Freelancer profile translated to English.

Description

I have spent more than 10 years in B2B startups and scale-ups, managing customer relationships from various angles, always on the revenue side.

I have experienced significant transformation phases (funding rounds, acquisitions, restructurings), by structuring Customer Success functions, managing teams with commitment, and rethinking processes: segmentation, support journeys, playbooks, tools, etc.

For the past two years, as a freelancer, I have intervened at key moments: when it's time to take a step back, structure, optimize to accelerate.

My missions combine strategic project management, audits, concrete recommendations, and team coordination — with a structured, collaborative approach grounded in operational realities, in close collaboration with product, sales, and delivery teams, for rapid and sustainable impact.

Some examples of missions I have carried out:

Mission Lead for the VP CS
Mission Lead for the CX Director
Transition Management "Head of Customer Success" EdTech and HR Tech
Structuring CS Team
Audit of CS Department and implementation of recommendations

Contact me to discuss!

Industry field of expertise

Languages

French
Native or bilingual
English
Fluent

Workplace preferences

Can work on-site

Paris (up to 50km)

GOSHABA
Head of Customer Success
May 2022 - October 2024 (2 years and 5 months)
• Management of the Customer Success team (4 people)
- Coaching the team and individual support for each CSM responsible for a client portfolio from onboarding to renewal.
- Structuring the team, processes, and work methods
- Recruitment, onboarding, and continuous training of CSMs.
• Definition of the Customer Success strategy, implementation of monitoring indicators, and internal reporting.
• Synergies with the Revenue Department to unite teams, reduce churn, and generate growth opportunities.
Critizr
Senior Customer Success Manager
November 2019 - May 2022 (2 years and 6 months)
Support of a strategic client portfolio in the Retail sector to ensure they benefit from the full value of the solution.
• Management of client satisfaction and client success strategy for my portfolio:
- Mapping client contacts and strategy for expanding our key contacts and ambassadors.
- Development of Success Plans based on strategic objectives and Health Score.
- Leading Business Reviews with the client.
- Building a partnership relationship.
• Maximizing solution adoption so clients benefit from its full value.
• Collaboration with Account Managers to develop commercial potential.
• Management of a team of 3 people dedicated to the support of a strategic client in my portfolio.
TALENTSOFT
Senior Customer Success Manager (Hello Talent)
January 2017 - January 2019 (2 years)
Definition and implementation of the Customer Success strategy for a client portfolio of all sizes (Key Accounts and SMEs) in France and internationally.
• Proactive management of client relationships from onboarding to renewal.
• Identification of at-risk clients and coordination of actions to be taken to maximize retention.
• Close collaboration with the sales team for opportunity detection (cross-sell and up-sell).
• Automation and monitoring of the customer experience (customer journey) with Intercom.
• Collaboration on user feedback with the product team.