Freelancer profile translated to English.

Description

🎯 Senior CSM | Structuring, retention & B2B customer experience |

With over 7 years of experience in Customer Success, I have created and structured comprehensive customer services in high-growth scale-ups (JUST, Partoo, Wavy), while supporting over 700 B2B clients. My role: lay the foundations, industrialize customer journeys, and grow teams to streamline the experience, strengthen loyalty, and align internal departments.

🧩 Key Expertise

I design and optimize customer journeys (digital onboarding, automation, piloting), continuously improve CRM and support tools (HubSpot, Zendesk, Intercom, Zapier…), and structure and train Customer Success teams by implementing processes, KPIs, rituals, and documentation.

🔍 My Added Value

I bring clarity, operational efficiency, and a strong customer satisfaction culture, with a pragmatic, data-driven, and results-oriented approach.

📌 Some Achievements

- Creation of Customer Success departments at Wavy and then Partoo: definition of processes, recruitment and training of 10+ CSMs, implementation of KPIs and monitoring rituals.

- Reduction of onboarding time from 7 to 3 days through the automation of journeys and redesign of customer support.

- Deployment of a customer feedback and scoring system (NPS, CSAT, churn) with associated action plans and monitoring dashboards.

- CS / Marketing Collaboration: generation of +1000 customer Google reviews

- National pilot project Captana x Carrefour: training and support of 200+ in-store users on the adoption of an AI/camera vision solution, monitoring KPIs and adjusting field operations.

Looking to rethink your customer journey, structure your CS department, reduce churn, or boost satisfaction?

Let's talk!

Languages

French
Native or bilingual
English
Fluent

Workplace preferences

Can work on-site

Paris (up to 50km)

JUST
FIRST CUSTOMER SUCCESS MANAGER
E-COMMERCE
January 2024 - Today (2 years and 7 months)
Paris, France
Definition of KPIs to measure customer satisfaction, support effectiveness, and team performance (CSAT, NPS, CES, churn rate, FRT, ART). Implementation of dashboards to track these indicators in real-time. Regular data analysis and strategy adjustment accordingly. Management of a mid/high touch client portfolio. (200 clients / €30,000 ARR)
CRM Customer Success Management Account Manager Customer Satisfaction
PARTOO
LEAD - CUSTOMER SUCCESS MANAGER
CONSULTING AND AUDITS
February 2021 - December 2023 (2 years and 10 months)
Paris, France
Creation of the Customer Success department for small & medium businesses. Client Onboarding (+500 clients onboarded). Recruitment of 11 CSMs. Management of performance, training, task allocation, and promotion of a strong team culture. +700 clients onboarded: €560k ARR. Definition of client success objectives, identification of key performance indicators (KPIs), and implementation of processes to continuously improve customer satisfaction and retention. Analysis of data and performance indicators to evaluate customer satisfaction and product adoption.
Customer Success Management Onboarding Customer Satisfaction CRM
WAVY
ACCOUNT MANAGER
February 2019 - December 2020 (1 year and 10 months)
Client Onboarding & Training (+300). Management of client communication & marketing (B2C). Implementation, promotion, and animation of webinars. Automation of client onboarding. Creation and scheduling of email & SMS campaigns. Monitoring and analysis of campaign effectiveness. Production of reports to measure the effectiveness of various support materials. Development & monitoring of the overall project calendar (Commercial offers, Improvement of internal processes & tools).
Onboarding Customer Success Management