Freelancer profile translated to English.
Back to original languageAbout Caitlin
Customer Success Manager specialized in SaaS, client portfolio management and product adoption development. I support companies in optimizing their customer experience, retention, and account growth through a strategic, data-driven, and human-centered relationship approach.
Comfortable in international and high-growth environments, I particularly enjoy missions combining customer relations, process optimization, onboarding, user engagement, and account development.
💡Customer Success Manager | SaaS | B2B | Process, Customer Relations & Retention
Curious and creative, I love discovering new businesses and understanding their mechanics to help them grow. Seeking challenges and results-oriented, I support companies in structuring, optimizing, and improving the performance of their customer relations.
🎯 What I bring you:
Audit of your processes
→ Assessment, identification of friction points, concrete recommendations, and operational action plan.
Structuring of your CSM / Customer Service department
→ Construction or complete overhaul of your processes and tools.
Optimization of the user journey
→ Onboarding, support & ticketing, loyalty, renewal, upsell / cross-sell.
Creation of Customer Success content
→ Video tutorials, email sequences, blog posts, FAQs, product tours.
Implementation & monitoring of your KPIs
→ Definition of relevant indicators and dashboards adapted to your business objectives.
Training & support for your teams
→ Tailored sessions: customer posture, tool adoption, customer-centric culture.
🚀 My expertise in numbers:
+5 years of experience in SaaS environments (B2B & B2B2C)
Management of client portfolios from 20 to 150 accounts (up to **€10M ARR**)
French
Fluent
English
Native or bilingual
Can work on-site
Paris (up to 50km)
Experience
- PlayPlayCustomer Success Manager: ScaleTECHMarch 2026 - Today (3 months)Paris, France
- Design and implement scalable Customer Success strategies for managing a high-volume portfolio of commercial customers.
- Build frameworks to improve customer onboarding, adoption, engagement, and retention across scaled accounts.
- Advise on customer segmentation, lifecycle management, and proactive engagement strategies using account health and usage data.
- Collaborate with cross-functional stakeholders to optimize customer journey touchpoints and support scalable growth initiatives.
- Contribute to customer education and enablement initiatives, including scalable communication and engagement programs.
- MeeroSenior Customer Success ManagerJanuary 2019 - January 2024 (5 years)Paris, France
- Managing 3 team members, establishing clear retention goals and process milestones
- Managing EMEA Key Accounts (Tier 1 enterprises +500 million) targets, growth, strategy, and delivery. Develop and maintain a strategic advisor relationship with Key Global Accounts (>$20 million portfolio)
- Collaborated closely with Tech, Marketing, and Ops teams to deliver seamless solutions, especially under high-pressure situations, to meet client needs and address any issues immediately.
- Forecasting revenue targets, to align our operations with revenue goals
- Project management - full cycle, from implementation to delivery to renewal.
- Reporting and tracking key KPI's using data analysis software and CRM to improve client product use and discover upsell opportunities.
- Defined the customer journey, through customer feedback and internal alignment with key stakeholders
- Modern LookTeam Lead Merchandising ManagerJanuary 2015 - January 2018 (3 years)San Francisco, United States
- Managed buying team of 5 to achieve revenue margin, and assortment targets, customer service initiatives, brand voice and presentation. Analyzed and leveraged sales and web traffic data to develop merchandising directives and strategies.
- Established new partner channels and merchandising verticals Creation and implementation of the logistics management team and workflow
- Partnered with international development team to create new and engaging shopping experiences and manage the QA process.
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Education
- Bachelors DegreeUniversity of Arizona