Freelancer profile translated to English.
Back to original languageAbout Marine
With a background focused on customer relations, support, and retention, primarily in fast-growing SaaS environments.
Over the past three years, I held the position of Senior Customer Success Manager at Matera, where I managed a strategic portfolio of approximately 350 clients for €400,000 ARR.
My role covered the entire customer lifecycle: onboarding, product adoption, retention, renewal, and upsell.
I worked with a very proactive and data-driven approach, closely monitoring key KPIs such as churn, NPS, CSAT, and ARR, which allowed me to anticipate risks and identify growth opportunities.
I also maintained close contact with the Sales, Product, Support, and Marketing teams, and contributed to structuring Customer Success processes as well as continuously improving the customer experience.
I also provided internal and client training, which aligns well with my advisory and knowledge-sharing approach.
French
Native or bilingual
English
Conversational
Spanish
Basic
Can work on-site
Versailles (up to 50km)
Experience
- We take careMentor, Job Search CoachTELECOMMUNICATIONSNovember 2024 - January 2026 (1 year and 2 months)Versailles, FrancePart-time volunteer
- Strategic advice on job search and maintaining motivation.
- Transfer of tools and methods for job searching.
Supportive.- Very positive feedback on active listening, clarity of advice, and demeanor.
- materaCustomer Success ManagerREAL ESTATEMay 2022 - March 2025 (2 years and 10 months)Paris, France
- Management of strategic accounts and customer retention in a SaaS environment (400k ARR and 350 clients).
- End-to-end customer relationship management: onboarding, product adoption, retention, renewal, and upsell.
- Management of high-stakes client portfolios. Development of long-term relationships with decision-makers.
- Churn anticipation and reduction through a proactive and data-driven approach.
- Negotiation of contract renewals and identification of ARR growth opportunities. KPI monitoring and analysis.
- Customer Success: NPS, churn, ARR. Close cross-functional collaboration with Sales, Product, Support, and Marketing teams.
- Contribution to structuring Customer Success processes and continuous improvement of the customer experience.
- Ability to thrive in fast-growing environments, with a consulting and leadership posture.
- KPI Tracking: NPS, CSAT, churn rate, upsell, cross-sell.
- Tools: Front, HubSpot, Aircall, Livestorm, Google Meet.
- Responsible for internal and client training.
- TraqfoodCustomer Success ManagerTELECOMMUNICATIONSOctober 2019 - May 2022 (2 years and 7 months)Paris, France
- Management of a B2B client portfolio (large restaurant chains) with a strong focus on support and retention.
- Deployment of software and hardware solutions: remote user training, adaptation of training materials according to profiles.
- Multichannel technical support (email, chat, phone).
- Coaching and skill development of new hires and interns: imparting best practices, mentoring, and personalized follow-up.
- Tools: Proficiency in Zendesk (support) and Sage (management).
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Education
- Master's Degree (Bac+5)ISG – Higher Institute of Management2014Grade de Master (Bac+5)
- DUT in Marketing TechniquesIUT DE RAMBOUILLET2013DUT Techniques de Commercialisation