Freelancer profile translated to English.

Description

🚀SaaS Customer Success Manager | Retention & Customer Experience Optimization

Do you have an excellent SaaS product, but your churn rate is stagnating? Are you looking to structure your onboarding to turn new users into ambassadors?

As a customer relationship specialist in the Software as a Service (SaaS) ecosystem, I help companies secure and grow their recurring revenue (MRR).

My goal is simple:maximize the perceived value for your clients to ensure their long-term loyalty.

🛠My areas of intervention:

Onboarding & Activation:Design smooth welcome journeys to reduce "Time to Value" from the very first days of use.
Retention Strategy:Customer data analysis, implementation of Health Scores, and proactive interventions to anticipate churn.
Expansion & Upsell:Identification of growth opportunities within your existing client portfolio.
Performance Management:Leading QBRs (Quarterly Business Reviews) and monitoring key KPIs (NPS, CSAT, NRR).

⚙️Technical Stack & Tools:

I am proficient with market-leading tools:

CRM: HubSpot / Salesforce / Pipedrive

CS Platforms: Gainsight / Planhat / Vitally / Totango

Support & Engagement: Zendesk / Intercom / Freshdesk

Product Analytics: Mixpanel / June / Amplitude

💡Why work with me?

Thanks to my dual profile (Expert Employee + Freelancer), I bring a pragmatic and results-oriented vision. I don't just "manage" tickets: I become your clients' strategic partner to ensure their success (and yours).

Available for consulting missions, structuring a CS department, or operational replacement.

Industry field of expertise

Languages

French
Native or bilingual
English
Fluent

Workplace preferences

Remote only

Primarily works remotely

LABOMODE GROUP - FASHOP
Customer Success Manager
SOFTWARE PUBLISHING
August 2023 - Today (2 years and 9 months)
Strasbourg, France
Retention Strategy:Proactive management of a B2B portfolio with the goal of reducing churn rate and maximizing Customer Lifetime Value.
Commercial Development:Leading upsell and cross-sell strategies to increase recurring revenue (MRR).
Operational Excellence:Deployment and configuration of the Sellsy CRM and the Microsoft 365 suite to automate customer relationship processes and optimize support.
End-to-End Management:Complete management of the customer lifecycle, from onboarding to renewal, including administrative and accounting management.
Customer Success Management Customer Retention Up-selling Customer Relationship Customer Relationship Management (CRM)
UTOPYA
Account Manager
E-COMMERCE
October 2021 - September 2023 (1 year and 10 months)
B2B Portfolio Management:Strategic support of key accounts, focused on building long-term trusting relationships.
Business Development:Implementation of complex commercial strategies for portfolio growth and acquisition of new strategic accounts.
Executive Support:Advising executives on the deployment of commercial strategies tailored to their growth objectives.
Account Management B2B Business Development Customer Relationship Commercial Strategy
Blue note systems
Account Manager & Project Manager
SOFTWARE PUBLISHING
October 2020 - October 2021 (1 year)
Strasbourg, France
SaaS & CRM Expertise:Supporting prospects in the SugarCRM software discovery phase and designing tailored commercial proposals.
Project Management & Onboarding:Leading CRM deployment projects, from the needs analysis phase to go-live.
Skills Transfer:Training and coaching client teams on tool adoption to ensure optimal use and better profitability.
SugarCRM Project Management Customer Support Training Audit