1. Diagnose. Clarity Audit
Deep dive into onboarding, CRM, and your customer journey. You get a scorecard that pinpoints where customers slip and a prioritized fix list that aligns your leaders.
Ember to Empire
Your customers are not churning because they do not care. They are churning because your systems cannot keep up.
I help founders and service leaders fix what is breaking the customer journey. We turn chaos into clarity and clients into advocates.
- +140% onboarding capacity
- 300% growth supported with no CSAT drop
- 2x faster SLA resolutions
Ember to Empire.
Shae Colton. Founder. Fractional Executive for CX and 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 I Help
Fractional executive leadership plus hands on build where it matters.
- Operational design and 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
Falcon Fire Growth Engine
Diagnose. Architect. Delegate. Scale without burnout.
2. Architect. Systems Architecture Intensive
Build a complete operational blueprint around your workflows. Includes automation maps for Intercom or HubSpot, SOPs, handoff checkpoints, and a 30 day action plan.
3. Delegate. Implementation Network
Execution through vetted white label partners. I oversee delivery and QA so you have one point of contact and zero chaos.
4. Document. Systems Library
Templates and micro trainings your team can use to self maintain after the build. Included for active clients and available as a standalone library.
The Flow
Webinar to Audit. Audit to Intensive. Intensive to Implementation. Library supports and scales the system.
The Promise
Scale customer success without scaling stress. You do not need another tool. You need a system that builds itself.
Proven Results that Scale
+140%
Onboarding capacity
Onboarding capacity
300%
Growth supported
Growth supported
2x Faster
SLA resolutions
SLA resolutions
Client Success Stories
Anonymized highlights across SaaS and service organizations.
Fintech SaaS
+140 percent onboarding throughput via automation overhaul and retention pipelines.
Agri Tech SaaS
Tiered support plus self service LMS scaled 300 percent year over year while reducing tickets.
Professional Services Firm
Redesigned client onboarding and CX playbooks. Doubled client capacity without new headcount.
Burnout is a systems problem. Let us fix it.
Start with a 90 minute Clarity Audit. Walk away with a clear scorecard and a plan you can execute. No pricing published. Proposals are tailored to your scope.
📧 [email protected]