Freelancer profile translated to English.

Description

Head of Customer Success & Operations – Fractional / Interim Management

I help scale-ups and B2B SaaS companies transform their Customer Success function into a growth lever: reducing churn, improving retention, structuring teams and processes.

With 17 years of experience in demanding B2B environments (PayFit, Jellyfish/Seelk), I have led teams of up to 80+ people and delivered measurable results: NPS improvement, ARR security, churn reduction, structuring of CS playbooks and customer onboarding.

I take on missions when the CS function needs to reach the next level:

- Structuring and scaling CS & Account Management teams

- Implementing CS playbooks, retention strategy, and customer lifecycle

- Customer onboarding and CS–Product–Sales alignment

- Managerial takeover, mentoring managers, and handling sensitive situations

My approach is strategic and operational, with a strong conviction: sustainable performance is built on clear processes, quality execution, and the human engagement of teams.

Industry field of expertise

Languages

French
Native or bilingual
English
Fluent
Spanish
Conversational
German
Basic

Workplace preferences

Can work on-site

Paris (up to 20km)

PayFit France
Director of Customer Success
January 2022 - October 2025 (3 years and 9 months)
Paris, France
• Development and structuring of CSM and AM teams from 40 to 80 members in 2 years, while maintaining high team engagement (internal evaluation 4.2/5)
• Design and deployment of a data-driven retention strategy, leading to a significant churn reduction of 14% in 12 months and a measurable increase in CSAT by 12 points.
• Complete overhaul of CS processes to optimize operational performance and strengthen collaboration with Product, Sales, Marketing, and Legal teams
• Strategic positioning as the voice of the customer to Product teams, facilitating the integration of feedback into the roadmap and contributing to continuous NPS improvement
• Implementation of relevant KPIs (SLO, ATR, TTR, Solved/FTE etc.) and robust reporting frameworks, enabling strategic decision-making based on data analysis
• Proactive resolution of complex customer issues through the development of strengthened cross-functional collaboration
• Strategic management of the outsourcing of the support team (100 people): orchestration of knowledge transfer and implementation of processes ensuring excellent service quality.
Customer Relationship Management (CRM) Problem Solving Leadership Talent Growth & Career Pathing Customer Loyalty/ Retention
PayFit France
Team Leader Customer Success - Mid Market
October 2020 - January 2022 (1 year and 3 months)
Paris, France
• Management of a team of 7 Senior CSMs dedicated to mid-market B2B clients, ensuring personalized support
• Team Management: implementation of collaborative rituals, design of onboarding paths, and individual coaching for performance optimization and employee development
• Optimization of operational performance by strengthening strategic alignment with Product, Sales, and Marketing teams.
Customer Relationship Management (CRM) Customer Loyalty/ Retention Customer Experience Leadership
PayFit France
Team Leader Customer Care
August 2019 - October 2020 (1 year and 2 months)
• Management of a team of 8 Customer Care Managers - focus on quality and KPIs
• Design and implementation of a customer segmentation model, allowing for personalized approaches.
Customer Relationship Management (CRM) Customer Experience Customer Journey Customer Loyalty/ Retention