Freelancer profile translated to English.
Back to original languageAbout Jeanne
I help fast-growing startups define and strengthen their Customer Success approach, and implement a strategy for their existing client portfolio.
đź“š Definition, review, and implementation of processes
đź’Ş Customer portfolio management, both internal and external
🔎 Analysis of expansion opportunities and churn risks, management of contract renewals
đź“ť Development of client reports and QBRs
đź’Ľ Creation and management of CSM teams
♾️ Development and deployment of M&A strategies
🤝 Onboarding, usage monitoring, KPI reporting
🥇 Establishment of Customer Success best practices
My background includes experience in Consulting, Customer Success, and project management and Operations for SaaS and B2B/B2C product environments. Previously Director of Customer Success for a New York-based startup, I specialize in creating and managing Customer Success teams, developing strong relationships with various client stakeholders, and increasing productivity and product experience both internally and externally.
French
Native or bilingual
English
Native or bilingual
Spanish
Conversational
Remote only
Primarily works remotely
Experience
- FreelanceCustomer Success ConsultantTECHAugust 2023 - Today (2 years and 10 months)- Support for startups/scale-ups wishing to define and strengthen their Customer Success approach- Implementation of strategy for their existing client portfolio- Analysis and segmentation of the client portfolio- Study of health indicators, updating of internal/external processes related to Customer Success- Definition of customer support strategy- Structuring and management of CSM teams- Development and deployment of M&A strategies (for teams, clients, and processes)
- New StandDirector of Customer SuccessTECHJanuary 2023 - October 2024 (1 year and 8 months)New York, United States- Create the CSM division, develop internal and external customer relationship processes, and establish a KPI structure to measure customer relationship success- Lead account management for a client portfolio of $10M+ ARR and implement an expansion strategy- Lead a multidisciplinary team and ensure the launch of new products
- UnbabelCustomer Success Team Lead (North America)TECHFebruary 2021 - December 2022 (1 year and 11 months)New York, NY, USA- Responsible for the CSM team with the objective of maintaining 100% retention and 110%+ growth- Develop and manage the CSM team (USA), and implement their individual and collective objectives- Oversee the US portfolio of $6M+ ARR across 30+ B2B clients and manage strategic client relationships
Reviews
Recommendations
These freelancer profiles also match your criteria
Agatha Frydrych
Backend Java Software Engineer
4.7
(3)
2
Baptiste Duhen
Fullstack developer
4.6
(4)
5
Amed Hamou
Senior Lead Developer
4
(2)
7
Audrey Champion
Web developer
4.3
(3)
4
Education
- Bachelor of ArtsColumbia University in the City of New YorkBachelor of Arts (B.A.), Political Science and Sociology
- International Baccalaureate Option (OIB), LiteratureCentre International de ValbonneOption Internationale du Baccalauréat (OIB), Literature