With 10+ years of experience across SaaS, HR tech, and Edtech, I bridge the gap between customer support and success to create seamless experiences that scale.
Built for Scale
My services are specifically designed for post-seed to Series A startups preparing for growth phases or upcoming fundraising rounds.
Practical Approach
Having worked in both support and success simultaneously, I understand the challenges of blurred functional lines that create internal chaos and external churn.
CX Audit Sprint
Fast, High-Impact Assessment
A comprehensive 2-4 week engagement that quickly surfaces critical customer experience gaps and delivers tactical wins you can implement immediately.
What You Receive
Deep-dive assessment of your entire CX function, immediate bottleneck analysis with prioritized quick wins, and a strategic roadmap for scaling CX over the next 3-6 months.
Perfect Timing
Ideal for Series A startups facing rising customer volume without bandwidth for full-time CX strategy. Fixed fee: €3000.
Onboarding & Retention Projects
Identify Drop-Off Points
Comprehensive analysis to pinpoint exactly where customers get confused, disengage, or churn in your current journey.
Redesign Critical Touchpoints
Implementation of conversion-optimized onboarding flows, revamped lifecycle messaging, and automated retention playbooks.
Measure & Optimize
Tracking of key metrics to demonstrate measurable gains in activation and retention, with continuous testing for improvement.
4-8 week focused projects starting from €5,900, designed to fix the specific parts of your customer journey that impact your bottom line.
Fractional CX Leadership
Weekly Leadership
Regular strategic syncs and hands-on guidance to align CX with company goals.
Team Development
Hiring support and coaching for early CS/support team members to build capability.
Process Buildout
Implementation of scalable systems for onboarding, help centers, and CRM setup.
Retention Focus
Customer feedback loops and experiments to drive measurable retention improvements.
Ongoing, part-time executive leadership from €5,500 to €12,000/month - giving you an experienced CX captain at a fraction of a full-time hire's cost.
Why Startups Need This Now
Drowning in Support
Your team is spending all their time putting out fires instead of building strategic foundations that scale.
No Time for Strategy
You want better retention but your team is operating in pure survival mode with no bandwidth for planning.
Burnout Risk
Your CS people are juggling support queues, onboarding, churn prevention, and product feedback - a recipe for burnout.
I've lived this firsthand and built my services specifically to help startups scale customer experience with confidence - not burnout.
About Delia Otelea
10+
Years of CX Experience
Across customer experience, support, and success roles in fast-growing startups
5
Leadership Roles
Including Head of CS at SaaS HR platform, with prior roles at Cazoo, Drover, and more
20%
Average Churn Reduction
Track record of improving retention metrics through strategic CX improvements
I bring both strategic vision and tactical know-how, building roadmaps and then rolling up my sleeves to implement alongside your team.
What Makes My Approach Different
Bridging the Gap
I connect high-level CX vision with frontline reality
Real-World Experience
Built from sitting in support chairs and running QBRs
Bilingual Communication
I speak both "founder" and "frontline" fluently
I'm not just another strategist with a framework. My approach comes from years of hands-on experience handling everything from support tickets to executive strategy sessions - ensuring the work actually sticks.
Ready to Transform Your Customer Experience?
What does a sample audit look like?
I provide a comprehensive analysis of your current CX systems, identifying immediate gaps, quick wins, and strategic opportunities. This includes evaluation of your support processes, success metrics, onboarding flows, and team structure.
How quickly can we start seeing results?
Most clients see initial improvements within the first 2-4 weeks through quick wins identified in the audit phase. More substantial retention improvements typically emerge within 1-2 months as we implement structural changes.
How does the engagement process work?
We start with a 15-minute intro call to understand your specific challenges. From there, I'll recommend the appropriate service level and provide a detailed proposal outlining deliverables, timeline, and investment.