Freelancer profile translated to English.

Description

🧩 Customer Success Manager (SaaS) | Local Digital Strategy Expert

For 7 years, I have been helping large, multi-site clients (retail, healthcare, restaurants, etc.) to retain, engage, and maximize the value of their customers.

As a CSM, I am involved in all stages of the customer lifecycle: onboarding, product adoption, feedback management, performance monitoring, churn prevention, and retention.

💼 I intervene in particular on:

Management of large accounts portfolios
Change management and team training
KPI monitoring and customer journey optimization
Coordination of internal teams (product, marketing, support)
Definition and deployment of local digital strategies

🎯 My added value?

Beyond my role as a Customer Success Manager, I also bring in-depth expertise in local digital strategy (local SEO, Google Business Profile, e-reputation). This dual skill allows me to align business objectives with customer experience.

I can assist you with topics such as:

Large-scale deployment of a local SEO strategy (multi-site)
Optimization, structuring, and auditing of Google Business Profile listings
Creation of internal processes for managing customer feedback
Coordination between headquarters and field teams regarding digital presence
Performance monitoring and KPIs

📊 Tools and skills:

Notion, Trello, Intercom, Slack, Google Business Profile, Salesforce

Results-oriented | Pedagogical | Analytical | Effective communication

🔍 Are you looking for a hybrid profile, capable of managing customer relationships or assisting you with your local visibility? I would be delighted to discuss with you, remotely or in person, to better understand your challenges and see how I can best support you.

Industry field of expertise

Languages

French
Native or bilingual
English
Conversational

Workplace preferences

Can work on-site

Paris (up to 50km), Bordeaux (up to 10km)

Partoo
Senior Customer Success Manager
E-COMMERCE
January 2017 - January 2024 (7 years)
Paris, France
For 7 years, I had the opportunity to grow within a fast-growing startup and participate in its transformation into a scale-up. This experience allowed me to develop comprehensive expertise in Customer Success.

I managed strategic projects for companies in the retail, healthcare, restaurant, and service sectors, focusing on local SEO, e-reputation, product adoption, and internal process optimization.

🎯 Large Account Management

- Managed a portfolio of 35+ multi-sector clients, representing over €1.5M in ARR
- Defined strategic roadmaps focused on product adoption and value creation
- Direct collaboration with C-level executives, product, marketing, and field teams

🚀 Local Visibility and E-reputation

- Large-scale SEO strategy deployment
- Audit and optimization (structure, completion, branding)
- Analysis and moderation of customer reviews
- Strategic recommendations based on user feedback, KPIs (CTR, completion rate, response rate...), and competitive intelligence.

📊 Performance Monitoring and Reporting

- Creation of KPI dashboards (Google, engagement, adoption, churn, NPS, CSAT)
- Usage analysis to anticipate churn and activate upsell levers
- Presentation of insights through QBRs and client workshops

📚 Training, Onboarding, Retention

- Facilitated multi-profile training sessions
- Designed onboarding and adoption processes (guides, rituals, kits, reporting)
- Retention through workshops, QBRs, and strategic rituals with C-level teams
Customer Success Management SEO Project Management Digital Transformation