Freelancer profile translated to English.

Description

Team Lead Customer Success Enterprise (SaaS B2B), I support scale-ups in creating and scaling an **Enterprise department**: segmentation, C-level governance (QBR), cross-sell/upsell strategy, KPI definition (NRR, churn, adoption, satisfaction), and management tools and rituals (health score, forecasting).

At Lucca, I contributed to scaling the Enterprise CS department from4 to 35 customer success managers in 4 yearsand managed up to 7 people. On the portfolio side, I managed up to30 Premium accountsat bsport (min MRR €2k, multi-stakeholders) with a structured approach: account plans, success plans, adoption roadmap, and proactive risk management.

I work in French/English, remotely or hybrid.

**Tools**: Salesforce, HubSpot, Zendesk, Intercom, Metabase, Notion.

**Typical deliverables**: Playbooks (onboarding/renewal/upsell/cross-sell), QBR templates, dashboards and reporting, CSM/AM coaching.

Languages

French
Native or bilingual
English
Fluent
Spanish
Conversational

Workplace preferences

Can work on-site

Paris (up to 10km)

bsport
Enterprise Account Manager
SPORTS
May 2025 - Today (1 year and 1 month)
Barcelona, Spain
Launch of the Enterprise department at Bsport
Creation of an offer dedicated to Enterprise accounts (>€2k MRR)
Management of Bsport's 30 largest accounts
Results: Churn rate 96%; Upsell > 100%
Customer Success Management Project Management Upsell CSAT Intercom
Lucca
Team Lead Customer Success Enterprise
TECH
January 2020 - July 2024 (4 years and 6 months)
Paris, France
Supervision and development of a CS team dedicated to large accounts (up to 7 CSMs in direct management)
Creation of a Premium follow-up offer for Lucca's Top 30 clients
Monitoring of performance indicators (KPIs) and implementation of cross-sell and upsell objectives (€500k/year)
Customer Success Management Team Management HRIS Consulting Cross-sell Salesforce
Lucca
Team Lead Customer Success Mid Market
TECH
June 2019 - January 2020 (7 months)
Paris, France
Supervision and development of a CS team dedicated to Mid Market accounts
Analysis and implementation of new customer relationship management methodologies
Team Management Customer Success Management HRIS Consulting NPS Hubspot

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Master of International Business
Université Paris Dauphine
2014
Spécialisation Nouvelles Technologies et gestion de projets IT
MSc in Management
The University of Edinburgh
2013

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Charles-Antoine M.

Team Lead Customer Success Enterprise

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