Freelancer profile translated to English.
Back to original languageAbout Sylvain
🚀 I help SaaS companies regain control of their Customer Success when growth disrupts post-sales.
When volume increases, teams quickly find themselves with:
too many tickets
unclear priorities
ineffective onboarding
unengaged clients despite sales
👉 Result: wasted time, internal frustration, and increasing churn.
I step in to establish a clear, quickly deployable framework:
structuring support/CS flows
concrete prioritization rules
structured and repeatable onboarding
effective coordination with product/tech
🎯 Goal: more efficient teams and truly active clients.
Experience:
Former Head of Customer Success at Alaxione
structuring the CS department
NPS improvement
reduction in ticket volume
+60 client deployments managed
Types of missions:
CS structuring (short missions)
Operational reinforcement (onboarding / advanced support)
French
Native or bilingual
English
Fluent
Can work on-site
Paris (up to 10km)
Experience
- ALAXIONE solutions e-santéFreelance Customer SuccessHEALTH AND WELLNESSJanuary 2026 - Today (7 months)Scope of intervention:• • client request prioritization• • support flow organization• • product / post-sales coordination• • team support
- AlaxioneHead of Customer SuccessApril 2022 - December 2025 (3 years and 8 months)• • Recruitment of 2 CSMs• • 95% of processes documented• • +20% CSAT in 18 months• • -25% incoming tickets
- AlaxioneCustomer Success ManagerOctober 2019 - March 2022 (2 years and 5 months)Marseille, France• • Support for over 80 clients in solution deployment• • User adoption rate > 90% on projects followed• • Training of +300 end-users• • Direct interface with the IT team: 80% of escalated tickets resolved within 48 hours
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Education
- Specialized Master's, Marketing and Sales Manager in Health IndustriesToulouse Business School2018
- Master EEA Biomedical EngineeringUniversity of Toulouse2017