeply technical while still being completely at ease with customers. We used to call him 'the wizard' for a reason."
Mandy Timmermans - Strategic Account Manager
Advantive APAC
Free Resource
Not sure if you're ready
to bring in outside help?
Download my free guide — A Founder's Guide to Knowing When to Bring in Fractional Help. — and find out exactly what to look for, when to act, and what questions to ask before you engage anyone.
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Get in Touch
Let's have a conversation.
Whether you have a specific project in mind or you're just exploring your options — a 30-minute discovery call is the best place to start. No pitch, no pressure. Just a genuine conversation about where you are and whether I can help.