Freelancer profile translated to English.

Description

🎯 Customer Success Manager Expert | Team Lead | Customer Strategy & Experience

Passionate about Customer Success for 8 years, I have evolved from the field to team management, developing comprehensive expertise in customer adoption, satisfaction, and loyalty.

✅ Customer Success Support & Strategy: implementation of optimized customer journeys, retention strategies, and account development.

✅ Leadership & Management: training, coaching, and skill development for teams to help them assert themselves and perform.

✅ Strategic Project Management: product launches, pricing redesign, structuring and scaling CS teams.

✅ KPI Monitoring & Optimization: customer satisfaction tracking, churn management, continuous process improvement.

My approach? A human and impactful Customer Success, focused on customer value and team performance.

👉 Ready to support companies in optimizing their Customer Success strategy!

Industry field of expertise

Languages

French
Native or bilingual

Workplace preferences

Remote only

Primarily works remotely

Yoopies
CSM
January 2018 - January 2021 (3 years)
Paris, France
Worklife (formerly Yoopies)

- Management of B2B portfolio (Key accounts France & Switzerland)
- Portfolio ARR: €700k
- Clients: SNCF / RATP / UEFA / Total / Ubisoft
- Contacts: HR Directors, HR Managers
- Tool used: Pipedrive

Tasks:
Onboarding & Adoption: Training, objective setting, personalized monitoring (individual & collective)
Animation & Engagement: Webinars, newsletters, conferences
Reporting & Analysis: Usage tracking, ROI, action plans
Loyalty & Growth: Renewals, upsell & cross-sell
Plezi
CSM & Team Lead
January 2021 - January 2023 (2 years)
Paris, France
Management of B2B portfolio (Key accounts & SMEs, France &
International)
Team ARR: €4.5M spread across 3 CSMs
Clients: Sellsy, Nomadavantage, Protys, Biospringer, Lesaffre
Contacts: Marketing Directors, Marketing & Communication Officers
Tools used: Salesmachine, Notion, Salesforce

Tasks:
Customer Success: Onboarding, support, renewals, digital strategy, campaign analysis & optimization
Client Relations: Loyalty, churn risk management, KPI monitoring & needs anticipation
Management & Coaching: Individual and collective monitoring, shadowing, coaching, churn forecasting
Engagement & Promotion: Participation in marketing trade shows, hosting conferences, on-site meetings
PlayPlay
Enterprise Team Lead
November 2023 - March 2025 (1 year and 4 months)
Paris, France
- Management of B2B portfolio (Key accounts France & International)
- Team ARR: €7-10M spread across 5 CSMs
- Clients: L’Oréal, OVH, Safran, Deloitte, Disney, Edenred, YSL,
Stellantis, CAF
- Contacts: HR, Sales, Marketing, Communications Directors & CEO
- Tools used: Salesforce, Modjo, Notion, Salesloft, Offishall,
Leapsome

Tasks:
- Management & Coaching: Individual and collective monitoring, shadowing, coaching, best practices, training
- Strategy & Monitoring: Forecasting, data, battle cards, account planning, retention & upsell
- Negotiation & Client Relations: Consultant posture, management of renewals, price increases, decentralized accounts
- Team Recruitment & Structuring
- Inter-team relations (sales & product)