Marine Besqueut-Rougerie

Is your churn increasing, retention stagnating, and your CSM teams spending all their time firefighting instead of focusing on growth?

Result: disengaged clients, insufficient product adoption, revenue left on the table, and a lack of structure in the customer experience.

👉 That's exactly where I come in.

I am a freelance Customer Success Manager (CSM & Care Team Lead – Remote) and I help SaaS and digital teams transform their customer experience into a lever for retention, upsell, and sustainable growth, right from the client's first days.

How do I help you concretely?

✅ Structure a clear and scalable Customer Success strategy

✅ Secure effective customer onboarding to ensure adoption from the start

✅ Reduce churn and increase customer retention (+20% observed)

✅ Improve customer engagement and upsell opportunities

Relieve and upskill your CSM / Onboarding / Care teams.

What sets me apart?

✔️ A human AND results-oriented approach

✔️ An end-to-end vision: Onboarding, Care, Customer Success & Leadership

✔️ An ability to quickly structure, clarify, and prioritize

✔️ An obsession with measurable results, not useless processes

Types of projects & deliverables I manage?

✅ Implementation or redesign of the Customer Success strategy

✅ Creation or optimization of customer onboarding journeys

✅ Structuring of CSM & Care processes (playbooks, workflows, templates)

✅ Definition and monitoring of KPIs / customer reporting

✅ Coaching and support for CSM teams

✅ Optimization of tools (HubSpot, Skalin, Notion, AI – ChatGPT/Gemini)

I provide operational support, structuring missions, or strategic guidance.

📩 Want to reduce your churn and optimize your onboarding for sustainable growth?

Send me a DM.