Freelancer profile translated to English.
Back to original languageAbout Mélanie
Hi! I'm Mélanie, and I turn doubtful customers into loyal ones. 😊
After 7 years of supporting all sorts of people (in banking, training, employment centers...), I decided to specialize in what I do best: making sure your customers love your product.
What do I do concretely?
✅ I onboard your new customers without them feeling lost
✅ I train your teams and your customers (in French or English)
✅ I re-engage customers who are losing touch
✅ I analyze data to understand what's going wrong
My superpower? Active listening + a good dose of teaching skills + an Excel spreadsheet that fears nothing.
Certified Customer Success Manager (Kare School 2025), I master HubSpot, Zendesk, and I'm fluent in "CSAT" and "MRR".
Based in Toulouse, available remotely and always up for a good project brief! ☕
French
Native or bilingual
English
Fluent
Remote only
Primarily works remotely
Experience
- Agentova.aiCustomer Success ManagerSOFTWARE PUBLISHINGFebruary 2026 - Today (6 months)Toulouse, FranceOngoing mission for a SaaS platform specializing in AI automation agents. First line of customer contact: managing support via Intercom, handling technical incidents, refund requests, and sensitive disputes. Implementation of a Helpdesk knowledge base, daily EOD reporting, and active retention actions.
- SqwadClient Retention & Reactivation OfficerDIGITAL AND ITFebruary 2026 - February 2026Toulouse, France• Proactive campaign on a portfolio of inactive clients with satisfaction surveys (CSAT)• 45% reactivation rate achieved through personalized offers• 52% contact rate thanks to an optimized call strategy and personalized approach• Collection and analysis of customer feedback to identify friction points and improve user experience• Analysis of churn reasons and feedback to the Customer Success team
- CRIC+E2C+Génération5Trainer & Business Relationship ManagerEDUCATION AND E-LEARNINGMarch 2022 - June 2025 (3 years and 3 months)Toulouse, France• Supported over 50 learners with a 75% return-to-employment rate• Creation and implementation of innovative educational content on AI, English, and digital skills• Identification and mobilization of over 40 partner companies.
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Education
- Customer Success Manager CertificationKareSchool2025Certification Customer Success Manager
- BTS Management of Commercial Units(MUC) IFCToulouse2015BTS Management des Unités Commerciales