About Claus Nielsen

25+ years building operational infrastructure for scaling SaaS companies across 50+ countries.

A Hands-On Builder

I'm not a theorist or a process consultant. I'm a hands-on builder who has spent 25+ years designing, implementing, and optimizing operational infrastructure for B2B SaaS companies scaling across 50+ countries.

My approach is simple: understand your business model, design infrastructure around it, build it, train your team, and stay engaged to help you optimize it as you grow.

Track Record

Global Cyber Security Company: 25% Churn Reduction

At a leading global cyber security company, I led the design and build of a customer health + operational portal ecosystem that became the foundation for CSM decision-making. The result:

  • 25% churn reduction through proactive health monitoring and early intervention
  • Faster expansion workflows and upsell identification
  • Customer self-service portal that reduced support load by 30%
  • Admin command center that gave operations and executive teams full visibility into customer health and business metrics

That infrastructure scaled from 50 customers to 500+ and remained the backbone of their operations strategy throughout their growth.

Global Operations Scaling

Across 50+ countries and dozens of clients, I've tackled the same operational challenges repeatedly:

  • Customer data scattered across systems with no single view
  • Manual, error-prone workflows that don't scale
  • Teams operating in silos because they lack shared visibility
  • Support overwhelmed by preventable issues
  • Leadership flying blind on operational health and customer trends

Every successful engagement started with the same realization: operational infrastructure isn't a nice-to-have. It's the foundation that enables everything else.

What I Do

I help Series A/B B2B SaaS companies design and build operational infrastructure that scales with them. This means:

Design

Define your data model, customer health index, and operational workflows based on your unique business model—not generic best practices.

Build

Develop dashboards, portals, and integrations that connect your entire stack. Deep integrations—not API theater.

Automate

Eliminate manual workflows. Set up automation that reliably handles escalations, renewals, onboarding, and routine operational tasks.

Train

Your team owns it. I transfer knowledge, provide runbooks, and make sure you're confident running the system independently.

Optimize

Stay engaged through maintenance and continuous improvement. Your infrastructure evolves as your business does.

Strategic Input

I'm not just a builder. I offer perspective on operational strategy, scaling challenges, and how infrastructure enables growth.

Philosophy

Custom > Off-the-Shelf
Every SaaS is different. A SaaS with expansion revenue has different operational needs than a usage-based model. I build infrastructure around your specific business, not force your business into a template.

Transparency > Black Boxes
You see progress every week. Bi-weekly demos, regular updates, and open communication. No surprises at launch.

Ownership > Dependency
My job is to make myself unnecessary. I train your team, provide full documentation, and hand over a system you can maintain and evolve independently.

Long-Term Partnership > One-Off Engagement
I don't disappear after go-live. Maintenance packages keep me engaged, responsive, and invested in your success.

Outcome-Focused > Feature Lists
We measure success by impact: reduced churn, faster operations, happier customers, scalable support. Not by how many features we built.

Why Work With Me?

  • Deep experience. 25+ years of operational infrastructure in SaaS. I've seen the patterns, the pitfalls, and the solutions.
  • Global perspective. Scaling across 50+ countries taught me how to design systems that work across geographies, regulations, and business models.
  • Hands-on builder. I don't consult from the sidelines. I design, build, and code alongside your team.
  • Proven track record. 25% churn reduction at a global cyber security company. Dozens of successful infrastructure launches. Real outcomes.
  • Operational mindset. I understand SaaS business models, revenue recognition, customer lifetime value, and how operations enables (or constrains) growth.
  • Long-term commitment. I stay engaged post-launch. Your success is my success.

Let's Talk About Your Operational Challenges

If you're scaling fast and operations are holding you back, let's have a conversation about what's possible.

Book a 30-minute Call