Description

(English version s. below)

Ich übernehme Mandate als Interim Head of CS oder Fractional CS Lead - projektbasiert oder auf Retainer-Basis. Typische Einsatzszenarien: Aufbau oder Neuausrichtung von CS-Organisationen, Onboarding-Strukturen, Churn-Erkennung und -reduktion, Cross- und Upsell-Förderung sowie Tool-Implementierung und -optimierung.

Aktueller Schwerpunkt: KI-gestützter Customer Success. Ich entwickle automatisierte, personalisierte Kundenansprache über plattformübergreifende Workflows (HubSpot, Jira, Email etc.) und agentische KI — basierend auf Kundensignalen, die durch KI erkannt und in konkrete, personalisierte Aktionen übersetzt werden. CS-Teams können damit sowohl Churn-Risiken frühzeitig adressieren als auch Expansionspotenziale aktivieren — auch im Low-ARR-Segment.

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I take on engagements as Interim Head of CS or Fractional CS Lead — project-based or on retainer. Typical mandates include: CS organisation build-out or restructuring, onboarding design, churn detection and reduction, cross-sell and upsell activation, and CS tool implementation and optimisation.

Current focus: AI-driven Customer Success. I design automated, personalised customer engagement through cross-platform workflows (Hubspot, Jira, Mail etc.) using agentic AI — translating customer signals detected by AI into concrete, personalised actions. This enables CS teams to address churn risk early and activate expansion revenue, including in low-ARR segments.

Industry field of expertise

Languages

German
Native or bilingual
English
Fluent

Workplace preferences

Can work on-site

Berlin (up to 50km)

Kaiser CX Consulting
Founder
December 2024 - Today (1 year and 6 months)
Berlin, Germany
(German version s. below / Deutsche Version s.u.)

I’m a strategic Customer Success leader and consultant with 15+ years of experience helping SaaS companies achieve measurable growth.
I’ve led international, customer-facing teams across all segments—driving a growth mindset, cross-functional collaboration, and scalable, AI-powered processes.

My structured approach consistently increases Net Revenue Retention (NRR), while inspiring teams to deliver customer experiences that fuel retention and long-term success.

Lately I’ve focused on automation and AI-driven Customer Success. I design personalised, automated customer engagement using platform-based workflows (Planhat) or agentic AI — helping SaaS teams scale efficient, human-centred communication even for low-MRR customer segments.

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Ich bin eine strategische Customer Success Leaderin und Beraterin mit über 15 Jahren Erfahrung darin, SaaS-Unternehmen zu messbarem Wachstum zu verhelfen.

Ich habe internationale, kundenorientierte Teams über alle Segmente hinweg geleitet – mit Fokus auf Growth Mindset, funktionsübergreifende Zusammenarbeit und skalierbare, KI-gestützte Prozesse.

Mein strukturierter Ansatz steigert kontinuierlich die Net Revenue Retention (NRR) und inspiriert Teams dazu, Kundenerlebnisse zu schaffen, die Retention und langfristigen Erfolg fördern.

In letzter Zeit liegt mein Schwerpunkt auf Automatisierung und KI-gesteuertem Customer Success. Ich entwickle personalisierte, automatisierte Customer Engagement-Strategien mittels plattformbasierter Workflows (Planhat) oder agentischer KI – und helfe SaaS-Teams dabei, effiziente, menschenzentrierte Kommunikation auch für Kundensegmente mit niedrigem MRR zu skalieren.
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NAVIT
Head of Customer Success and Support
SOFTWARE PUBLISHING
January 2024 - December 2024 (11 months)
Berlin, Germany
Optimisation of Customer Experience related processes

Introduction and implementation of new Customer Success processes and practices that prevent churn and accelerate growth.
New workflows creation between Customer Support, Customer Success and Engineering reducing response times by close to 50%.
Customer Support Management Customer Success Process Optimization Revenue Growth Data analysis
Brandwatch Germany
VP Customer Success
DIGITAL AND IT
April 2011 - November 2023 (12 years and 7 months)
Berlin, Germany
Leadership of intercultural Customer Success teams
Management of teams of up to 5 CSMs owning a portfolio of approx. 750k EUR MRR
Development of mid- and high touch Customer Success Strategies around Social Listening SaaS products and services to achieve the maximum desired outcome for our customers.
Hiring new CSMs, onboarding new team members, conducting mid-year feedback sessions, employee motivation initiatives.
Revenue forecasting.
Development of new internal processes in collaboration with the Onboarding and Account Management team leads to optimize the Customer Success organizations.

> Increase of team GRR by more than 10% within 2.5 years
> Increase of team NRR by 15% within 1 year
> Continuous overachievement of revenue targets
> Best performing CS team in 2022/2023
Team Leadership Revenue Growth Process Optimization Forecasting Data analysis