Claudia Fragapane
@claudiafragapane
I drive enterprise SaaS adoption, retention, renewals, and scalable customer success.
ItalyWhat I'm looking for
I've owned enterprise SaaS customer portfolios end-to-end at SKIPSO, from onboarding and adoption through renewal, maintaining 100% retention over four years across 10+ enterprise accounts.
As Customer Success Lead, I led a 40+ customer, €2M+ ARR portfolio, redesigned post-sales and onboarding operations, and cut time-to-value by 40%. I also introduced weekly health reviews that reduced escalations by 25% and coached eight CSMs on executive QBRs, value conversations, and strategic account planning.
I build practical systems that make customer risk, adoption, and outcomes visible. My work includes lifecycle-health dashboards, AI-guided onboarding, AI-assisted Jira intake, self-service documentation, and playbooks that improved process consistency by 30%.
Before SKIPSO, I supported enterprise transformation programmes for Google's largest EMEA advertisers, led 30+ in-person and 15+ virtual programmes, and scaled a facilitator network from 5 to 30 partners while owning pricing, quotations, QBRs, and invoicing.
Experience
Work history, roles, and key accomplishments
Customer Success Lead
Skipso
Jan 2023 - Sep 2025 (2 years 8 months)
Redesigned post-sales model and introduced weekly customer-health reviews across a 40+ customer portfolio, cutting escalations 25%. Redesigned onboarding to cut time-to-value 40% and designed AI-guided onboarding and Jira intake workflows.
Senior Customer Success Manager
Skipso
Jul 2021 - Jan 2023 (1 year 6 months)
Delivered enterprise implementations in 4-8 weeks for 10+ organisations, maintaining 100% retention and achieving 95% adoption. Grew three flagship accounts by 100%, 67%, and 50% through cross-sell and expansion.
EMEA Customer Programme and Partner Manager
Google Digital Academy
Apr 2019 - Mar 2021 (1 year 11 months)
Served as sole point of contact for enterprise clients during transformation workshops, leading 30+ in-person and 15+ virtual programmes. Scaled facilitator network from 5 to 30 partners and owned commercial cycle.
Events Coordinator
Association of Colleges
Jun 2017 - Apr 2019 (1 year 10 months)
Delivered 60+ conferences and training programmes annually, including a 1,300+ delegate flagship event. Redesigned registration and booking workflows, reducing billing errors and improving reporting accuracy.
Education
Degrees, certifications, and relevant coursework
University of Greenwich
Bachelor of Arts, Business and Events Management
2013 - 2016
Pursued a Bachelor of Arts with Honours in Business and Events Management, gaining a strong foundation in business principles and event coordination.
Tech stack
Software and tools used professionally
Availability
Location
ItalyAuthorized to work in
Job categories
Skills
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