Freelancer profile translated to English.
Back to original languageAbout Adèle
Make customer success your best product!
In a market where offerings are multiplying, customer experience is no longer optional: it's what makes you irreplaceable. Yet, only 40% of B2B companies make it a priority.
In 8 years, I've built Customer Success functions where they didn't exist, and the results speak for themselves: NRR from 93% to 99% in 12 months, 98% renewal, €3.2M ARR managed across 140 strategic accounts, deployment of an AI agent with automated resolution.
What I do concretely: CX audit (interviews, maturity scoring, roadmap, COMEX presentation), building complete CS functions, tool deployment and optimization, team structuring and operational coaching.
B2B SaaS Scale-ups from 20 to 300 people, early-stage or in transformation.
Member of the Customerz collective. Fully remote from Montpellier, occasional travel to Paris.
Want to discuss it? Contact me.
French
Native or bilingual
English
Native or bilingual
German
Conversational
Remote only
Primarily works remotely
Experience
- CustomerzFreelanceCONSULTING AND AUDITSSeptember 2025 - Today (9 months)Montpellier, FranceCX consulting and audit missions for B2B SaaS scale-ups, within the Customerz collective (network of specialized Customer Experience consultants in France).▸ CX Audit: stakeholder interviews, maturity scoring, customer journey analysis, detailed report and prioritized roadmap, COMEX presentation▸ Intercom deployment and optimization (including Fin AI Agent): knowledge base restructuring, workflows, automated resolution▸ Building CS functions: portfolio segmentation, CSM playbooks, onboarding, complete customer journey▸ Consulting on team structuring: recruitment, KPIs, rituals, operational coaching
- Talkspirit • HolaspiritHead of Customer ExperienceSOFTWARE PUBLISHINGSeptember 2023 - September 2025 (2 years)Montpellier, FranceDirection of the CX department (8 people, CSM + Care) after the merger of two SaaS products and two markets. Complete restructuring of the team and processes.▸ Strategic portfolio: 140+ accounts, €3.2M ARR managed▸ NRR increased from 93% to 99% in 12 months, 98% renewal on key accounts▸ Customer segmentation by ARR and complexity, standardization of journeys, implementation of CX OKRs▸ Management of 6 CSMs + 2 Care agents: recruitment, coaching, development plans, turnover reduction▸ Cross-team rituals (Sales, Product, Tech) to align customer experience
- Talkspirit • HolaspiritLead Customer SuccessSOFTWARE PUBLISHINGJanuary 2023 - September 2023 (8 months)Montpellier, FranceCreation and structuring of the CS function. Transition from artisanal customer support to a reproducible model.▸ Recruitment and skills development of CSMs, implementation of rituals (weekly meetings, 1:1s, structured feedback)▸ Standardization of CS workflows and onboarding practices▸ Management of key accounts: satisfaction, renewal, expansion▸ Close collaboration with Sales and Product to structure field feedback
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Education
- Adobe Premiere Pro The 6-Week Path to Self Management: Build a ThrivingAdobe Premiere Pro The 6-Week Path to Self Management: Build a Thriving
- +108% Profit Growth Management Training Spine UpHierarchy-Free Organization With+108% Profit Growth Formation en management Spine Up