Freelancer profile translated to English.

Description

With over 20 years of experience in customer relations, I help SaaS startups and companies transform their customer vision into a true profitability driver.

Customer Success is not just a support department; it's the engine of your expansion. My mission is to bring a high-performance vision to your retention strategy to secure your revenue and unlock your growth potential.

Why seek my consulting expertise?

I don't intervene to manage tasks, but to structure solutions. My approach is based on a systemic analysis of your customer journey to move from reaction to proactivity through three pillars:

1. AUDIT & PERFORMANCE DIAGNOSIS (CHURN)

• Critical analysis of the customer lifecycle and identification of breaking points.

• Customer Journey mapping to eliminate friction.

• Strategic recommendations to stabilize and increase your Customer Lifetime Value (LTV).

2. SCALABLE CSM STRATEGY & PROCESS ARCHITECTURE

• Implementation of your steering indicators (NPS, Health Score, KPIs).

• Creation of excellence "Playbooks" to structure your operations.

• Mentoring and support for upskilling your Success team.

3. COMMUNICATION & ENGAGEMENT STRATEGY

• Design of high-impact marketing emailing sequences (Onboarding, Upsell).

• Writing strategic newsletters that strengthen your brand's authority.

• Optimization of the customer voice to create a lasting and authentic connection.

My Commitment: Expertise, Visibility, and Results.

My career spanning over two decades allows me to combine a global business vision with surgical mastery of the user experience. As a partner in your ascent, I ensure that every customer interaction directly serves your financial ambitions and market impact.

Let's secure your trajectory today.

Let's discuss your challenges.

Industry field of expertise

Languages

French
Native or bilingual
English
Fluent
Spanish
Conversational

Workplace preferences

Remote only

Primarily works remotely

Lumineuse et Confiante -Centre de formation
Customer Success & Marketing Automation Consultant
EDUCATION AND E-LEARNING
September 2025 - Today (11 months)
Paris, France
Strategic support for a training center in structuring its customer communication and automating its marketing journeys.

🎯 MISSIONS:
• Conception and management of the newsletter strategy
• Automation of customer journeys (email sequences, nurturing, loyalty)
• Optimization of engagement and customer relations
• Implementation of marketing automation tools (Brevo)
• Performance analysis and data-driven recommendations

📊 RESULTS:
• Newsletter open rates: up to 51% (vs. 20-25% industry average)
• Continuous growth: from 25% to 51% over 4 campaigns (+104%)
• TOP 5% performance in the Training sector
• Significantly strengthened community engagement

💡 APPROACH:
Combining relational excellence with intelligent automation to create personalized and high-performing customer experiences.
Newsletters Marketing Automation Web Marketing Strategy Performance Analysis Email Sequence
Enboucle
Customer Success Manager Consultant
RETAIL (SMALL BUSINESS)
July 2025 - October 2025 (3 months)
Paris, France
Optimization and management of B2B/B2C customer journeys, with a focus on improving conversion and engagement at each stage of the user lifecycle. Advanced analysis of customer indicators (Health Score, NPS, CES, CSAT) to guide strategic decisions and propose targeted corrective actions. Implementation of automation campaigns with Brevo and redesign of relational communications to enhance customer loyalty and satisfaction.
Customer Success Management Customer Loyalty Brevo Performance Analysis Email Sequence
GE Healthcare
Ultrasound Demo Coordinator
MEDICAL
October 2022 - December 2023 (1 year and 2 months)
Buc, France
Organization of customer demonstrations (France & international) for medical technical solutions. Coordination of sales/logistics teams for process fluidity and customer satisfaction. Optimization of equipment availability and supervision of maintenance. Sourcing of maintenance equipment suppliers.
Project and Team Management Project Management Cross-functional Coordination Schedule Management Process Optimization