Baptiste C.

📉 Churn is rising. Customer Success team lacks method. Underutilized tools. KPIs that nobody understands.

I've experienced this internally for 10 years. And I've built the solutions to fix it.

My conviction: a well-structured Customer Success team is not a cost center. It's the most underestimated growth engine of a B2B SaaS.

🎯 What this looks like in practice:

I've halved churn in two companies, in very different contexts:

→ From 1.4% to 0.6% monthly churn, MRR ×10 in 4 years at Simplébo (5,000 clients, 8 CSMs managed)

→ From 11% to 4.5% annual attrition, first ARR growth in 5 years at Webdentiste (3,500 clients, €3.5M ARR)

This isn't luck. It's a structured, data-driven, and replicable method.

🔧 What I focus on:

360° Customer Success audit (people, process, tooling), building a Customer Success team from scratch or complete overhaul, B2B SaaS onboarding, implementing a health score and churn reduction strategy, managing NRR and expansion, customer segmentation and customer lifecycle, interim management or Fractional Head of CS missions.

I also optimize your teams' tool stack: HubSpot, Intercom, Zendesk, Notion, process automation, and improving customer adoption.

🧬 My DNA:

10 years in B2B SaaS, always in-house. Simplébo, Yespark, Webdentiste: three different contexts, the same result three times: a stronger Customer Success organization, improving NRR, and declining churn.

I don't come with slides. I come with questions, a diagnosis, and a concrete action plan.

✅ What my clients appreciate:

Fast execution. Concrete deliverables. A senior Customer Success Manager who speaks the language of executives as well as field teams.

📆 Available immediately.