Fractional CMO — Growth & Client Success Leadership
Grow revenue. Keep your customers. As one system.
That takes a CMO and a Client Success leader working as one, not two separate hires pointed at two separate numbers. I’m both — one person, one system, built for businesses that grow and customers who stick around.
Where I Fit
The gap isn't another marketing tactic. It's ownership.
Marketing
Acquisition
Customer Success
Retention
Who owns the whole relationship?
That's where I come in.
Why Me & Why Fractional
One person, not a department. Fractional, not a full-time hire.
Growth and retention were never actually two problems. They're the same math, split into two hires, or one hire and a blind spot.
Tracy Hart
I'm Tracy Hart. Six years leading marketing and client success inside a fast-growing agency (a 30+ person team, 100+ recurring-revenue clients), including running the leadership team itself, not just the people doing the day-to-day work.
That range is what a fractional engagement actually needs, whatever altitude your business is at today.
Talk to me about your businessWhat I Own
Two sides of one equation, run by one person.
I own the strategy, priorities, measurement, and operating system. Your existing team and specialists can execute the work.
Pillar — Growth Strategy
Marketing Strategy & Acquisition
Everything that brings the right customer in the door.
- Brand and positioning
- Demand generation — SEO, paid channels, referral systems
- Conversion strategy — proposal and estimate systems that turn interest into signed business
- Budget tied to real acquisition cost, not vanity metrics
Pillar — Retention Strategy
Delivery, Quality & Client Success
The work your client actually receives, not just what sold them.
- Onboarding built around the first weeks, not a generic sequence
- Health scoring that catches risk before the renewal call
- Retention and renewal campaigns timed to real decision points
- Upsell paths built into the relationship, not bolted on
Reporting & AI-Assisted Automation
Data and modern tooling surface the gap fast, across more accounts and channels than one person could scan by hand. It clears the runway for judgment — it doesn’t replace it.
Team & Ops Optimization
Same standards whether it’s a team of one or the 30-person team I’ve led before — I set the strategy and process, and coach whoever’s running it day to day.
Who This Is For
I lead growth and retention at whatever altitude your business needs — from doing the work myself to directing the people already doing it.
Leading individual contributors
No one in this role yet? I step in and run it directly — the campaigns, the retention systems, the reporting.
Leading leaders
Have marketing or client-success leads in place? I set the strategy and direct them — the way I led a 30+ person team before.
Leading agency relationships
Already work with an agency or freelancers? I own the strategy and hold them accountable to it, instead of you managing vendors on top of everything else. I also work directly with agencies looking for senior strategic support.
Sound like your business?
Book a Free 45-Minute Business ReviewWhat This Looks Like
Recurring revenue, upsells, retention — the same focus, different industries.
The same underlying processes and solutions, applied across industries, each one sharpening what works in the rest.
You win the job. Keeping the client is the part nobody's driving.
A $150 paid lead that turns into a one-time mow is a wash after acquisition cost. The same lead, converted into a maintenance contract, is worth 20–30x that over three years.
See the Home & Outdoor Services approachNew patients walk in every week. Whether they come back is a different system.
A new-patient visit that never turns into a recall or a care plan is a break-even acquisition at best. The same visit, converted into an ongoing care relationship, is worth several times that over a few years — and it's the retention system, not the ad spend, that decides which one you get.
See the Healthcare Practices approachYou can buy your way to signups. You can't buy your way to renewals.
A customer acquired for $500 who churns after one term is a loss once support and onboarding costs are counted. The same customer, retained and expanded into a higher tier, is the reason the unit economics work — CAC only makes sense next to LTV, and both live in the same system here.
See the B2B SaaS approachClients trust you with their numbers. Do they trust you enough to stay past year one?
A client engagement that ends after the first year because no one proposed the next one is a fraction of what that relationship could be worth. The same client, moved onto a retained advisory relationship with a defined renewal point, is a multi-year account — and multi-year accounts are what make a services firm valuable.
See the Professional & Financial Services approachYou don't win a property once. You win it every renewal.
A managed property that churns after one contract term costs more to replace than it ever earned in fees. The same property, renewed and referred into two more owners, is what makes a management portfolio compound instead of just replacing itself every year.
See the Real Estate & Property Management approachWhat This Is Built To Move
What changes when growth and retention share an owner.
Every engagement is scoped around outcomes like these, not hours worked.
Lift in retention
Fewer customers quietly leaving once health scoring and renewal timing are actually working.
Increase in customer lifetime value
The number that actually determines what's safe to spend on acquisition.
New revenue growth
From an acquisition engine tied to what customers are actually worth, not vanity metrics.
Upsell & expansion increases
Built into the relationship instead of bolted on as a separate sales push.
More profitable growth
Growth measured not just by how many customers are added, but by the value those customers create over time.
Engagement model
Retainer-based, scoped to what the business actually needs.
Three tiers, plus a paid diagnostic as the real first step for businesses that want to see the gap before committing to a retainer.
Advisor
One focus area
Owners who need senior direction on a single priority — growth, retention, or reporting — without full ownership of the whole revenue picture.
Start the conversationMost common
Fractional Executive
Full growth + retention ownership
Owners ready to hand off both sides of the revenue equation to one person who treats them as a single problem.
Start the conversationGrowth + Team
Full ownership + hiring/managing staff, AI tool implementation
Owners who need growth and retention owned end to end, including direct leadership of the staff who execute it and the tooling that supports them.
Start the conversationEvery tier is billed as a flat monthly retainer, not an hourly rate. What it actually costs depends on the scope of the work, the size and complexity of the business, and how many hours a month it takes to move the numbers — which is exactly what the first conversation is for.
Is growth actually the problem? Or is the problem what happens after you acquire the customer?
Bring the numbers you're looking at — revenue, acquisition, retention, customer mix, whatever you have. We'll spend 45 minutes identifying where the biggest unanswered question is. If I don't think fractional leadership is the right answer, I'll tell you.