Freelancer profile translated to English.
Back to original languageAbout Romain
CSM SaaS B2B with 4 years of experience in complex environments — BTP marketplace and immersive 360° e-learning. I have structured CS processes from scratch, onboarded over 250 users, and retained dozens of at-risk accounts by diagnosing real blockers and relaying relevant feedback to the Product teams.
What I do concretely:
• CS Structuring: Success Plans, Health Score, QBR, follow-up processes
• Client Onboarding: scoping, adoption journey, tailored training
• At-risk account retention: diagnosis, action plans, Product/Tech liaison
• Voice of the Customer: structured collection, prioritization, follow-up until resolution
For whom?
SME and B2B SaaS scale-ups looking to structure or strengthen their CS without immediate permanent hiring.
Availability
Immediately available, full remote, for one-off or recurring missions. Tools mastered: Salesforce, HubSpot, Pipedrive, Zendesk, Intercom, Notion.
French
Native or bilingual
English
Conversational
Can work on-site
Lyon (up to 50km)
Experience
- ONCE FOR ALLKEY ACCOUNT CUSTOMER SUCCESS MANAGERCIVIL ENGINEERINGApril 2024 - January 2026 (1 year and 9 months)Key Account Customer Success ManagerB2B SaaS Marketplace — subcontractor compliance for public and private clients.Context of launching and structuring the CS department on a rapidly growing platform.– Portfolio of 60+ strategic clients (public and private markets) operating on a marketplace representing €10M in annual transactions.– Retention of at-risk accounts: identification of disengagement signals, diagnosis of blockers (product bugs, missing features), formalized action plans — between 20 and 40 accounts secured during the period through a structured feedback loop with the Product/Tech teams.– Voice of the Customer: collection and prioritization of client feedback, follow-up until resolution — direct contribution to product evolution and strategic account satisfaction.– Onboarding of 250+ users: objective scoping, personalized adoption journeys, tailored training and workshops adapted to profiles (public buyers, site managers, compliance teams).– Structured monitoring framework: implementation of Success Plans, QBRs, and Health Scores to anticipate churn and prioritize impactful actions.– Identification of expansion opportunities: spotting growth signals within the portfolio, structured handover to Sales teams (upsell / cross-sell).
- SPEEDERNETCUSTOMER SUCCESS MANAGERTECHSeptember 2022 - January 2024 (1 year and 4 months)Lyon, FranceCustomer Success ManagerImmersive 360° e-learning SaaS (Sphere platform) — supporting clients across all sectors (education, health, construction, industry...) in creating immersive VR educational content.– Onboarding of 50+ clients on a technical and creative product: 35 to 40 clients brought to full content creation autonomy within 2 days to 2 weeks depending on profiles.– Creation of a self-service resource base (tutorials, articles, guides) — significant reduction in support ticket volume while improving user experience.– Voice of the Customer: collection and structuring of user feedback, prioritized reporting to the Product team to guide development towards greater adoption and satisfaction.
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Education
- Inbound HubSpot Academy2022
- Sales HubHubSpot Academy2022Sales Hub