Founder-led onboarding has hit its limit.
The first 20 customers got white-glove attention. At 200, the handoff from Sales to onboarding starts dropping details and dates.
Brent Ludwig · Fractional AI, Customer Delivery & Professional Services Executive
Turn AI strategy into a customer-delivery operating model that works.
I step in when a technology company needs an experienced operator across Professional Services, implementation, onboarding, or CX. That can mean a fractional role, an interim seat, or a focused reset around AI.
AI in the work
Put AI into real customer workflows, with clear owners and useful measures
One post-sale system
Connect implementation, onboarding, Professional Services, Customer Success, and Support
The right-sized role
Fractional, interim, diagnostic, or project-based leadership
Where growth gets stuck
This is usually where I get called.
Every account runs on memory.
The playbook lives in a few people’s heads. When one of them is out, delivery slows down and customers hear different answers.
Post-sale teams run separate scoreboards.
Professional Services, Customer Success, and Support each measure their piece. The customer gets stuck between the seams.
Ways to work together
Bring in the leadership the problem requires.
The scope depends on the problem, the team, and how quickly you need someone in the seat.
Embedded
Fractional customer delivery executive
Part-time ownership across Professional Services, implementation, onboarding, CX, and AI adoption.
Focused work
AI service transformation
Choose useful AI cases, rebuild the affected workflows, and give the team a plan they can run.
Diagnostic
Delivery, CX & AI readiness audit
Map how post-sale work runs today, find the weak spots, and set the order of operations.
Bridge
Interim leadership
Hold the operating seat during a search, acquisition, leadership change, or reset.
How I lead
“My job is to clear what gets in your team’s way. Then I leave behind a system they can run without me.”
Experience across AI, automation, SaaS, and customer delivery
Kustomer
AI-first customer experience and Professional Services leadership
Celigo
Automation, integration, global delivery, and partner strategy
Gong
Professional Services organization design
Zendesk
Global services and customer-experience operations
Salesforce
Service Cloud services and alliances
Oracle (RightNow)
Customer Success and enterprise architecture
What I help build
A working system for AI-enabled customer delivery.
We choose a few useful cases, rebuild the affected work, set ownership, and measure what changed for the customer and the team.