Freelancer profile translated to English.
Back to original languageAbout Harold
Do you want to increase your NRR, reduce churn, and boost customer satisfaction?
I manage and structure your Customer Success.
✅My expertise
- Customer relations (onboarding, product adoption, dormant customer activation)
- Churn reduction & customer loyalty
- Identification of expansion opportunities (upsell, referral, expansion)
Proficient Stack
- Notion · Microsoft 365 · Google Workspace · Salesforce · Mailchimp · Aircall · DocuSign · Perplexity · Apptune · Metabase Hyperline
🤝 Why collaborate with me?
5 years of experience in Customer Success in EI, startup, and scale-up environments
Let's discuss your challenges, I'll be happy to help you achieve your goals! 📩
French
Native or bilingual
English
Fluent
Can work on-site
Paris (up to 50km), Toulouse (up to 20km), Montpellier (up to 20km), Strasbourg (up to 20km), Lyon (up to 20km)
Experience
- Veesion - AICustomer Success and Account Manager SaaSTECHMarch 2025 - November 2025 (8 months)Paris, FranceSupport, retention, and business development for a portfolio of 305 SMB accounts
- Onboarding, training, and usage adoption of the mobile AI application and web platform
- Account monitoring: satisfaction tracking, retention, churn management
- Portfolio expansion: upsell, referrals, and renewals
- Performance review: analysis of customer usage, monthly activity reporting based on KPIs (NPS, CSAT, usage, churn) and customer ROI
- Swile - wallet marketingCustomer Care ManagerSOFTWARE PUBLISHINGSeptember 2024 - February 2025 (4 months)Paris, FranceRetention & Support - Portfolio of 100 Key CSE Accounts
- Management of new opportunities and retention
- Post-onboarding training for the CSE SaaS platform
- Design and improvement of processes (optimization of customer request handling)
- Coordination with sales, marketing, and technical departments
- EI MICHEL CADASSECustomer Success Manager and Digital Project ManagerENTERTAINMENT AND LEISUREFebruary 2021 - July 2024 (3 years and 5 months)Malakoff, FranceDigital development and retention for a B2B portfolio (SME managers, QVT managers, CSR or CSE project managers)
- Development of digital acquisition strategy and incoming lead conversion
- Customer monitoring: onboarding, customer feedback
- Retention: renewals, additional sales, referrals
- Web marketing optimization: website redesign, digital communication, SEO
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Education
- CSM CertificationKare Schol2024
- Digital Project Degree, Information Technology Project ManagementDigital Campus Paris2017Licence Projet Digital, Gestion de projets en technologies de l''information