Brisbane · Available Nationally & Remotely
I find the friction.
Then I fix it.
Working with founders and leadership teams to locate what's slowing the business down, name it clearly, and build something that actually changes how the work gets done.
ABOUT
A diagnostic instinct built across a career of unusual detours
Most businesses have more process debt than they realise. Teams work around problems they've stopped noticing, tools that don't talk to each other, and customer journeys with invisible cracks in them.My background spans product, operations, customer success, and payments across SaaS and fintech environments where the margin for ambiguity is low and broken experiences show up fast on a balance sheet.I work best when pointed at something that isn't working, or when a business is scaling and the cracks are starting to show. I'll do the groundwork, produce the artefacts, and leave a prioritised path forward the team can continue without me.I don't hand over a slide deck and disappear.
HOW IT WORKS
Three steps. No surprises.
01
Discover
A focused discovery conversation to understand where the business is, what's breaking, and what a good outcome looks like. No obligation.
02
Diagnose
I go deep. Talking to your team, reviewing your processes, and mapping where friction is created, compounded, and missed. Data-backed, not assumption-led.
03
Deliver
Frameworks, workflows, roadmaps, and artefacts your team can actually use. A prioritised path forward, with me available to support implementation if needed.
THE WORK
Where I operate
Operations & Workflow
Diagnosing bottlenecks across customer-facing and internal teams. Redesigning workflows that have outgrown their original design. Building the operational infrastructure that lets a business scale without adding headcount.
Product & Agile Delivery
Bringing structure to product teams that are moving fast but not always in the right direction. Backlog management, prioritisation frameworks, stakeholder alignment, and delivery rhythms that actually hold.
Customer Success Programme Design
Building CS functions from scratch or rebuilding ones that aren't working. Onboarding, retention, expansion, and the frameworks that connect your customer experience to your revenue outcomes.
Atlassian & Systems Implementation
Configuring Jira, Confluence, and connected tooling to actually match how your teams work. Implementation that sticks because it was built around your process, not around a template.
Who I Work With
Scaling businesses where the cracks are starting to show
Engagement Types
- Fractional operational or product leadership
- Fixed-scope diagnostic and delivery projects
- Advisory and strategic guidance
I work best with founders and leadership teams who know something isn't firing the way it should, but aren't sure exactly where the problem lives.You might be scaling and the process that got you here won't get you to the next stage. You might have inherited a broken operation and need someone to make sense of it fast. You might be launching a CS or product function and want to build it properly from the start.If any of that sounds familiar, I'm worth a conversation.
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
If something isn't firing the way it should, let's talk.
A discovery call costs nothing. Thirty minutes to understand your situation and whether I'm the right fit. No pitch, no pressure.