Fractional CTO - Customer Success & Support (Due Diligence Expert)

Job Title: Fractional CTO - Customer Success & Support (Due Diligence Expert)
Location: Remote (India)
Engagement: Part-time (flexible hours)



Overview:
We are looking for a Fractional CTO with deep expertise in Customer Success and Support to help strengthen our technical due diligence (TDD) process of SaaS companies in this area. This role is ideal for someone who has led customer-facing technology teams, built scalable support infrastructures, and understands the intersection of technology, customer experience, and retention strategies.
The role involves defining what we need to diligence for customer support & success functions within potential acquisitions or investments, and then conducting diligence across multiple deals.
The consultant will provide 5-10 hours of diligence per project across 5-10 Projects, identifying risks, gaps, and opportunities.



Key Responsibilities:
• Define the due diligence framework for assessing Customer Success and Support capabilities within potential acquisitions.
• Conduct technical and operational assessments of customer success & support infrastructure, including tools, automation, integrations, and scalability.
• Evaluate customer engagement metrics, support response times, escalation workflows, NPS/CSAT scores, and retention strategies.
• Assess the technology stack, CRM, AI-driven support, and automation tools used for customer interactions.
• Identify gaps, risks, and inefficiencies in customer success operations, with recommendations for improvement.
• Work closely with the broader due diligence team to integrate customer success diligence into the overall TDD process.
• Deliver structured reports and insights to help inform investment or acquisition decisions.



Ideal Candidate:
• 10+ years of experience in Customer Success, Customer Support, or related leadership roles, with a strong technical background.
• Fractional CTO or technical leadership experience, particularly in SaaS, enterprise software, or technology-driven companies.
• Deep understanding of customer success metrics, support automation, AI-powered support solutions, and retention strategies.
• Experience conducting M&A due diligence, operational audits, or technical risk assessments.
• Strong ability to assess and optimize customer-facing technology stacks (e.g., CRM, ticketing systems, automation platforms).
• Excellent analytical, reporting, and communication skills, with a structured approach to diligence.