Freelancer profile translated to English.

Description

Customer Success Consultant

Creation, structuring, and continuous improvement of CSM services

Head of Customer Success for over 10 years, I support companies in the creation, structuring, and continuous optimization of their Customer Success department.

Notably, I led the creation and improvement of the CSM service at Sellsy, with an approach that was both strategic and highly operational.

To date, I have supported more than 20 organizations (startups, scale-ups, and SMEs) in maturing their Customer Success organization.

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🚀 Creation & Structuring of CSM Services

•Definition of CS strategy aligned with business objectives (retention, NRR, expansion)

•Construction of customer journeys (onboarding, adoption, renewal, upsell)

•Implementation of portfolio segmentation

•Creation of scalable playbooks and processes

•Structuring of roles, responsibilities, and team rituals

•Implementation and optimization of CRM / CS tools

Objective: to transform Customer Success into a true lever for sustainable growth.

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📊 Performance & KPIs Management

I implement decision-making and actionable indicators:

•Churn & predictive churn

•NRR / GRR

•Product adoption & engagement

•Time-to-Value

•Health score

•Expansion & upsell rate

Thanks to precise data management and regular monitoring, I adjust actions and messaging to optimize performance and secure retention.

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👥 Operational Excellence & Team Training

Beyond strategy, I intervene directly in the field:

•Structuring daily CSM tasks

•Optimization of client portfolios

•Coaching on consulting posture & QBR

•Improvement of value proposition messaging

•Proactive risk management

I develop autonomous, structured teams focused on customer impact.

Languages

French
Native or bilingual

Workplace preferences

Can work on-site

La Rochelle (up to 50km), Paris (up to km), Bordeaux (up to km), Nantes (up to km)

CLOVIS
Head of csm
CIVIL ENGINEERING
December 2024 - December 2025 (1 year)
Head of Customer Success – Operational & Strategic Management

As an operational and decision-making Head of CSM, I support organizations in structuring, performing, and maturing their Customer Success department. My role: to transform CS into a true lever for growth, retention, and expansion.

Structuring & Strategic Vision
•Definition of Customer Success strategy aligned with business objectives (ARR, NRR, churn, expansion).
•Customer portfolio segmentation (SMB / Mid-Market / Enterprise).
•Implementation of CS playbooks (onboarding, adoption, renewal, upsell, risk management).
•Structuring of team rituals and cross-functional processes (Sales, Product, Support).
•Deployment of CRM and CS tools (HubSpot, Salesforce, Gainsight, etc.).

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👥 Team Training & Skill Development
•Creation of CSM training programs (consulting posture, risk management, QBR conduction, strategic upsell).
•Individual and collective coaching.
•Structuring of clear objectives per segment.
•Development of a culture focused on customer value and business impact.

Result: more autonomous teams, structured messaging, better mastery of renewal and expansion cycles.

⸻

📊 Definition & Management of Strategic KPIs

Implementation and monitoring of key indicators:
•Churn rate & predictive churn
•Net Revenue Retention (NRR)
•Gross Revenue Retention (GRR)
•Product adoption rate
•Time-to-Value
•NPS & CSAT
•Expansion & upsell rate
•Customer health score

I build decision-making dashboards to anticipate risks and identify growth opportunities.
Customer Satisfaction customer relations Upsell Cross-sell Renewals
Sellsy
Head of CSM
SOFTWARE PUBLISHING
September 2016 - July 2021 (4 years and 10 months)
La Rochelle, France
During these past years at Sellsy (a French startup that raised 7 million euros in 2018), I successively held the following positions:

- Prospecting new clients as an SDR
- Selling and demonstrating Sellsy as a SALESperson
- I then proposed to Sellsy to create a CSM service

The creation of this service required the implementation of call steps (whom to contact, when, and how) with the help of various tools to measure customer impact
to meet the needs of clients and my company
create value through satisfaction, loyalty, recommendation :)
of engagement, upsell, cross-sell..

To this end, I simultaneously created the Sellsy Academy to enable our clients to easily find answers to their needs.
as well as hosting weekly webinars.

after structuring the CSM team
I naturally moved towards

- a position of operational marketing manager (under the direction of Jonas Couffignal, CMO of Sellsy)

I am now able to understand and influence the acquisition, transformation, and loyalty of prospects and clients.