Freelancer profile translated to English.

Description

I help SaaS startups structure and scale their Customer Success, from early stage to Series C. After contributing to Matera's growth (Series A -> C), leading Customer Success at Carbo (Seed) and then joining Docurba (startup d'État), I have acquired a comprehensive vision of Customer Success challenges: from setting up the first customer journeys to structuring an entire team.

Specifically, I act as a fractional Head of Customer Success to:

implement customer playbooks and processes (onboarding, activation, retention, referral)
define and track key KPIs (NPS, churn, adoption, referral),
recruit and train the first CSMs,
ensure a data-driven approach (SQL, Metabase, CRM) to optimize adoption and reduce churn

In short, I implement best Customer Success practices to enable internal teams to serenely approach the different phases of hypergrowth.

Industry field of expertise

Languages

French
Native or bilingual
English
Fluent

Workplace preferences

Can work on-site

Paris (up to 50km)

Docurba (beta.gouv.fr)
Deployment Manager
SOFTWARE PUBLISHING
September 2023 - Today (2 years and 9 months)
Paris, France
*Management of the complete AARRR cycle(acquisition, activation, retention, referral) for a SaaS tool for local authorities

*Support for local authoritiesin platform adoption (webinars, creation of video content and articles, management of incoming requests)

*Collection and analysis of user feedbackto guide the product roadmap

*Use of SQL queries and Metabase Dashboardsto track feature usage and identify adoption levers

I contribute to the sustainability of this digital public service by structuring the adoption of the software by local authorities.
SAAS Commercial SQL Client Onboarding Metabase
Carbo
Head of Customer Success
SOFTWARE PUBLISHING
March 2023 - September 2023 (6 months)
Paris, France
Mission to lead the Customer Success function in a B2B SaaS startup in full structuring (software for calculating and monitoring companies' carbon footprint): notably setting up the first onboarding and monitoring journeys to ensure good product adoption, defining key indicators adapted to Carbo's context (NPS, churn rate), structuring CS training.

I laid the groundwork for the Carbo CS playbook, preparing for the "post product market fit" phase.
Matera
Team Lead Customer Success
SOFTWARE PUBLISHING
March 2020 - September 2022 (2 years and 6 months)
Paris, France
*Supervision and trainingof a team of CSMs (> 20): recruitment, coaching, implementation of a training program (asynchronous & in-person), performance monitoring

*Structuring of CS processesat scale to support Matera's hypergrowth (post Series A)
**Definition and monitoring of AARRR objectives**: implementation of reporting by segment, allowing for example:
- to improve the activation of co-ownerships in the first 3 months
- to reduce the average response time to tickets by 50%
- and to categorize co-ownerships at risk of churn

*Design of customer training programsadapted to different types of co-ownerships (dedicated content and training, videos, articles)

*Implementation of tools and ritualsto standardize onboarding and reduce churn (deployment of a shared CS playbook on Notion, Front & Hubspot automations)

*Cross-functional workwith the sales and product teams to ensure a coherent complete cycle (from signature to retention): including improvement of customer feedback processes, strengthening of sales/CS team cohesion,...
Recrutement Optimisation des processus Hubspot Client Onboarding