Timothy Judson, Principal and Fractional Client Success Leader at Client Success Advisor, joins Mike Nelson to explain how strategic client success improves retention, uncovers new revenue opportunities, and helps businesses scale sustainably. They discuss customer retention, onboarding, expansion strategies, fractional leadership, enterprise client success, and why understanding customer outcomes is the key to long-term growth. Learn why the fastest path to growth often comes from serving your existing customers better and how fractional operators can build more predictable businesses.

Connect with Timothy Judson and learn more about Client Success Advisor at clientsuccessadvisor.com.

00:00 Introduction & Hourglass SaaS

00:49 Meet Timothy Judson

02:02 What "Fractional" Really Means

02:53 What Is Client Success?

05:36 Signs Your Company Needs a Client Success Leader

07:58 Growing Revenue Through Existing Customers

08:29 Customer Success Beyond Retention

12:03 How Timothy Structures Fractional Engagements

15:10 The Client Onboarding Process

19:38 Working Yourself Out of a Job

21:14 Measuring Business Gaps & ROI

24:23 How Timothy Finds Clients

26:44 The Fractional Sales & Marketing Roller Coaster

31:55 Why Cold Calling Still Works

36:38 Trends Driving Fractional Leadership

42:14 Enterprise vs. Small Business Challenges

44:36 Timothy's Best Advice for Fractional Operators

47:40 Where AI Fits into Customer Success

50:07 Final Thoughts & Resources

Stay up to date with Blue Collar StartUp!

Website: bluecollarstartup.io

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#FractionalLeadership #CustomerSuccess #BusinessGrowth #ClientRetention #Entrepreneurship

What happens when an IT company stops fixing problems and starts preventing them? In this episode of The Fractional Operator, Mike Nelson sits down with Jared Humiston, Owner & President of ADKtechs, to discuss fractional CIO leadership, proactive IT strategy, scaling without chaos, cybersecurity, and why simplifying your business can create happier employees and better customers. Whether you're a fractional executive, MSP owner, or business leader looking to grow sustainably, this conversation is packed with practical lessons on leadership, operations, and long-term business strategy.

Learn more about ADKtechs and connect with Jared Humiston at adktechs.com. 

00:00 Introduction to The Fractional Operator & ADKtechs

00:58 Jared's background and 21 years building ADKtechs

03:06 How the IT industry evolved from reactive to proactive service

07:06 Finding the ideal customer and saying no to bad fits

11:16 What a Virtual CIO (vCIO) actually does

13:10 Using technology to improve efficiency instead of replacing people

15:04 Why ADKtechs eliminated tiered service packages

18:08 The difficult decision to simplify the business model

21:02 Shrinking from 300 customers to 56—and growing anyway

23:37 Helping clients understand proactive value before problems happen

25:10 Building stronger customer relationships through strategic meetings

27:19 Scaling without creating operational chaos

28:13 Standardization as the key to sustainable growth

30:26 Why onboarding only two new clients each month works

32:02 Fighting chaos through systems and consistency

34:17 Jared's biggest leadership lesson after 21 years in business

37:21 Final thoughts and where to learn more

Follow Michael Nelson and Learn More about Hourglass

Website: hourglasssaas.com 

Facebook: facebook.com/michael.rgh.nelson

Instagram: instagram.com/5tmichael 

Twitter/X: x.com/5tmichael

LinkedIn: linkedin.com/in/michaelnelson2

#FractionalOperator #FractionalCIO #BusinessGrowth #CyberSecurity #Leadership

What does a fractional HR leader actually do, and when does a growing business need one? In this episode, Mike Nelson sits down with Katie Tansey, Chief Human Resource Officer and Founder of HR Resolved, to discuss employee alignment, HR systems, AI, compliance, company culture, and why great HR creates better businesses—not just better policies. They also explore the realities of running a lifestyle business versus scaling a company and how AI is changing, but not replacing, fractional expertise.

Learn more about Katie Tansey and HR Resolved at hrresolved.com.

00:00 Introduction to The Fractional Operator and Katie Tansey

00:40 Katie's endurance mindset and entrepreneurship

02:54 What HR Resolved does for growing businesses

06:24 Why Katie and Bill started HR Resolved

08:16 Growing the business through referrals and trust

10:11 How COVID transformed the HR industry

14:00 Becoming selective about ideal clients

15:31 Do fractional firms eventually work themselves out of a job?

19:08 What employee alignment actually means

20:26 Organizational design, job descriptions, and clarity

24:10 Defining alignment inside a company

27:15 Founder overwhelm and "vibration vs. rotation"

30:47 AI, HR technology, and the future of fractional services

35:00 Why AI increases the value of experienced fractional operators

39:45 HR Resolved's service offerings today

43:27 Lifestyle business vs. scaling a company

47:28 The emotional side of entrepreneurship and growth

52:27 Where to connect with Katie and HR Resolved

Visit Hourglass SaaS at hourglasssaas.com.

