Claudiu Vladea

Customer Success Manager with 7+ years of SaaS experience and 12+ years in customer-facing commercial roles, helping B2B software companies drive customer onboarding, adoption, retention, renewals, and expansion across global customer portfolios. Experienced in designing scalable Customer Success programs, customer health frameworks, onboarding playbooks, and AI-assisted workflows that enable proactive customer engagement, improve operational efficiency, and support long-term revenue retention. Recognized for combining strategic customer relationship management with data-driven decision-making, partnering cross-functionally with Product, Engineering, Sales, and Leadership to improve customer outcomes and scale Customer Success operations.

Customer Success and Onboarding Manager at Gigwell Inc. (2019-01 – Present)

Owned the post-sale customer lifecycle for a portfolio of 400+ B2B SaaS customers across SMB, Mid-Market, and Enterprise segments, driving onboarding, product adoption, customer health, renewals, retention, and expansion while contributing to the development of Gigwell's Customer Success function.

• Architected the vision and functional design of Gigwell's Customer Health Dashboard, defining success metrics and business requirements while partnering with engineering to unify CRM, billing, support, product usage, and analytics data into an executive dashboard providing real-time visibility into customer health, churn risk, and expansion opportunities.
• Reduced time-to-value by 60% by building structured onboarding workflows, implementation milestones, and scalable customer journeys across high-touch and self-serve accounts.
• Protected and expanded over $300K in ARR through proactive health reviews, CSAT analysis, lifecycle management, and early identification of renewal and upsell opportunities.
• Designed proactive customer health and retention initiatives that contributed to reducing monthly logo churn from 11% to 2.5% by introducing AI-assisted first-line support, automated retention campaigns, risk-based customer outreach, and personalized success plans.
• Maintained a 97% CSAT score through proactive customer engagement, product usage monitoring, and cross-functional issue resolution.
• Designed standardized onboarding playbooks, implementation milestones, and customer education workflows, improving activation consistency across both high-touch and scaled customer segments.
• Led Executive Business Reviews (EBRs) and Quarterly Business Reviews (QBRs), partnering with executive stakeholders to align business goals, success plans, renewal strategy, and expansion opportunities.

Business Development Representative at Oracle (2018-01 – 2019-12)

• Built qualified pipeline for Oracle Cloud and SaaS solutions, supporting opportunities in the $50K–$150K+ ACV range through multi-stakeholder discovery and needs-based positioning.
• Consistently exceeded a monthly quota of 8–10 qualified sales opportunities through multi-channel prospecting and close collaboration with marketing and account executives.
• Completed Oracle internal enablement covering OCI, IaaS, PaaS, SaaS, cloud migration principles, and enterprise value-based selling.

Area Account Manager at Shell PLC (2016-01 – 2018-12)

• Grew B2B fuel card business across Southeast Romania by managing regional sales activity, prospecting, and account development for commercial transport clients, driving approximately 3 million liters of annual fuel volume and corresponding high-value account revenue.
• Improved customer retention and field feedback quality by delivering after-sales support, market insights, and territory reporting that informed commercial strategy.

IT Service Desk Executive L1 & L2 at Vodafone (2014-01 – 2016-12)

• Delivered multilingual technical support for EMEA internal users, managing identity, access, incident resolution, and service requests across enterprise IT environments.
• Increased service responsiveness across English- and Hungarian-speaking users by supporting access management and technical issue resolution through Active Directory and ServiceNow workflows.

Procurement Buyer at Genpact (2013-01 – 2014-12)

• Applied Lean Six Sigma methods to identify and eliminate waste in a manufacturing procurement process, delivering $1.2M in annual savings for the client.
• Managed RFP, RFQ, and RFI processes by coordinating supplier responses, evaluating proposals, and supporting procurement decisions to improve sourcing efficiency and commercial outcomes.
• Protected pricing and delivery performance by negotiating supplier terms and maintaining purchasing workflows in SAP.

Bachelor's in Business Administration – Bucharest University of Economic Studies