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Marine BerthoméMB

Marine Berthomé

Customer Success Manager B2B - SaaS/Industry/...

€650/day
Dijon, FR
3-7 years
customer success
Customer Retention
Customer Experience (CX)
Account Management
KPI / Data Analysis

Average response time: 1 hour

Freelancer profile translated to English.
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About Marine

Freelance Customer Satisfaction Manager with 15+ years of experience in B2B (SaaS, real estate, industry).

I help companies improve their customer loyalty, structure their Customer Success, and optimize their customer experience, with an operational approach.

Available for part-time missions (FR / international).

  • French

    Native or bilingual

  • English

    Fluent

  • Italian

    Conversational

Can work on-site
Dijon (up to 50km)

Experience

  • Marine Berthomé
    Customer Success Manager
    March 2026 - Today (5 months)
    Dijon, France
    Specializing in customer satisfaction, loyalty, and user experience, with over 20 years in B2B (SaaS, real estate, industry).

    I support French and international companies to:
    - Structure or improve their Customer Success and customer experience strategy
    - Optimize customer relations and retention
    - Implement performance processes, tools, and indicators (KPI, NPS, churn)
    - Manage end customers in the French market

    My approach is operational and results-oriented, with a strong ability to:

    ** Drive customer satisfaction and loyalty



    ** Train and onboard users



    ** Automate customer journeys and streamline communications



    ** Manage sensitive situations and disputes
    customer success Customer Retention Customer Experience (CX) KPI Process Management
  • Homillesime
    Founder & CEO - Real Estate Management & Experience
    REAL ESTATE
    April 2023 - Today (3 years and 4 months)
    21000 Dijon, France
    Optimization of tenant and owner experience
    Proactive management of customer satisfaction and disputes
    Implementation of customer tracking processes and workflows
    Automation of customer journeys and communications
    Continuous improvement and loyalty
    KPI monitoring, reporting, and performance analysis
    customer-relationship-management Process Management B2B Client Portfolio Management Process Structuring Customer Journey Optimization
  • Français Pro Actif
    Professional Communication & Customer Pedagogy Coaching
    EDUCATION AND E-LEARNING
    January 2025 - March 2026 (1 year and 2 months)
    Dijon, France
    Coaching for adults in a professional context
    Development of skills in communication, meeting management, conflict resolution, and negotiation techniques
    Adaptation of educational content to various profiles
    Individualized, results-oriented pedagogy and progress monitoring
    Design of practical materials and activities to reinforce learning
    Communication Pedagogy Customer Support
Check out Marine's experience

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Education

  • Specialized Master's Degree, Corporate Communications
    NEOMA Business School
    2007
    Mastère Spécialisé, Communications d'entreprises
  • Master in Management
    Burgundy School of Business
    2006
    Master ESC
Check out Marine's education

Skill set

KPIs and Metric Definition and Monitoring
User Segmentation
Customer Relationship Management (CRM)
Customer Segmentation and Analysis
Marketing Analytics
Sales Excellence

Categories