Connect with Mike Nelson

Facebook: facebook.com/michael.rgh.nelson

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Twitter/X: x.com/5tmichael

LinkedIn: linkedin.com/in/michaelnelson2

#FractionalHR #HumanResources #SmallBusiness #Leadership #FractionalOperator

In Episode 5 of The Fractional Operator, Mike Nelson sits down with Christopher Ryan, Supreme Commander of SIX Marketing, to discuss growth strategy, sales, AI, and what fractional leaders get wrong when scaling their businesses. Chris shares how SIX Marketing evolved from traditional marketing into a growth-focused ecosystem built to solve business problems rather than treat symptoms. They also dive into AI distractions, sales training, hunting versus farming, and practical advice for new fractional operators trying to build sustainable businesses.

Learn more about SIX Marketing online at six.marketing and connect with Chris today on LinkedIn

00:00 Introduction and meeting Christopher Ryan

01:32 What SIX Marketing actually does

02:19 Building a fractional ecosystem for growth

03:31 Solving business problems instead of symptoms

05:04 The SaaS company case study and stopping churn

07:02 Why growth can create operational problems

09:34 Strategic growth versus chasing leads

10:20 AI and whether it replaces marketers

12:01 Human expertise versus AI outputs

14:44 Why SIX became a growth agency

16:19 Finding the real ideal customer profile

18:25 Revenue sharing and partnership mindset

22:24 Growth stages and knowing your strengths

24:16 The biggest challenge for new fractional operators

26:30 Learning sales and fixing weaknesses

30:20 Why content builds credibility, not leads

32:04 Hunting mindset versus farming mindset

35:44 Biggest mistakes new fractional operators make

39:28 Keeping up with AI without getting distracted

43:20 Why AI can become a business killer

47:25 How to connect with Christopher Ryan

49:00 Mike's closing thoughts and newsletter

Connect with Mike and learn more about Hourglass SaaS:

Website: hourglasssaas.com

Facebook: facebook.com/michael.rgh.nelson 

Instagram: instagram.com/5tmichael

Twitter/X: twitter.com/5tmichael

LinkedIn: linkedin.com/in/michaelnelson2 

Featured “Viking Music” from Claude Houde on Pixabay.

In Episode 4 of The Fractional Operator, Mike Nelson sits down with Lisa Boucher, Professional Coach, Speaker, Mentor, Consultant, and Founder of The HR Ninja, to discuss what the first year of building a fractional HR business actually looks like. Lisa shares lessons on networking, finding the right clients, overcoming entrepreneurial challenges, creating loyal teams, and having the hard conversations that drive growth. Whether you're a fractional executive, consultant, agency owner, or small business leader, this episode delivers practical insights on leadership and sustainable business growth.

Learn more about Lisa and The HR Ninja at lisaboucher.com 

0:00 Welcome to The Fractional Operator

1:11 Meet Lisa Boucher and The HR Ninja

2:03 Why Lisa became a fractional HR leader

3:10 Flexibility, travel, and creating bigger impact

5:12 Hourly vs retainer models for fractional work

7:37 Why fractional work stays exciting

9:16 Starting a business without a rigid plan

10:35 Finding the right niche and target clients

13:28 Hard conversations and leadership lessons

15:15 Building loyal employees through better communication

18:42 First-year entrepreneurial challenges and mindset

24:02 Learning sales without feeling “salesy”

28:48 Networking strategies and building relationships

37:02 Time management, systems, and creating balance

46:13 What Lisa would tell herself one year ago

48:34 Final thoughts, gratitude, and closing remarks

Connect with Mike Nelson & Hourglass SaaS:

Hourglass SaaS: hourglasssaas.com 

Facebook: facebook.com/michael.rgh.nelson 

Instagram: instagram.com/5tmichael 

Twitter/X: x.com/5tmichael 

LinkedIn: linkedin.com/in/michaelnelson2 

#FractionalLeadership #FractionalHR #Entrepreneurship #SmallBusiness #TheFractionalOperator

In this episode of The Fractional Operator, Mike Nelson sits down with Todd Bailey, Owner of Todd Bailey Photo Video & Marketing, to discuss building a successful fractional marketing business, leveraging AI, mastering sales, networking for growth, and adapting to rapid changes in marketing. Todd shares lessons from his journey from photographer and videographer to trusted fractional CMO, including pricing strategies, client relationships, and why trust is becoming more valuable than ever in the age of AI. If you're a fractional operator, consultant, marketer, or business owner looking to grow your business, this episode is packed with practical insights.

