Sophie Parachey

Ex Head of Customer Success at an Enterprise B2B SaaS company (StartupFlow), I help SaaS companies ensure that:

- their product value is effectively delivered to their clients

- their clients are aware of the value provided and can measure it

My support covers all aspects of customer relationships:

🎯 Audit: Solving strategic and operational issues.

👉🏻 Diagnosis, recommendations, action plan implementation, resolution

🎯 Customer Journey Design: Designing the customer experience from A to Z to ensure Renewal.

👉🏻 From the sales process to Renewal, including Onboarding, Deployment, Loyalty, Support/ticketing, and Upsell, designing the overall customer experience. Creating presentation materials, shareable resources, Joint Success Plan templates, and churn-prevention playbooks.

🎯 Customer Success Department Strategy and Structuring: Creating the team's "Run" and "Build" roadmap, aligned with the company's OKRs.

👉🏻 Status assessment, needs prioritization, roadmap co-design workshop, tool development.

🎯 Management: Defining KPIs and implementing tools

👉🏻 Defining monitoring KPIs and implementing tools

🎯 Customer Culture: Making Customer Success a growth lever

👉🏻 Facilitating the client community, developing advocacy, CS expertise as a sales tool, identifying client use cases to serve the Product roadmap.

🎯 Lead CSM: Supporting you during key moments

👉🏻 Operational monitoring of strategic accounts. Internal training, CSM coaching, skill development.

Tools mastered: Hubspot, Crisp, Front, Trello, Jira, Asana, Product Board, ...

Happy to discuss your needs! Sophie