Freelancer profile translated to English.

Description

Senior consultant with over 8 years of experience in IT transformation, complex project management, and Customer Success in SaaS and large enterprise environments.

Accustomed to working at the interface of business and IT departments, and a former member of the Executive Committee, I bring structuring capabilities in tool governance, cost rationalization, and the execution of your change strategies.

At Wavestone, I led IT optimization and AMOA missions on SI transformation projects for large enterprise clients.

At CoachHub, I structured a €2M ARR portfolio to eliminate churn (0%) and achieve significant revenue growth (+34% YoY).

At Mercateam (member of the Executive Committee), I structured the entire Customer Success strategy and processes while coordinating teams on integration, tooling, and adoption challenges.

Languages

French
Native or bilingual
English
Native or bilingual
Spanish
Basic

Workplace preferences

Can work on-site

Paris (up to 50km)

Mercateam
Lead CSM & Executive Committee Member
SOFTWARE PUBLISHING
June 2024 - December 2025 (1 year and 6 months)
Paris, France
Took over a struggling portfolio (€1.5M → €2.3M ARR): reduced churn from €320K to €120K in 12 months by completely revamping the CS strategy (tiering, onboarding, individual OKRs).
Upsell multiplied by 2.6 over 2 years (€50K → €130K) through differentiated management and structured expansion processes.
Regular coordination with IT teams on integration, tool configuration (Intercom, CRM), and securing client access.
Managed a CS team and defined operational processes, reporting to the Executive Committee on retention and expansion metrics.
Reporting Customer Success Management Team Management Executive Committee Support
Freelancing
Freelance - Customer Relations & Process Consultant - AI centric
SOFTWARE PUBLISHING
August 2025 - April 2026 (8 months)
Paris, France
Customer Success strategy consulting missions for SaaS scale-ups:
Structuring processes, client tiering, retention and expansion metrics.
PMO / project management interventions on digital transformation and IT governance topics.
Regular interaction with IT departments on tooling, integration, and stack rationalization issues.
Customer Success Management Project Management (PMO) SAAS Reporting Product roadmap
CoachHub
Senior CSM & Account Executive
EDUCATION AND E-LEARNING
June 2022 - June 2024 (2 years)
Paris, France
Managed a €2M ARR large enterprise portfolio: 0% churn, 46% net upsell during the period.
Led adoption and integration projects with clients' CIOs and IT departments (SSO, API, data security).
Voice of the customer internally: formalized business and IT needs, product prioritization in conjunction with Tech teams.
Customer Success Management Account Management Microsoft Powerpoint Microsoft Excel SAAS