Freelancer profile translated to English.

Back to original language

Description

Expert Customer Success | Structuring & Performance of CS Teams

13+ years in business management, 6 in Customer Success (Contentsquare, TikTok, Start-up)

My services:

• Diagnosis: identify the causes of churn/dissatisfaction

• (Re)structuring: recruit, onboard, create structured playbooks

• Alignment: create a framework to secure value

• Performance: implementation of OKRs, reporting, coaching

Expertise in Retail, Luxury, Adtech, SaaS

Open to all sectors

Availability: Projects, full-time or part-time.

Available for audits, consulting, interim Head of CS / CS Manager

Industry field of expertise

Languages

French
Native or bilingual
English
Fluent
Spanish
Fluent

Workplace preferences

Can work on-site

Paris (up to 10km)

Tiktok
Lead CSM
SOCIAL NETWORKS
September 2024 - Today (1 year and 9 months)
Paris, France
Context: Responsible for developing the Luxury / Fashion vertical for a portfolio of clients (LVMH, Kering, Chanel, Richemont, and independents) with a team of 6 CSMs

Actions:
Management of a team of 6 Client Solutions Managers (CSMs): recruitment, onboarding, coaching, performance management
Implementation of new processes to scale clients and strengthen collaboration within the team and cross-functionally (product, sales, measurement)
Identification of expansion opportunities (upsell/cross-sell) based on needs analysis
Design of retention strategies tailored to the Luxury segment
Implementation of a new reporting system to drive activity and facilitate the resolution of blocking points
Customer Success Management Team Leadership Cross-functional Team Leadership Social Media Revenue Growth
Contentsquare
Strategic Customer Success Manager
SOFTWARE PUBLISHING
January 2023 - September 2024 (1 year and 8 months)
Paris, France
Context: Management of a portfolio of strategic SaaS clients in the Retail and Energy verticals. Contract renewal (churn reduction), account expansion (upsell / cross-sell), product adoption development

Action:
Complete management of the SaaS lifecycle: onboarding, adoption, QBR (Quarterly Business Reviews), expansion
Data-driven analysis of key client metrics: usage, engagement, health score
Proactive identification of churn risks and expansion opportunities (upsell/cross-sell)
Cross-functional coordination with Product, Support, and Sales teams to maximize delivered value
Implementation of new processes and playbooks to increase productivity
Onboarding Customer Success Management Churn Reduction Software as a Service (SaaS) Solution Selling
Cocolabs
Customer Success Lead
SOFTWARE PUBLISHING
January 2021 - December 2022 (1 year and 11 months)
Paris, France
Context: Start-up distributing a SaaS Marketplace solution, scaling from SMB to Key Accounts

Actions
Creation of the post-sales team from scratch: structuring, recruitment, processes, tools
Implementation of the Customer Success journey: success plans, account health measurement frameworks, Business Reviews
Optimization of internal processes to improve customer satisfaction and ensure retention
Coordination with Product and Sales teams to align the roadmap and sales methods with client needs
Software as a Service (SaaS) Customer Success Management Start-up Client Onboarding Account Management