Claudia Gack
Weilerbach,RP
Summary
I drive CS teams to personal and professional excellence. My expertise lies in building and optimizing processes and systems throughout the B2B SaaS customer lifecycle. Through data-driven decision-making I create maximal customer value and retention in alignment with overall company goals and strategy.
My emotional intelligence allows me to lead my team with empathy while my resilient and solution-oriented work ethic enables me to remain focused under pressure and conflicting business priorities. I work efficiently with attention to detail and deliver clear and measurable improvements within the CS department, as well as cross-departmentally.
Overview
13
13
years of professional experience
Work History
Interim Head of Customer Success
Honeysales
12.2024 - 03.2025
- As part of a business model transition from agency to SaaS I set up the Customer Success Team and CS operations Structure.
- Implemented CS AI tools and reduced support costs by two-thirds in just six weeks.
- Developed a data-driven Support Cost Analysis for planning and controlling weekly support needs and capacities.
- Coached and developed team members into the right roles (IC vs team lead), developed compensation and bonus structures that align with strategic company goals and chose exit strategies that work best for employees and company.
- Establishing KPIs for Customer Support (including SLAs, Net Revenue Retention, automation rate, CSAT).
- Fostered a human-centric culture of trust, continuous learning, and open feedback that empowered team members to excel and achieve a remarkable 100% Customer Satisfaction Score (CSAT), increased contract lengths with customers by 100%- 300% and a retention rate of 80%+ despite the business model transition.
- Introduced, implemented and improved processes, communication and tools (Hubspot, Zendesk, Intercom, Jira, Notion) as well as documentation of the first to improve effectiveness of the hybrid company culture and foster cross-departmental collaboration.
- Developed a seamless customer journey and operational efficiency through my passion for operational excellence in the B2B SaaS space.
- Implemented Strategies to reduce time to value and optimize the onboarding workflow.
- Remote/Hybrid
Parental leave and Sabbatical
11.2021 - 12.2024
- Mastering the art of patience, empathy and multitasking while on a 24/7 shift.
- California, Japan, Germany
Director of Client and Partner Services
Cielo24
01.2018 - 11.2021
- Supervised 24/7 (365d/year) customer service & tech support
- Coached key account managers to maintain 95% customer satisfaction
- Developed SMART goals for performance-based bonus structures for key account managers.
- Reduced development time by 10% through well thought-through program management
- Reduced recurring customer requests by 20% through developing improved UI as well as optimized customer support systems and self help tools.
- Developed customer health metrics to reduce customer attrition
- Managed scrum board & priorities for client services in close collaboration with COO
- Held successful QBRs with the goal of expansion, increase customer satisfaction and discovery of customer challenges
Senior Manager, Partner and Key Account Management
Cielo24
08.2015 - 01.2018
- Handled & oversaw customer service for top 100 accounts & partners making up 75% of annual revenue
- Implemented complex and diverse API integration processes with wholesale partners, high touch accounts and vendors.
- Handled relationships with executives of TOP 10 accounts & partners and doubled product usage for some via land-and-expand strategy and matrix style relationship building
- Ensured renewal of SaaS contracts of 95% of clients through cross departmental collaboration between sales and customer service teams.
- Improve customer satisfaction by 20 % through same day response warranty
- Scaled CS operations from 0 to 5 million in revenue in 3 years
Director of Customer Operations
Cielo24
10.2013 - 08.2015
- Created a set of self- training materials for new hires reducing training efforts by 75%.
- Pivoted from PAYG model to SaaS maintaining 95% of customer base /99% of revenue.
- Integrated customer support system (Zendesk) with Jira scrum board for automated tracking of customer problems and frequency.
- Reduced collection amount by 60% aligning it with customer success and overall company strategy.
- Developed automated fraud detection & scoring solution reducing fraud from hundreds per day to 0-4 per day.
- Worked with and presented problems and solutions to C-Level
Quality Assurance Manager
Cielo24
06.2013 - 10.2013
- Onboarded, grew & maintained 1000+ freelance workforce.
- Established clear procedures & escalation guidelines for support staff to improve independent decision making for team members
- Inspected products & worker progress throughout production in 4 languages.
Executive Marketing Assistant
Klutch LLC
06.2012 - 06.2013
- Assisted tech start-up cross-departmentally (Marketing, Customer Operations, Product Development, QA) launching iOS and Android productivity App within a year.
Education
Master of Science - Marketing And Innovation
École Supérieur De Commerce
Montpellier, France07.2012
Master of Science - Marketing And Innovation
University of Bamberg
Bamberg, Germany08.2011
Bachelor of Arts - International Business Administration
University of Paderborn
Paderborn, Germany08.2010
Bachelor of Arts - International Business Administration
San Diego State University
San Diego, CA, U.S.A02.2010
Skills
- Google Drive Suite
- Slack
- Zendesk
- Jira
- Trello
- Intercom
- AI Support
- Hubspot
- Salesforce
Engagement und Interessen
Elternbeiratsvorsitzende Kita Arche Noah
Elternvertreterin Grundschule Weilerbach
Volunteer Bronze Award, School on Wheels, U.S.A
Yoga
Tanzen
Languages
English & German Bilingual
Bilingual or Proficient (C2)
French Very Good
Advanced (C1)
Spanish Good
Intermediate (B1)
Timeline
Interim Head of Customer Success
Honeysales
12.2024 - 03.2025
Parental leave and Sabbatical
11.2021 - 12.2024
Director of Client and Partner Services
Cielo24
01.2018 - 11.2021
Senior Manager, Partner and Key Account Management
Cielo24
08.2015 - 01.2018
Director of Customer Operations
Cielo24
10.2013 - 08.2015
Quality Assurance Manager
Cielo24
06.2013 - 10.2013
Executive Marketing Assistant
Klutch LLC
06.2012 - 06.2013
Master of Science - Marketing And Innovation
University of Bamberg
Bachelor of Arts - International Business Administration
University of Paderborn
Master of Science - Marketing And Innovation
École Supérieur De Commerce
Bachelor of Arts - International Business Administration
San Diego State University