Freelancer profile translated to English.

Description

Head of Customer Success freelance / fractional with over 12 years of experience in high-growth B2B SaaS environments.

I support companies with their challenges instructuring and scaling CS teams, product adoption, customer retention, and Net Revenue Retention (NRR).

I am involved in bothstrategic consulting missions(Customer Success strategy, customer segmentation, onboarding journeys, KPIs, and NRR) and **operational structuring missions**: implementing scalable processes, selecting and deploying CS tools, automating workflows, and improving customer experience.

Witha strong builder spirit,I help startups and scale-ups transform their Customer Success into a true growth engine, while optimizingoperational efficiency, team productivity, and value per customer.

Languages

French
Native or bilingual
English
Native or bilingual
Spanish
Conversational

Workplace preferences

Can work on-site

Paris (up to 50km), Reims (up to 10km)

Najar (ex Welii)
VP Customer Success
October 2023 - Today (2 years and 9 months)
Paris, France
- Leading the Customer Success organization to foster adoption, retention, and expansion of a diverse client portfolio.
- Specializing in customer onboarding, ensuring a smooth experience and accelerated time-to-value.
- Developing and implementing Customer Success strategies to improve product adoption and optimize Net Revenue Retention (NRR).
- Building and managing a high-performing Customer Success team, with a focus on customer engagement and revenue growth.
- Selecting and deploying Customer Success and automation tools to structure operations, enhance team productivity, and optimize profit per customer.
- Implementing automated processes and scalable workflows to streamline onboarding, reduce manual tasks, and improve operational efficiency.
- Collaborating closely with Sales and Product teams to align strategies with customer needs, maximize upsell/cross-sell opportunities, and reduce churn.
- Designing and deploying scalable processes to improve operational efficiency, customer experience, and long-term success.
- Engaging with C-level stakeholders to ensure business objectives are met and position Najar as a strategic partner.
- Managing and developing strategic accounts with enhanced oversight of key accounts.
Process Optimization Automation Go-to-Market Strategy & International Expansion Upsell Team Management
Connecting Food
Head of Customer Success
February 2023 - October 2023 (8 months)
Paris, France
- Leading and developing the Customer Success team, focusing on loyalty, expansion, and customer satisfaction.
- Optimizing the customer journey, particularly through structured onboarding and strategic guidance to maximize product adoption.
- Implementing retention and growth strategies to improve Net Revenue Retention (NRR) and reduce churn.
- Collaborating with Sales and Product teams to ensure alignment of objectives and enhance perceived customer value.
- Defining and monitoring Customer Success KPIs to drive continuous improvement in performance and customer experience.
- Managing strategic accounts and C-level relationships to position Najar as a key partner to its clients.
- Deploying scalable processes and tools to industrialize the Customer Success approach and improve operational efficiency.
Process Optimization Project Management Team Management Go-to-Market (GTM) Strategy Customer Experience
Insider
Senior Customer Success Manager
January 2022 - February 2023 (1 year and 1 month)
Paris, France
Managing a portfolio of Worldwide Key Accounts
- Monitoring key performance indicators (KPIs) for adoption of these accounts via Gainsight (CSM CRM tool)
- Identifying opportunities for improvement to ensure optimal use of the solution (KPI monitoring)
- Analyzing data to provide recommendations on solution usage (Business Reviews & Steering Committees)
- Assessing risks and sales stages for renewals
- Developing my client portfolio and identifying new opportunities (upsell & cross-sell)
- Regular communication and action implementation with other departments to retain clients (Marketing, Sales)
Client Relations Customer Experience Team Coaching Upsell Customer Loyalty