Freelancer profile translated to English.
Back to original languageAbout Nadine
My Goal:
Maximize the retention and satisfaction of your SaaS clients, from onboarding to daily support.
Do you run a SaaS product and are looking for a Customer Success Manager who understands your clients as well as your product?
With a background combining product management and customer relations in SaaS platforms, I bring a focus on loyalty, account growth, and fluid collaboration with your Tech and Product teams.
Specifically, I can handle:
- Client Onboarding & Training Facilitation
- Portfolio Management & Daily Client Relations
- Request Management via HubSpot (or equivalent)
- Feedback Analysis & Structured Reporting to Product
- Writing Documentation, Guides, and User FAQs
With an MSc in UX Design, I also bring a "user experience" perspective to every client journey.
Available for Customer Success, Client Relations, or SaaS Onboarding roles — in Paris or remote.
French
Native or bilingual
English
Fluent
Can work on-site
Paris (up to 30km)
Experience
- FreelanceCustomer Success & Client Support — Freelance MissionsDIGITAL AND ITDecember 2025 - Today (6 months)Paris, France
Context:
Freelance missions with SaaS publishers and event agencies to support client satisfaction on high-stakes digital platforms.My Interventions:
- Onboarding and training of user teams
- Request management via ticketing tools (HubSpot)
- Monitoring client satisfaction before, during, and after deployments
- Coordination with Product & Tech teams to streamline incident reporting
- Writing guides and onboarding materials
- AppCraftCustomer Success & Client SupportDIGITAL AND ITJuly 2024 - October 2025 (1 year and 3 months)Paris, FranceContext:AppCraft is a SaaS platform dedicated to professional event management (trade shows, conferences, seminars).I joined the Customer Success team to support a portfolio of key accounts.
🎯 Customer Success & Onboarding
- Onboarding new clients: account configuration, team training, onboarding support
- Regular portfolio monitoring to ensure long-term adoption and satisfaction
- Facilitating training sessions and creating educational materials (guides, FAQs, videos)
🎯 Support & Client Relations Management
- Handling client requests via HubSpot (Level 1 and 2)
- Diagnosing complex incidents and qualifying them before escalating to Product/Tech teams
- Transparent communication with clients on the status of their requests
🎯 Voice of the Customer & Continuous Improvement
- Structured reporting of user feedback to the Product team to prioritize the roadmap
- Analyzing recurring friction points to propose product and documentation improvements
- Contributing to prioritization decisions on the Product side
Results:- Maintained a high client satisfaction rate across my entire portfolio
- Reduced resolution time for complex tickets through upstream technical diagnosis
- AppCraftDigital Project Management (Permanent Contract)DIGITAL AND ITFebruary 2024 - June 2024 (4 months)Paris, FranceContext:My first role at AppCraft, on a permanent contract, before transitioning to Customer Success.
My Missions:
- 360° client support for the success of hybrid and in-person events
- Meticulous management of the schedule and technical deliverables on the SaaS platform
- Coordination between client, technical, and field teams
- Onboarding and training of organizers on the tool
This experience allowed me to deeply understand my clients' operational challenges before moving to the Customer Success side to support them long-term.
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Education
- MSc UX Design & Digital BusinessIPAG Business School2024Gestion de projet Management stratégique Digital Business Webmarketing Conception de l'expérience utilisateur (UX) Stratégie d'innovation
- Bachelor Graphic and Digital Communication DesignerACE EDUCATION2024