Freelancer profile translated to English.

Description

Customer Success Manager freelance, I intervene to structure customer support, optimize processes, and improve the user experience at every step of the journey.

Senior profile, I quickly identify friction points and deploy concrete solutions.

I support companies on both operational and strategic topics: customer onboarding, support and customer experience optimization, process and KPI implementation, workflow automation, and continuous improvement of customer satisfaction (CSAT, NPS).

Skills:

Customer Success Management, Customer Care, customer support (level 2/3), customer onboarding, customer relations, journey optimization, process & KPI structuring, CRM, automation, team training.

Areas of intervention:

– Customer Success & Onboarding

– Customer Success / Support Structuring

– Process, KPI & CRM

– Advanced Support (level 2/3)

– KYC / Operations

Available for Customer Care, Support, Customer Success Manager, Customer Onboarding Specialist, Knowledge Manager, and KYC Analyst missions.

Industry field of expertise

Languages

French
Native or bilingual
English
Fluent
Persian
Native or bilingual

Workplace preferences

Remote only

Primarily works remotely

Qonto
Customer Training Specialist
BANKING AND INSURANCE
September 2025 - December 2025 (3 months)
Paris, France
Design and delivery of customer training programs and onboarding journeys
Facilitation of webinars, product demonstrations, and user workshops
Creation of structured documentation and educational materials
Guiding customers towards autonomy and product adoption
Identification of usage barriers and areas for improvement
Contribution to the optimization of the customer journey and user engagement
Onboarding Customer Success Management Customer Journey Training Facilitation Webinar
TotalEnergies Wash France
Customer Service Manager
ENERGY AND UTILITIES
May 2021 - November 2025 (4 years and 6 months)
Paris, France
Optimization of Customer Care processes for handover to the consumer service.
Analysis of user contacts and implementation of actions to reduce contact rate
Structuring of level 1 support processes and operational scripts
Optimization of the FAQ and digital journeys
Implementation of anti-fraud detection rules
Management of complex support requests (level 2) and customer reviews (Apple Store, Android, and Google reviews)
Customer Relations Customer Relationship Management (CRM) FAQ Customer Satisfaction Customer Care
L'école française
Customer Success Manager - Coach
EDUCATION AND E-LEARNING
December 2024 - July 2025 (7 months)
Paris, France
Management of a portfolio of 500 students in diploma programs (CAP to BTS)
Structuring of onboarding and learner engagement paths
Facilitation of introductory training webinars and follow-up workshops
Implementation of reporting and personalized management tools
Monitoring of training performance KPIs (completion, pace, engagement)
Automation of follow-ups and learner tracking
Customer Success Manager Coaching Onboarding CSM Project Management