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Meriem LaidML

Meriem Laid

Customer Success Manager - Structuring

€500/day
Paris, FR
8-15 years
Project Management
Team Management
Process Structuring
Customer Experience
Upsell

Average response time: 1 hour

Freelancer profile translated to English.
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About Meriem

Do you have clients, but not always the time, processes, or resources to support them properly on a daily basis? That's where I come in!

I am a Customer Success Manager specializing in client loyalty, customer relations, and process structuring, with over 9 years of experience in demanding environments combining portfolio management, strategic support, and customer care.

My role is not limited to "managing clients." I help companies create a fluid, human, and reassuring customer experience, while implementing clear processes to save teams time and secure growth.

Specifically, I support companies with:
  • Loyalty and churn reduction,
  • Client onboarding and follow-up,
  • Structuring Customer Success processes,
  • Improving customer experience,
  • Managing sensitive accounts,
  • Creating follow-up templates and workflows.

What sets me apart? A deeply human approach to Customer Success, combined with a real results-driven culture. I know how to build lasting trust with clients while maintaining a business and operational vision.

Before Customer Success, I managed significant client portfolios in banking for several years, which allowed me to develop strong expertise in account management, loyalty, and client development.

At Gogency, as a CSM Team Lead, I managed a portfolio of over 115 B2B clients while structuring the CSM department: follow-up processes, team coordination, follow-up management, client communication, and continuous improvement of the customer experience.

I enjoy environments where there are challenges related to structuring, optimization, or improving the customer experience.

My role is to ensure your clients stay, understand your value, and want to continue the journey with you.

So, shall we collaborate? :)
Banking and Financial Services
Consulting and Audits

  • French

    Native or bilingual

  • English

    Conversational

  • Arabic

    Native or bilingual

Remote only
Primarily works remotely

Experience

  • Gogency
    Team Lead Customer Success - Remote
    CONSULTING AND AUDITS
    March 2024 - October 2025 (1 year and 7 months)
    Paris, France
    *Structuring of Onboarding, Churn & Upsell journeys**, **reducing Time-to-Value by 15%and improving initial retention.

    *Standardization of CSM processesand centralization on Notion to support the department's scaling.

    *Strategic management and follow-up of a portfolio of ~130 B2B clients (100% digital, +€800k ARR).
    • **Design and deployment of an onboarding playbook**, securing key steps and improving execution quality.
    *Regular monitoring based on key KPIs:**TTV**: from 45 to 21 days / **NPS**: 80% / **CSAT**: 98%.
    • Full implementation ofJira Service Management to streamline ticket management.
    *Creation of a centralized knowledge base**, improving the **qualityof responses andreducing ticket processing time to less than 24 hours.

    *Team Lead:department organization, practice structuring, recruitment, training, and skill development of 2 CSMs.
    Team Management Process Structuring Data Analysis Tracking KPI Definition and Monitoring
  • Banque Populaire Rives de Paris
    Account Manager
    BANKING AND INSURANCE
    February 2023 - July 2023 (5 months)
    Paris, France
    • Proactive management of a **portfolio of 1,300 clients**, with needs analysis and long-term value optimization.
    • Strategic analysis of needs to recommendsuitable solutions and maximize retention.
    *Increase in customer engagement by +8 points in 4 months.

    *Loyalty through contract renewalandcustomer referrals.
    • Negotiation andclosing of upsell opportunitieswithin the existing portfolio.
    Upsell Customer Retention Account Management Client Prospecting Sales
  • Société Générale
    Account Manager
    BANKING AND INSURANCE
    November 2019 - April 2022 (2 years and 5 months)
    Paris, France
    • Strategic management of a portfolio of1,400 B2C clients representing €2.8M in assets.
    *Development of customer relationshipsthrough an approach focused onloyalty, engagement, and portfolio growth.
    • Implementation of tailoredupsell and cross-sell actionsbased on client needs, with a strong advisory dimension.
    *Daily client meeting managementto support usage, identify opportunities, and enhance satisfaction.

    *Portfolio development through targeted prospecting**, client **referrals**, and creation of **lasting relationships.
    • Contribution to a15% growth in insurance salesin 2021 thanks to aclient value-oriented approach.
    *Rigorous monitoring of performance indicatorsand a strongresults-driven culturein a demanding and relationship-focused environment.

    Referent for the young segment:

    Generation of qualified leads for a team of 11 employees, achieving 100% of annual objectives.
    Upsell Sales Account Management Customer Experience Client Prospecting
Check out Meriem's experience

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Education

  • HubSpot Sales CRM Certification
    HubSpot Academy
    2023
    Certification HubSpot Sales CRM
  • Bachelor's Degree in Economics, Law, and Finance
    University
    2017
    Licence Economie, Droit et Finance
Check out Meriem's education

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