Freelancer profile translated to English.

Description

CSM with over 5 years of experience in managing large accounts, I help B2B SaaS teamsimprove onboarding, product adoption, and retentionby structuring clear and scalable Customer Success processes.

I have cross-functional experience in SaaS, marketing, and entrepreneurship, where I played a key role in bridging the gap between client needs and product/technical teams. I have worked with clients across all sectors.

Languages

French
Native or bilingual
English
Native or bilingual

Workplace preferences

Remote only

Primarily works remotely

PlayPlay
Senior Customer Success
December 2020 - September 2025 (4 years and 9 months)
Paris, France
Manage a strategic client portfolio
• Top performer: €1.4M ARR, 80% renewal rate
• Largest client: €550k ARR
• Understanding and tracking client objectives (ROI management)
• Assessing client engagement through satisfaction and NPS
• Management & coaching of junior team members

Develop expansion strategies
• Build and maintain trusting relationships with clients
• Animate user communities and develop existing accounts
• Close collaboration with sales teams on upsell and cross-sell strategies (client lunches, masterclasses, account mapping, webinars, etc.)

Support clients in video creation
• Optimization of existing client support processes
• Organization of client webinars and training events
• Content creation

Collaboration with Tech & Product teams
• Main point of contact between Customer Success and Product teams to improve the tool and involve clients in its evolution
• Client spokesperson for the Product team: identifying and communicating friction points and opportunities for platform improvement
• Working with the Motion team to identify new screens facilitating client video creation

**Some clients supported**: French Ministries, L'Oréal, Swiss Life, STMicroelectronics, Adecco

Customer Success Management Account Management & Client Retention Product Adoption Renewals Process Implementation
Olt France
Co-Founder / Marketing & Sales
AGRICULTURE
January 2019 - December 2020 (1 year and 11 months)
Paris, France
Creation and management of a sustainable food e-commerce business with average monthly growth of over 35%. Incubation at Schoolab Paris

Sales
Business Development (hunting, cold calling, account management) for the B2B offering
Create a strong brand image through personas and focus groups
Marketing
Conduct benchmarks, comparative analyses
Content management for social media, newsletters, blog articles, and Mailchimp campaigns
Customer loyalty strategy
Shiple
Co Founder / Marketing & Sales
LOGISTICS AND SUPPLY CHAIN
October 2018 - January 2019 (3 months)
Île-de-France, France
Creation and management of a B2B logistics company with 45% monthly growth and a portfolio of over 25 clients. Winner of the Prix Innover et Entreprendre 2019

Sales
Development of offline acquisition strategy - cold calling, email campaigns, physical prospecting
Prospecting, closing, and account management for e-commerce accounts
Marketing
Creation of branding, visual tools

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First Certificate English (CAE)
TOEIC
First Certificate English (CAE)
Preliminary English Test (PET) Cambridge English Advanced (CAE)
Preliminary English Test (PET) Cambridge English Advanced (CAE)

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Laura Pomonti

Customer Success Consultant

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