Freelancer profile translated to English.
Back to original languageAbout Suleiman
Customer Success Consultant specializing in AI.
Former Doctolib, founder of Phano.ai.
I help SaaS publishers and B2B scale-ups make their Customer Success profitable: reduce churn, accelerate Time to Value, increase NRR, and equip CS and Account Management teams with AI.
What sets me apart:I'm a CSM who also builds tools. I designed Phano, an AI product for CS and AM teams, connected to AI assistants via an MCP (Model Context Protocol) server. I speak both business and technical language, and I know how to implement an AI or SaaS solution.
CONSULTING AND STRUCTURING
- 360 Audit: team, process, tools
- CS Structuring: playbooks, health score, NRR reporting
- CS Strategy and coverage model (high, mid, low touch)
AI FOR CUSTOMER SUCCESS
- Deployment of AI tools in CS and AM teams
- Customer Success Automation: reports, monitoring, prioritization
- Tool selection and integration: HubSpot, Salesforce, Vitally, AI agents
OPERATIONAL
- B2B portfolio management, as support or replacement
- Project management and SaaS deployment, my specialty
- Dormant client activation, SaaS onboarding, product adoption
SKILL DEVELOPMENT
- Sales, CS, and Product workshops to align teams on revenue
- Sparring partner for managers and CSMs
MY WAY OF WORKING
- I execute and structure, not just slides
- Actionable, business-oriented deliverables
- Quick to onboard, no-nonsense
Let's talk about your churn, your onboarding, or your CS organization. Contact me on Malt or LinkedIn.
French
Native or bilingual
English
Fluent
Can work on-site
Paris (up to 10km)
Experience
- PhanoBuilderFebruary 2026 - Today (5 months)Phano is an AI for Customer Success and Account Management teams, delivered directly within their daily tools (Slack, Teams, email, CRM).The tool automates two critical workflows:• Account Prioritization: Daily diagnosis of churn risks, expansion opportunities, and priority actions to take.• Client Meeting Management: Preparation of briefs beforehand, drafting structured reports in the CRM, and generating follow-up emails directly in the inbox.I managed this project from end to end: from positioning to AI design, including integrations and market launch. This required translating the real pain points of CSMs and AMs into features integrated into their existing stack.Beyond the product, this project allows me to speak the same language as your Product and Tech teams: I am proficient in API, database, integration, and AI architecture issues.Phano is distributed in a self-serve model (autonomous onboarding and automated billing). The system is technically independent and runs without any daily intervention from my part.What this project demonstrates: My ability to combine deep business expertise, strong technical understanding (API, data, AI), real learning & adaptation skills, and the execution of an idea through to production with real users.What this project brings to your team: A dual business and technical culture. I know how to automate operational noise to focus on what truly matters: change management and human support for your strategic clients.
- Le Success Après-VenteFreelanceMay 2025 - Today (1 year and 2 months)
I occasionally support SaaS teams with their Customer Success: audit, onboarding, health score, playbooks, CSM skill development. I also share content for the CS community.
Short, targeted consulting interventions, conducted entirely asynchronously, without ever interfering with my main duties.Book a call: - GraneetCustomer Success ManagerMay 2024 - May 2025 (1 year)Paris, FranceCustomer Activation (50%)- Definition and implementation of a mid-touch deployment strategy to achieve client objectives.- Configuration, training, data import: I ensure all necessary resources are mobilized to guarantee smooth and effective onboarding.- Monitoring of activation indicators and implementation of corrective actions to optimize Time To Value.Account Management (50%)- Guarantee client satisfaction and anticipate churn risks through proactive analysis of usage and engagement.- Identify and convert commercial opportunities (upsell, cross-sell, recommendations) by becoming a strategic partner to the client.- Support the client in optimizing their ROI through a deep understanding of their business and strong product expertise.- Represent the client's voice internally by relaying their needs and ideas to the Product team.I also provide occasional support when existing teams need reinforcement to handle client requests.
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Education
- Fullstack JavaScript DeveloperLa Capsule2023Développeur Fullstack JavaScript
- Grande Ecole Program, Supply Chain Management, Bordeaux CampusKEDGE Business School2017Programme Grande Ecole, Supply Chain Management, Campus Bordeaux