Operations · Product · Customer Success · Brisbane, Australia
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
Whether you need a fractional operator, a product partner, or a system properly implemented — here's where I focus.
01
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
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
03
Strategic product management support for B2B SaaS teams. Backlog prioritisation, stakeholder alignment, roadmap planning, and delivery oversight — across the full product lifecycle, from discovery through to release.
Fractional · Advisory
04
Jira, Confluence, and Jira Service Management — set up properly, the first time. Fixed-price implementations that give your team a single source of truth and put an end to spreadsheet sprawl across multiple disconnected tools.
Fixed Price Upon Request
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 and product people will actually embrace.
Workshops · Coaching · Embedded Support
Businesses I understand
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.
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 can come in, understand the problem quickly, and build something that actually scales.
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.
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.
About Ben
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.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.
Years Experience
NPS Achieved
Churn over consecutive years
ARR growth
What people say
"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."
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."
Senior Account Executive
Commerce Vision
Free Resource
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Get in Touch
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.