Freelancer profile translated to English.

Description

CUSTOMER SUCCESS MANAGER PROJECT MANAGEMENT - CLIENT RELATIONSHIP

Customer Success Manager with 4+ years of experience, expert in B2B loyalty, strategic onboarding, and complex portfolio management (200+ multi-tier clients).

I have optimized churn through a proactive process and improved client support with structured onboarding programs. Specializing in customer experience and loyalty, I consolidated my skills with a degree in marketing and commerce.

My experiences in demanding environments (sales, retail, catering, luxury) have allowed me to hone my expertise and versatility.

Autonomous and results-oriented, I adopt a proactive and collaborative approach focused on performance, retention, and customer value creation.

Industry field of expertise

Languages

French
Native or bilingual
English
Conversational

Workplace preferences

Can work on-site

Paris (up to 50km)

Kiliba (SaaS) SaaSdemarketingautomationpoure-commerçants
Customer Onboarding Specialist / Customer Success Manager
E-COMMERCE
March 2023 - July 2024 (1 year and 4 months)
Paris, France
Managed the onboarding of 350+ clients, from planning to go-live. Analyzed KPIs and reported to maintain a churn rate of 3%. Created educational materials (FAQs, newsletters, guides) that improved product adoption by 25%. Coordinated with product and technical teams to streamline integrations. Contributed to growth through targeted upsell actions.
Client Onboarding Loyalty Strategy KPIs and Metric Definition and Monitoring Customer Loyalty/ Retention Customer Journey Map
Jaguar LR France x Marquetis Call
Customer Success
AUTOMOBILE
October 2021 - February 2023 (1 year and 4 months)
United Kingdom
Supported 50+ dealerships and garages in France and DOM-TOM through the after-sales customer journey. Level 2 support in coordination with technical and legal teams. Implemented tailored solutions for account loyalty. Leveraged customer satisfaction as a driver of commercial performance.
Téléperformance x Smovengo (Vélib)
Customer Success -
CONSULTING AND AUDITS
January 2018 - July 2021 (3 years and 6 months)
Asnières-sur-Seine, France
Urban mobility and electric vehicle rental services.
- Comprehensive user journey support.
(Onboarding - follow-up - churn management)
- Retention process / KPI monitoring.
- Created and updated FAQs and templates to standardize responses.
- Internal training and improvement of customer experience.
- Level 2 support in coordination with technical teams.

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Marketing & Commercial, spécialisation
Rocket School
Marketing & Commercial, spécialisation
Baccalauréat Littéraire (Literary Baccalaureate)
Lycée A.Dumas
2015
Bac Littéraire

Other

Marie By Adeenigardens

Customer Success Manager

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