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Sarah J.SJ

Sarah J.

CS Expert / CS Operations - Bilingual 🇬🇧

€500/day
Paris, FR
8-15 years
Customer Success Management
Team Management
Project Management
Portfolio Strategy
Process Optimization

Average response time: 1 hour

Freelancer profile translated to English.
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About Sarah

Expert with 10 years of experience in B2B SaaS Customer Success, I support teams that want to structure, automate, and scale their operations — without sacrificing the quality of the customer experience.

I provide both strategic and operational consulting: from portfolio strategy to tool configuration, including playbook creation and the deployment of automated workflows, all within an international framework (bilingual English).

The missions I can support you with:

🔧 CS Tool Implementation & Configuration

ChurnZero: configuration, dashboards, automated scenarios, alerting, health scores
Intercom / Fin: AI agent deployment, routing, workflow automation
Power BI: CS & retention dashboard creation and configuration
AI Tools (including Realm): use case identification, implementation, and adoption

⚙️ Automation & Operational Efficiency

Design and deployment of automated workflows
Reduction of manual tasks and CS cost rationalization
Implementation of scalable strategies adapted to your growth stage

🗂️ Portfolio Structuring & CS Organization

Customer segmentation and portfolio prioritization (300+ clients)
Process structuring in contexts of rapid growth, acquisition, or merger
Creation of playbooks, QBR/EBR templates, action plans, documentation

đź‘Ą Team Structuring

Implementation of CS team processes and rituals
KPI definition, reporting, and performance management
Assistance with profile recruitment & career plan creation
E-commerce
Software Publishing

  • French

    Native or bilingual

  • English

    Native or bilingual

  • Spanish

    Conversational

Remote only
Primarily works remotely

Experience

  • AB Tasty
    Customer Success Manager
    May 2024 - Today (2 years and 1 month)
    Manage the performance of a portfolio of 300 Mid-market & SMB clients:

    - Manage team performance (9 people in total): 7 direct reports, including 1 team leader in charge of two CSMs.
    KPIs: NRR, churn rate, product usage, NPS
    Tools: Churnzero, Salesforce, Gong, internal dashboards

    - Deploy a strategy to transition from high-touch to low-touch support through automation to achieve company profitability goals while maintaining product usage for SMB clients.

    - Cross-functional projects with CS Operations, Sales & Product teams
    Examples: > Creation of an AI agent to increase CSM efficiency in creating QBRs/EBRs
    > Implementation of an automation strategy for the client onboarding phase

    → Results: increased ARR per client; increased multi-year renewals; +22 points on product usage for the SMB portfolio.
    Team Management Performance Management Coaching Project Management Automation
  • AB Tasty
    Customer Success Team Leader
    April 2023 - April 2024 (1 year)
    - Led the transformation of the Customer Success team as part of an operational turnaround, overseeing both organizational restructuring and the evolution of the CSM role.
    - Strengthened team capabilities through targeted recruitment and onboarding to address attrition and support the team's new scope.
    - Implemented ARR-based portfolio segmentation to align client coverage with business value and improve operational efficiency.
    - Established a more rigorous customer success framework, including QBPs, performance reviews, and ongoing support, to enhance team consistency and impact.
    - Combined ChurnZero insights with Power BI dashboards to track performance and drive data-informed execution.

    → Results: reduced churn rate by 4 percentage points over 12 months.
  • AB Tasty
    Customer Operations Specialists Team Leader
    April 2021 - February 2023 (1 year and 10 months)
    Built and led a new team of 7 Customer Operations Specialists located in Paris and Madrid to deliver optimization projects (within our service catalog), in collaboration with a front-end development team.
    Defined the framework for the roles, including job descriptions, career plans, and training programs.

    → Achievements: improved project management and team capabilities, exceeding OKRs by over 100%
    Team Management Project Management Professional Services
Check out Sarah's experience

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Education

  • Intercultural Management
    ESCP
    2022
    Intercultural Management
  • Process Communication Model®, Solar Management
    2022
    Process Communication Model®, Solar Management
Check out Sarah's education

Skill set

Teamwork
Customer Portfolio Management
Web Optimization
Data-Driven Decision Making
Workshops Facilitation
Change and Transformation Management
A/B Testing
KPIs and Metric Definition and Monitoring
Customer Relationship Management (CRM)
Recruitment

Categories