JHFreelancer profile translated to English.
Back to original languageAbout Justine
🎯 Customer Success Manager freelance, I help B2B companies structure and optimize their customer relationships, retain their strategic accounts, and boost the perceived value of their solution.
✅ I can assist you with:
- Implementing or strengthening your customer journey (onboarding, follow-up, retention)
- Managing your key accounts: steering committees, reviews, upsell
- Structuring your CSM processes and automating your tools (Zendesk, Intercom, Hubspot)
- Tracking your customer KPIs and building clear, actionable dashboards
- Supporting your transformation projects (new tools, organizational changes, customer experience)
💡 With 5 years of experience (Incenteev, The Socialite Family), I work collaboratively, agilely, and focus on impact and customer satisfaction.
📍 Occasional or ongoing missions – Remote or hybrid – Sectors: SaaS, retail, banking, insurance, tech, or DNVB.
French
Native or bilingual
Spanish
Fluent
English
Fluent
Can work on-site
Paris (up to 50km)
Experience
- IncenteevCustomer Success Manager (B2B - SAAS - Key Accounts)SOFTWARE PUBLISHINGMay 2023 - Today (3 years and 3 months)Paris, France
Management of strategic accounts and support for transformation projects for a B2B SaaS commercial animation solution.
*Mission Objectives:Structure the customer journey and maximize retention for key accounts (banking, insurance)Support internal transformation projects (new tools, new management practices)Serve as an interface between stakeholders (CS, IT, Sales Management)*Interventions Performed:Change management project leadership (new customer experience in agencies, redesign of user journeys, new collaborative tools)Organization and facilitation of multi-stakeholder steering committees (CSM, IT, HR, local managers)Formalization of action plans and collaborative workshops (co-construction with field teams)Structuring the post-sales journey: onboarding, follow-up phases, impact measurement, quarterly reviewsOperational performance monitoring: participation rates, platform engagement, business results evolutionStrategic support for business departments: creation of decision-making materials, adjustment recommendations*Environment:Key accounts – transformation projects – local team management – SaaS tools – agile management - Office Suite - The Socialite FamilyCustomer Experience ManagerE-COMMERCEJanuary 2019 - February 2022 (3 years and 1 month)Paris, France
Creation and structuring of the customer service department in a fast-growing company (x2 annual revenue), with management of cross-functional projects to improve the overall experience.
*Mission Challenges:Create a robust and scalable customer service in a high-growth contextImprove customer experience throughout the lifecycle (pre-sales, delivery, after-sales)Manage cross-functional projects with marketing, logistics, and product management*Achievements:Complete overhaul of customer logistics processes: returns management, packaging improvement, optimization of flows with the logistics providerCustomer satisfaction and product return rate monitoring → implementation of monthly analyses and strategic recommendations to managementImplementation of an automated Welcome Track in conjunction with the marketing team (customer onboarding + reassurance communication)Team management: recruitment, training, and supervision of 2 permanent employeesSelection, configuration, and deployment of tools: Zendesk for support, Odoo for project management, structuring of FAQs and response templatesMonitoring and continuous improvement of KPIs: response rate, average handling time, customer satisfaction, return volume*Environment:e-commerce – omnichannel – rapid growth – agile internal projects – premium customer-oriented approach
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Education
- Master PGE orientation project management & CSRKEDGE BUSINESS SCHOOL2019Master PGE orientation project management & RSE
- Preparatory Classes (CPGE)Descartes2015Classes Préparatoires (CPGE)