Operational Excellence
Assess and streamline workflows across departments — bringing clarity, efficiency, and accountability to scaling organizations.
Ember to Empire
Fractional CX & Operations Leadership
Fractional CX & Operations Leadership
for SaaS & Service Businesses
We help high-growth SaaS and mid-stage service businesses strengthen operations, customer experience, and retention — delivering quick wins today while building scalable engines for tomorrow.
- +140% onboarding capacity
- 300% growth supported with no CSAT drop
- 2× faster SLA resolutions
Ember to Empire.
Shae Colton — Founder, Fractional Executive (CX & Operations)
Falcon Fire Solutions was founded by Shae Colton, an operator with 18+ years leading customer experience and business operations across SaaS and service organizations. From customer service rep at 17 to executive, Shae builds systems that turn chaos into clarity — and scale.
Specialty: high-growth SaaS and mid-growth service businesses that need scalable operating systems — onboarding, delivery, support, and retention — to expand with confidence.
How We Help
Fractional executive leadership + hands-on build:
- Operational design & playbooks that stick
- Customer success systems and retention engines
- Cross-functional metrics, KPIs, and forecasting
- Team enablement, escalation paths, and QA
- Tech stack optimization for scale
Scalable Growth Solutions
Tailored for SaaS companies and mid-growth service businesses ready to strengthen operations, customer experience, and leadership systems while scaling.
Customer Success Systems
From onboarding automation to retention frameworks — design customer journeys that accelerate growth and loyalty.
Metrics & KPI Modeling
Define dashboards and reporting structures that align leaders on the right goals — enabling forecasting and confident decisions.
Team Leadership & Enablement
Fractional executive leadership to stabilize teams, build playbooks, and coach managers for sustainable growth.
Tech Stack Optimization
Audit and align SaaS tools or service platforms — ensuring the right systems support productivity, insights, and scale.
Scaling Strategy
Design and execute scalable models for customer operations, service delivery, and cross-functional alignment during rapid growth.
Proven Results That Scale
+140%
Onboarding capacity
Onboarding capacity
300%
Growth supported
Growth supported
2× Faster
SLA resolutions
SLA resolutions
Client Success Stories
Anonymized highlights across SaaS and service organizations.
Fintech SaaS
+140% onboarding throughput via automation overhaul and retention pipelines.
Agri-Tech SaaS
Tiered support + self-service LMS scaled 300% YoY while reducing tickets.
Professional Services Firm
Redesigned client onboarding & CX playbooks, doubling client capacity without new headcount.
What Clients & Colleagues Are Saying
Across SaaS, service, and operations — real action, real outcomes.
Colleague, Agricultural Drone Company (SaaS)
Ops & CX scale-up
“Shae has that rare ability to operate in chaos, see the bigger picture, and still deliver quick wins that stick. She built systems that helped us support rapid growth without breaking customer trust.”
Playbooks shipped
Onboarding automated
CSAT protected
Hospital Network
Workforce repurpose
“We repurposed ICU nursing expertise into triage leadership with Shae’s soft-skills training and process design — retaining talent and improving patient access.”
Soft-skills training
Career pivot enabled
Triage readiness
Client, Asphalt Services Company
RevOps & HubSpot
“Shae rebuilt our sales flow, implemented HubSpot, and designed a proposal system. One estimator uncovered $1M+ in profit just by following the new follow-up process.”
HubSpot implemented
Proposal engine
$1M+ profit unlocked
Ready to Accelerate Growth with Fractional Leadership?
We partner with SaaS companies and mid-growth service businesses to optimize operations, customer experience, and retention systems — building scalable foundations for tomorrow while delivering results today.
📧 [email protected]
Falcon Fire Solutions
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