Freelancer profile translated to English.

Description

🎯 Do you need to structure, strengthen, or scale your customer relationships? I'm here to help.

For 10 years, I've been assisting SaaS startups and scale-ups in implementing and optimizing their customer experience. My expertise: creating effective, scalable, and human-centric journeys that improve adoption, satisfaction, and retention while directly contributing to revenue growth.

🚀 What I bring to you:

A strategic vision of Customer Success combined with strong execution capabilities
Solid experience in building teams, processes, and customer journeys
A dual business & technical background (SQL, Apps Script, CRM, CS tools)
A results-oriented approach, with concrete KPIs to show for it (TTV, NPS, churn, upsell…)

🔧 Examples of projects I handle:

Structuring or professionalizing the Customer Success function in a growth context
Creating personalized or automated customer onboarding and training journeys
Improving adoption rates, satisfaction (CSAT, NPS), and reducing churn
Implementing dashboards and KPIs to manage customer experience
Managing customer relationships at scale (newsletters, webinars, Help Center)
Recruiting, managing, and upskilling CSM teams

💡 What sets me apart:

The ability to build everything from scratch: teams, tools, journeys, processes
A balance between scalability and personalized support
An impact-oriented approach, with tangible and measurable results
A strong product culture and close collaboration with tech, sales, and marketing teams

Languages

French
Native or bilingual
English
Native or bilingual
Spanish
Conversational
German
Basic

Workplace preferences

Can work on-site

Paris (up to 50km)

Ublo
Founding Customer Success & Support Manager
SOFTWARE PUBLISHING
December 2023 - November 2025 (1 year and 11 months)
Paris, France
Creation and management of the Customer Success & Support function within a growing startup. Structuring and professionalizing the customer experience. Laying the groundwork for a Customer Success organization that is both scalable and sustainable. Balancing the scalability needs of the SMB portfolio with personalized support for Key Accounts.

- Onboarding : design and full management of the onboarding process, including handoffs from the Sales team, user training, and post-training follow-up to promote adoption.
Onboarding satisfaction: 4.5/5 (out of 80 new clients onboarded) - Time-to-value: 30 days
- Product Adoption : creation and implementation of my own tools and methodology for tracking daily usage, leading to a measurable increase in adoption.
NPS: increased from 20 in 2023 to 60 in 2025 (out of 400 users surveyed)
- Engagement & Retention : implementation of scalable user touchpoints (webinars, community events, monthly product newsletters, help center), with a strong impact on adoption and customer value.
Churn: reduced from 40% in 2023 to 15% in 2025 - CSAT: 90%
- Revenue Expansion : strategic mapping of upsell and cross-sell opportunities, negotiation and sending of commercial proposals, alignment with customer value, pricing and packaging advice, post-sales follow-up.
Upsell: €20k signed in 2025 - 50% closing on a portfolio with low expansion potential
- Leadership : creation and management of a team of 3 Customer Success Managers
Customer Success Management Customer Satisfaction Scalability Account Management SQL
Nfinite
Customer Success Manager
SOFTWARE PUBLISHING
March 2023 - December 2023 (9 months)
Paris, France
Representing the customer's voice internally: 360° collaboration with Product, Sales, and 3D Production teams to align the roadmap with customer feedback, resolve friction points, and optimize operational workflows.

- Onboarding : assisting clients in getting started with the platform, training users, and structuring the initial journey.
Onboarding satisfaction: 4.3/5 (out of 7 new clients onboarded)
- Product Adoption : designing and managing company-wide NPS campaigns; analyzing trends, extracting actionable insights, presenting results to management to guide product and customer experience strategy.
NPS: increased from 20 in Q4 2022 to 45 in Q3 2023 (out of 90 users surveyed)
- Engagement & Retention : conducting QBRs with C-level executives (VP eCommerce, CMO, Head of Digital); defining business KPIs, exploring new use cases, managing renewals and upsell opportunities. -- Documentation & Education : creating and maintaining the Help Center; writing clear and scalable content to promote user autonomy and reduce support load.
Prismic
Customer Success & Onboarding Manager
SOFTWARE PUBLISHING
November 2018 - December 2021 (3 years and 1 month)
Paris, France
Implementing and scaling the Customer Success function in an international SaaS scale-up(headless CMS used by e-commerce, media, and tech companies worldwide).

- Segmentation : designing and deploying a scalable Customer Success strategy, based on user behavioral analysis ("Know Your Users") and tailored onboarding journeys per segment to support an international clientele.
- Onboarding : designing a multi-channel onboarding journey combining automations, live sessions, and targeted communications. Creating personalized training by profile and sector, with clear milestones. Leading webinars, workshops, and personalized sessions to accelerate skill development and product adoption internationally.
Onboarding satisfaction: 4.4/5 (out of 100+ new clients surveyed) - Time-to-Value: 25 days
- Engagement & Retention : automating customer actions via Intercom and Zapier to target the right users at the right time. Large-scale nurturing campaigns, monitoring engagement and churn signals to prioritize impactful actions.
Churn rate: 23% (for the 100% automated SMB segment) - 5% for enterprise accounts
- High-level Technical Support : contributing to technical support and ticket escalation
CSAT: 96% - First Response: 50min - FCR (First Contact Resolution): 63%