Alex Sinson

Having held several leadership positions in Customer Success organizations, I have defined the strategy, creation, scaling, and optimization of such organizations in France and internationally over the years. I now offer my expertise in CS and help my clients structure and scale their Customer Success organization according to their objectives, sector, and any constraints. Generally, I conduct an internal audit of the CS organization and/or roles to formulate recommendations on the organization itself, roles and responsibilities, processes, objectives, tools, and metrics. The CS organization is an essential cog for SaaS and subscription-based companies, so it must be considered in its entirety and its internal (Sales, Mktg, Product...) and external (clients, tiering, decision-makers,...) interactions. I have thus made recommendations on objectives and performance metrics, participated in improving retention, accelerating and maximizing usage and adoption, improving activity monitoring and Salesforce reporting, redefining a customer journey, and delivering workshops and training on the Value Realization Framework. I have indeed trained several teams on this Framework and significantly improved their interactions as well as customer retention rates.