Freelancer profile translated to English.

Description

I act as an outsourced Head of Customer Success for startups and scale-ups in the SaaS B2B sector to structure, manage, and scale their customer experience.

My role: to transform Customer Success into a growth lever by aligning product, operations, and customer expectations.

I support teams on key challenges: product adoption, retention, process structuring, and performance management.

What I handle:

- Complete structuring of the Customer Success department (organization, roles, processes, tools)

- Definition and management of KPIs (churn, NRR, usage, satisfaction, etc.)

- Implementation of onboarding, activation, and retention strategies

- Creation of customer tracking frameworks

- Management of customer voice and feedback loop with product teams

- Cross-functional coordination with product, tech, and management teams

- Tool optimization/implementation

Experience in managing strategic accounts in complex, multi-stakeholder, and multi-actor environments.

Early-stage & beta phase:I also work with very young startups (beta/launch phase) with a much more hands-on approach.

Objective: quickly validate product-market fit from a usage and customer experience perspective.

In these contexts, I get concretely involved:

- Support for early users

- High-touch onboarding

- Customer support (structuring and execution)

- Gathering and structuring field feedback

- Rapid adjustment of customer journeys and messaging

My approach:

- Data-driven and ROI-oriented

- Structuring and execution (I set the framework and operationalize it)

- Product vision (bridge between customer, product, and tech)

- Pragmatic, concrete!

Results:

Improved product adoption

Reduced churn and increased retention and upsell

Operational time savings for teams

Smoother customer experience, even during the launch phase.

Industry field of expertise

Languages

French
Native or bilingual
English
Conversational

Workplace preferences

Can work on-site

Quimper (up to 10km), Pont-l'Abbé (up to 30km)

Kare
Customer Success Manager - Certification
EDUCATION AND E-LEARNING
February 2025 - April 2025 (2 months)
Using KPIs to manage customer satisfaction: CES, CSAT, NPS, retention rate, ROI, churn rate, LTV, LTV, health score..
Strengthening trust and relationships with clients to ensure loyalty.
Implementing engaging actions to reduce customer loss: churn reduction.
Developing personalized success plans: anticipating risks and developing strategies adapted to each client.
Data exploitation: using customer insights to guide actions.
Mapping and improving the customer journey: customer experience.
Identifying opportunities to maximize customer value: upsell & cross-sell.
SMART: aligning initiatives with company strategy for long-term success.
Managing challenges: handling expectations, conflicts, and problems effectively.
Building Customer Success strategies.
Customer Relationship Management (CRM) Project Management Customer Loyalty Onboarding KPIs
V.D.expertise
Customer Relationship Manager
CONSULTING AND AUDITS
September 2025 - Today (9 months)
Implementation of a customer relationship strategy. Creation of the customer journey from quote signature to service completion. Customer file monitoring, continuous improvement.
Creation of value-added deliverables on Google Ads strategy (e-commerce/lead generation). Reading and interpreting dashboards to create monthly reports.
Google Ads Data Analysis Web Marketing Strategy Customer Journey Mapping Customer Relationship Management (CRM)
AE
Digital Assistant
October 2024 - Today (1 year and 8 months)
Administrative support: managing phone lines / email inboxes, drafting documents/reports, schedule management...

Pre-accounting: filing and archiving accounting documents, regular updates of various dashboards on turnover, contentious cases, payment statuses, managing overdue payments, creating and sending bank transfer requests, quotes, and invoices. Account reconciliation.

Creation of online training courses.

Assembly of tender responses.

Creation of impactful content. Page and social media moderation.

Organization of professional events (private sales, themed parties, year-end parties, conferences, etc.).

Customer Relationship Management: communication, data analysis, creation of tracking and improvement of the onboarding and offboarding process, after-sales service.
Project Management Responding to Tenders Personal Assistance Web Content Creation Customer Relationship Management (CRM)