Freelancer profile translated to English.

Description

Do you want to structure, scale, or transform your Customer Success organization into a true lever for growth, retention, and expansion?

I support SaaS, Martech, and Fintech companies in building and optimizing their post-sales organizations, with a direct impact on customer satisfaction and recurring revenue.

I bring a unique dual expertise:

- Building Customer Success teams in scale-ups (from €1M to €10M ARR)

- Structuring complex organizations in unicorn environments (€60M+ ARR, 30+ people).

This experience allows me to intervene in structuring from scratch as well as in large-scale transformation.

I also work on Go-To-Market, Customer Marketing, and product repositioning challenges, particularly in transformation or post-merger contexts. I have led segmentation strategies (Enterprise to SMB), customer lifecycle, and customer communication focused on adoption and value.

My approach is resolutely focused on business impact: improving NRR, accelerating product adoption, structuring customer journeys, and aligning teams around customer value.

🔹 Types of projects I work on:

- Structuring or transforming Customer Success organizations

- Implementing retention and expansion strategies (NRR)

- Designing Customer Journeys and adoption paths

- Auditing and optimizing post-sales processes

- Customer Marketing and Voice of the Customer strategy

- Supporting scale-ups or post-merger companies on the CS function

I am passionate about building high-performing, scalable, and deeply customer-centric Customer Success organizations where every interaction contributes to the company's growth.

Languages

French
Native or bilingual
English
Fluent
Spanish
Basic

Workplace preferences

Can work on-site

Paris (up to 50km)

Spendesk
HEAD OF CUSTOMER SUCCESS & ACCOUNT MANAGEMENT
BANKING AND INSURANCE
September 2025 - Today (9 months)
Leading the teams driving value, retention, and growth across our existing customer base.
Owning the full post-sales journey: onboarding, adoption, renewals, account management, and expansion (upsell & cross-sell).

Managing a 30+ people team across France, Spain, Germany, and the UK, in a fast-growing SaaS environment, with a strong focus on customer value, Net Revenue Retention, and scalable execution.
Splio
CUSTOMER MARKETING DIRECTOR
SOFTWARE PUBLISHING
May 2023 - June 2024 (1 year and 1 month)
Paris, France
Create and implement a dedicated Customer Marketing plan on multiple channels: Newsletters, Customer meet-ups, Masterclasses and in-platform communications. Represent Splice as a keynote speaker during industry events developing the brands thought leadership positioning. Pilot the Go-To-Market strategy for the new product "Predictive AI", leveraging Tinyclues' technology to expand the product portfolio post-merger Analyze customer segments, identify customer use cases & business needs Define the messaging and sales narrative. Deliver Internal sales and customer success enablement and solution expertise during Pre-Sales meetings Secure adoption & Produce customer case studies to scale across customer database
Tinyclues
CUSTOMER SUCCESS DIRECTOR
SOFTWARE PUBLISHING
September 2021 - May 2023 (1 year and 8 months)
Paris, France
Lead and manage a team of 8 people (CSM, Senior CSM and CS Country Leaders). Report and drive key business KPIs, including customer satisfaction, churn risk, renewals, and expansion opportunities on a portfolio of 130+ clients representing €10M ARR (80% Enterprise Accounts). Monitor and optimize Day to Day Operations on customers from onboarding to renewal. Act as the voice of the customer internally and collaborate closely with Sales, Product, Marketing, and Operations teams to align strategies. Anticipate team growth needs by defining organizational structure, roles, and responsibilities to achieve business objectives. Enhance pre-sales efforts by identifying and developing solution experts within the Customer Success team to showcase business impact during pre-sales meetings. Key Results: Increased the Net Promoter Score (NPS) from 53 to 72. Achieved Net Revenue Retention (NRR) targets for three consecutive years. Successfully restructured and re-onboarded a new team following a period of high turnover post-COVID