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Lucie B.LB

Lucie B.

Customer Success Manager / Onboarding Specialist

€290/day
1 project
Nantes, FR
3-7 years
Project Management
Customer Experience
Onboarding
Training
Customer Success Management

Average response time: 1 hour

Freelancer profile translated to English.
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About Lucie

I support companies in the adoption and optimization of digital SaaS solutions, with strong expertise in B2B and healthcare environments.

For over 8 years, I have been working at the intersection of product, customer experience, and operations, in various sectors such as medtech, SaaS software, luxury, and agri-tech.

• Customer support (key accounts, KOLs),
• Structuring of processes and onboarding,
• Product/support/business coordination,
• Continuous improvement based on user feedback,
• Communication and teaching about digital tools.

I have notably supported healthcare professionals in digitizing their daily practice, managed key account portfolios representing significant strategic challenges, and actively participated in the evolution of SaaS products in collaboration with technical teams.

Organized and autonomous, I enjoy environments where it's necessary to structure, make concrete progress on projects, and maintain close contact with users.
Luxury Goods
Agriculture and Forestry
Health and Wellness
Medical Devices
Software Publishing

  • French

    Native or bilingual

  • English

    Fluent

  • Italian

    Conversational

Can work on-site
Nantes (up to 20km), Angers (up to 15km), Paris (up to 10km)

Experience

  • Instamed
    Account Manager & Customer Success Manager
    MEDICAL
    November 2024 - May 2026 (1 year and 6 months)
    Customer Success Manager / Product Operations – Instamed

    Supporting healthcare professionals in adopting and using a SaaS solution for practice management and shared medical records.

    • Monitoring and supporting a client portfolio (doctors, medical assistants, health centers)
    • Managing onboarding, training, and user support
    • Collecting, qualifying, and prioritizing client feedback and business needs
    • Close collaboration with product and technical teams to evolve the platform
    • Participation in continuous improvement of user journeys and internal processes
    • Creating help content, FAQs, client communications, and training materials
    • Coordinating bug reporting and incident tracking via support tools
    • Participation in digitalization projects and optimization of healthcare usage.

    Environment: SaaS, medtech, e-health, Customer Success, Product, user support, change management.
    Onboarding Training Customer Support Continuous Improvement
  • Aladin by Invivo
    E-commerce Product Manager
    E-COMMERCE
    July 2021 - August 2024 (3 years and 1 month)
    - Key account support
    - Structuring partner offers and associated marketing
    - Managing relationships between partners and internal teams (sales, product, marketing, ...)
    - Implementing co-marketing operations
    - Performance monitoring, setup, and tracking of indicators
    Monitoring contractual aspects inherent to partnerships
    - Participation in platform evolution
    - Enrichment of product sheets and catalog
    - JIRA ticket management
    JIRA AKENEO Contentful customer relations Account Management
  • Lalique
    Operational Marketing Manager
    LUXURY GOODS
    September 2018 - April 2019 (8 months)
    Paris, France
    - Preparation of new product launches: shooting, events, merchandising.
    - Development of sales support tools (B2C Catalogs, sales presentations, training, POS displays, visuals…)
    - Organization/updating of databases: visuals, tools, archives
    - Relay for press and market requests: organization and communication with international offices
    - Annual budget management
    - Creation and renewal of partnerships and collaborations

    *Maternity leave replacement
    budget management Project Management collection launch data organization Content Marketing
Check out Lucie's experience

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Education

  • Msc Luxury Brand Management
    INSEEC Bordeaux
    2017
    • Management de marque • Expérience client • Stratégie international • International negotiation • Consumer behavior • Management et stratégie d’entreprise • Marketing stratégique • Marketing opérationnel • Management et développement commercial • Marketing international • Marketing digital et e-business • Environnement juridique lié au marketing et au commerce
  • Business Management Degree
    IAE La Rochelle
    2015
    • Management d’équipe • Stratégie et politique générale d’entreprise • Droit civil et fiscalité du particulier • Simulation de gestion • Gestion de la relation client et négociation • Marketing des produits • Marketing digital

Certifications

Lucie's certifications are only visible to Malt Community members

Skill set

Business Strategy
Compliance
Competitive Intelligence
Microsoft Office
Office Suite
English
Luxury
Customer Service
Deadline
Prioritization
Product Management
Negotiation
Listening
Contentful
E-commerce
Client Relations
JIRA
AKENEO
Content Marketing
customer relations
Account Management
budget management
data organization
Event Management
Branding
Notion
Medtech
SAAS

Categories

  • Other