About Jonathan
Passionate about building high-performing Customer Success organizations that drive measurable business outcomes and long-term customer value.
As Customer Success Director at Altus Group, I lead the EMEA team managing a €30M ARR portfolio, with a focus on retention, expansion, and customer advocacy. My approach blends data-driven strategy, customer intimacy, and scalable governance frameworks, delivering a 96% renewal rate and 12% YoY growth.
With over 12 years in B2B SaaS and a track record of transforming customer engagement models, I thrive at the intersection of strategy, execution, and leadership — empowering teams to exceed expectations and clients to achieve tangible success.
💡 Key strengths:
Retention & Expansion Strategy (NRR, GRR, ARR)
Executive Governance & Value Realization
Cross-functional Leadership (Sales, Product, Marketing)
Coaching, Mentoring & Team Development
SaaS Transformation & Digital Adoption
Always driven by impact, collaboration, and customer excellence.
French
Native or bilingual
English
Fluent
Can work on-site
Paris (up to 50km)
Experience
- Altus GroupCustomer Success Director | Head of Customer Success EMEASOFTWARE PUBLISHINGMarch 2024 - Today (2 years and 3 months)Métropole du Grand Paris, FranceLeading the Customer Success organization across EMEA, driving value realization, retention, and expansion across enterprise and strategic accounts.- Managing a €30M ARR portfolio across multiple verticals (Public Sector,Corporate, Real Estate).- Achieved 96% renewal rate and +12% YoY upsell growth through scalablegovernance and adoption frameworks.- Built structured QBR and Executive Governance models to strengthen Clevel engagement.- Partnering cross-functionally with Sales, Product, and Marketing to alignstrategies and maximize customer outcomes.- Coaching and developing a high-performing CSM team, fostering a culture ofaccountability, trust, and growth.
- Altus GroupSales and SDR Associate DirectorSOFTWARE PUBLISHINGSeptember 2023 - June 2024 (9 months)Paris, FranceLed Sales Development and Customer Success teams across EMEA,optimizing pipeline generation and conversion rates.- Increased lead-to-opportunity conversion by 25% through data-drivenprocesses and SDR enablement.- Strengthened collaboration between Sales, Marketing, and CustomerSuccess to boost customer lifetime value (CLV).-Implemented cross-regional reporting and forecasting tools to improvevisibility on ARR growth.
- Altus GroupAssociate Director, Customer SuccessSOFTWARE PUBLISHINGJanuary 2023 - September 2023 (8 months)Paris, FranceSupported the transformation of the Customer Success organization acrossEMEA.- Designed scalable Customer Governance frameworks and playbooks to driveretention and adoption.- Introduced RAG model and Renewal Likelihood forecasting via Salesforce.-Mentored regional teams to deliver consistent value and customer excellence.
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Education
- AMF CertifiedAMF Certified
- MasterESG management school2012Master