Connect with Todd Bailey on social media or through his website at tbphotopix.com.

Learn More about Hourglass SaaS at hourglasssaas.com 

00:00 Introduction to The Fractional Operator

00:47 Why the Fractional Economy Is Growing

02:31 Todd Bailey's Background & Career Journey

04:16 Sales Leadership and Corporate Experience

05:20 Entering Marketing and Early Business Lessons

07:00 How Todd Operates as a Fractional CMO

08:43 Building Teams and Leveraging Specialists

12:00 Marketing Emergencies and Client Support

13:11 AI's Impact on Fractional Businesses

15:05 Lifestyle Business vs Building an Agency

18:26 Adapting to Rapid Changes in Marketing

21:31 Why Human Relationships Matter More Than Ever

22:13 The Value Proposition of Fractional CMOs

28:35 Sales, Networking, and Growing a Business

37:42 The Power of Pivoting and Raising Prices

46:30 AI Tools, Productivity Gains and Future Opportunities

49:36 Where to Find Todd Bailey Online

Follow Mike Nelson:

LinkedIn: linkedin.com/in/michaelnelson2 

Facebook: facebook.com/michael.rgh.nelson 

Instagram: instagram.com/5tmichael 

X/Twitter: x.com/5tmichael 

What does a Fractional COO actually do, and when should a business bring one in? In this episode of The Fractional Operator, Michael Nelson sits down with Bill Tansey Jr., Owner of The OpEx Shop, to discuss operational excellence, leading organizational change, pricing fractional services, managing scope creep, and helping companies solve complex business challenges. Bill shares lessons learned from Fortune 50 leadership roles, consulting engagements, and more than a decade of helping organizations improve performance and profitability. Whether you're a fractional executive, consultant, business owner, or operator, this conversation offers practical insights into building trust, delivering ROI, and scaling through change.

Connect with Bill Tansey Jr. and learn more about The OpEx Shop at theopexshop.com.

00:00 – Introduction to The Fractional Operator & Bill Tansey

01:31 – What The OpEx Shop Does and the Fractional COO Role

03:10 – Why Companies Hire Fractional Leaders During Change

05:47 – Bill's Background: Engineering, Startups & Fortune 50 Leadership

08:08 – Learning the Danaher Business System & Lean Operations

09:12 – Transitioning into Fractional Consulting

10:11 – Two Service Models: Hourly vs Fixed-Fee Engagements

13:03 – Demonstrating ROI and Justifying Consulting Investments

15:17 – Real-World Client Example: Solving a Cost Crisis

17:19 – Defining Problems Before Solving Them

20:19 – The Multi-Phase Fractional Engagement Process

21:07 – Building Trust During the Sales Cycle

24:09 – Managing Scope Creep in Fractional Work

30:23 – Client Relationship Management Lessons Learned

32:49 – Advice for New Fractional Operators & Finding Success

36:15 – Pricing Fractional Services and Choosing the Right Clients

38:58 – How to Connect with Bill Tansey & Closing Thoughts

Hourglass SaaS: https://hourglasssaas.com/

Follow Michael Nelson:

Facebook: https://facebook.com/michael.rgh.nelson

Instagram: https://instagram.com/5tmichael

X: https://x.com/5tmichael

LinkedIn: https://linkedin.com/in/michaelnelson2

#FractionalOperator #FractionalCOO #BusinessOperations #OperationalExcellence #FractionalLeadership

Welcome to the first episode of The Fractional Operator, a knowledge-share podcast built specifically for the fast-growing community of outsourced professionals. Host Mike Nelson introduces the show's mission to help COOs, CTOs, CFOs, and agency owners scale their operations and overcome industry challenges through peer-to-peer conversations. Whether you are focused on a growth play or optimizing a lifestyle business, this show provides the tools and software insights you need to get more done while working less.

Discover more episodes, subscribe to our companion newsletter, and learn about the first operations platform designed for this community at hourglasssaas.com.

0:02 - Introduction to the podcast and Hourglass SaaS

0:53 - The explosion of the fractional industry and the need for a community space

1:54 - What to expect from future peer-to-peer knowledge sharing episodes

2:43 - Supporting both growth-focused scaling and efficiency for lifestyle businesses

3:24 - Release schedule, newsletter details, and finding the episode archive

Connect with host Mike Nelson on social media using the links below to join the conversation.

Facebook: facebook.com/Michael.RGH.Nelson/ 

Instagram: instagram.com/5tmichael 

X: x.com/5tmichael

LinkedIn: www.linkedin.com/in/michaelnelson2/