Freelancer profile translated to English.

Description

Hello, I am Maleka Nadège MAHAFENO, B2B Customer Success Manager - SaaS, Tech & Fintech.

I support companies in structuring and optimizing their customer relationships, with a clear objective: to accelerate product adoption, secure retention, and maximize long-term customer value.

With over 10 years of experience in B2B customer relations and high-value portfolio management, I have worked in demanding, complex, and results-oriented environments. This experience allows me to bring a rigorous, pragmatic, and business-oriented approach to Customer Success.

My role is to support your clients at every stage of their journey:

from onboarding to retention, including usage monitoring, churn risk anticipation, and coordination with your Product, Sales, and Support teams.

People are at the heart of my approach, but always in service of performance.

I favor clear, proactive, and structured communication, as well as management based on concrete indicators (adoption, engagement, satisfaction, retention).

Working with me means choosing an outsourced Customer Success Manager, capable of quickly integrating into your organization, relieving your internal teams, and sustainably contributing to the growth of your business.

Languages

French
Native or bilingual
English
Fluent
Spanish
Basic

Workplace preferences

Remote only

Primarily works remotely

BRED BANQUE POPULAIRE
WEALTH MANAGEMENT ADVISOR / VIP CLIENTS
BANKING AND INSURANCE
April 2024 - November 2025 (1 year and 7 months)
Tananarive, Madagascar
Development and Management of a portfolio of 300 clients: Prospecting - Sales of banking products and services for existing and prospective clients - Commercial negotiation, customer assistance in the use of products/services. Complete management of requests: account openings - current operations - credit requests - complaints. Data reliability: updating - monitoring of irregularities and inoperative guarantees.
Management of demanding clients
SOCIETE GENERALE MADAGASIKARA
COMMERCIAL ASSISTANT MAJOR ACCOUNTS - CORPORATE CLIENTELE
BANKING AND INSURANCE
October 2023 - April 2024 (6 months)
Tananarive, Madagascar
Support for the major account manager who manages about thirty companies in: Processing of current operations and complaints. Data reliability: KYC update - monitoring of irregularities and inoperative guarantees. Structuring of credit renewal files.
Société Générale
MAJOR ACCOUNT MANAGER - TEMPORARY
BANKING AND INSURANCE
November 2022 - October 2023 (11 months)
Tananarive, Madagascar
Corporate portfolio management: Development of commercial strategies to grow the portfolio: cash flow - credit lines - international operations, etc. Development of commercial offers and promotion of banking products. Financial analysis and structuring of credit files. Data reliability: KYC update - monitoring of irregularities and inoperative guarantees.