Freelancer profile translated to English.

Description

Looking to improve your customer retention, structure your Customer Success team, or upskill your CSMs?

I help B2B SaaS companies optimize their Customer Success organization: from retention strategy to implementing processes, performance indicators, and management tools.

With over 13 years of experience in customer relations and 7 years in Customer Success, I have supported international teams, managed strategic portfolios, structured CS organizations from scratch, and managed the transformation of existing practices to reduce churn and improve retention.

I specialize in:

· Structuring and managing Customer Success teams

· Optimizing renewal and retention processes

· Defining and monitoring Customer Success KPIs

· Implementing Salesforce dashboards and processes

· Customer Success audits and action plans

· Coaching and supporting managers and CSMs

I also coach CSMs individually, in a strictly confidential setting, to work on their performance, portfolio management, or professional development.

Every mission is different.

What stays the same: an honest diagnosis, actionable recommendations, and real skills transfer.

My support packages:

· Individual CSM Coaching: Remote, confidential, à la carte sessions

· Remote Diagnosis: Analysis of your documents, recommendation report

· Audit & Action Plan: Field interviews + turnkey action plan

· CS Transformation: Audit + implementation over 2 to 4 months

Contact me to find the right package for your situation.

Industry field of expertise

Languages

French
Native or bilingual
English
Fluent

Workplace preferences

Can work on-site

Cestas (up to 50km)

Wiser Solution,
Senior Manager Customer Success
January 2022 - Today (4 years and 6 months)
Cestas, France
I lead an international Customer Success team to support the development of strategic accounts, improve customer loyalty, and optimize Customer Success processes.

My main responsibilities include:

Management and support of an international Customer Success team.
Definition of retention, renewal, and account development strategy.
Structuring of Customer Success processes and continuous improvement of practices.
Implementation and monitoring of KPIs, dashboards, and Customer Health Scores.
Close collaboration with Product, Sales, Support, and Operations teams to improve customer experience.
Support for CSMs on strategic accounts, complex renewals, and growth opportunities.
Participation in transformation and evolution projects of the Customer Success organization.
Team Leadership Customer Success Management Customer Strategy Customer Retention KPI & Performance Management
Wiser Solution,
Customer Success Manager
January 2019 - January 2022 (3 years)
France
Managed a portfolio of international strategic accounts, aiming to develop customer satisfaction, loyalty, and account growth.

My main responsibilities included:

Led onboarding and supported clients throughout their journey.
Conducted business reviews (QBRs) and steering committee meetings.
Identified development opportunities (upsell and cross-sell).
Developed trusting relationships with decision-makers.
Managed renewals and anticipated churn risks.
Coordinated communication between clients and the Product, Support, Sales, and Operations teams.
Assisted clients in adopting the platform to maximize the value delivered.

This experience allowed me to develop solid expertise in Customer Success, customer loyalty, strategic account development, and customer relationship management in a SaaS environment.
Customer Success Management Customer Retention Account Management Customer Onboarding Upsell & Account Expansion
Iri,
Account Manager
January 2013 - January 2018 (5 years)
France
Supported key accounts in analyzing their sales performance and distributor data to support their strategic decisions.

My main responsibilities included:

Analyzed market, category, and brand performance.
Assisted client teams in interpreting data and identifying growth opportunities.
Advised marketing, category management, and sales teams on performance levers.
Presented analyses and recommendations during steering committee and strategic meetings.
Led ad hoc studies addressing client business issues.
Transformed complex data into clear and actionable recommendations.

This experience allowed me to develop solid expertise in data analysis, consulting, B2B customer relations, and supporting decision-makers.
FMCG Client Account Management Data Analysis Business Intelligence Consulting