Freelancer profile translated to English.

Description

I support companies, start-ups, or tech SMEs in structuring their CSM/B2B customer relations department.

My goal: to enable you to move from a reactive position to a proactive approach.

From identifying your customer segments to implementing adapted journeys by defining the roles and responsibilities of stakeholders, we put in place an action plan to bring value and satisfaction to customers.

I support companies and teams through an audit and recommendations of existing processes, which can be supplemented by operational training, on-site or remote.

Industry field of expertise

Languages

English
Fluent
French
Native or bilingual

Workplace preferences

Can work on-site

Lyon (up to 50km)

Freelance
Customer Success Consultant
June 2025 - Today (1 year)
Audit, recommendation and team coaching missions for SaaS companies with a customer success department in development. Facilitation of thematic workshops (ambassador program, customer segmentation, etc.).
Customer Journey RACI Analysis Diagnosis Recommendations Customer onboarding User documentation
Equadis
Head of Customer Success & Member of the Executive Committee
June 2022 - March 2025 (2 years and 9 months)
Lyon, France
Recruitment and management of a growing team (x3 in 2 years - 3 offices) and implementation of a Care team. Launch of product marketing initiatives: bi-monthly newsletter, webinars to increase feature adoption and share business expertise. Optimization of customer processes (onboarding redesign, customer segmentation creation, etc.) and establishment of inter-team relationships (CS/Product, CS/Sales) that didn't exist: Customer satisfaction rate for team support: 98%.
Multi-site team management Customer portfolio management Customer service
Hiveo
Head of Customer Experience & Marketing
November 2019 - June 2022 (2 years and 7 months)
Lyon, France
Development of the Customer Success and Care departments: processes, tools, KPIs, etc. Management of all stakeholders in the implementation and use of the legalTech SaaS platform with the management of a portfolio of over 150 clients (Circet, SPIE, Equans...). Supervision of marketing actions: webinars with our partners and clients, content creation, newsletters, social media... Success: Handling incoming requests (email, chat, phone) from 30,000 companies registered on the platform (B2B2C) with a team of 2 people.