Freelancer profile translated to English.
Back to original languageAbout Thanh-Kim
Bilingual French-English Customer Success Manager with 7+ years of experience in SaaS, HRTech, and programmatic advertising. Specializing in managing international client portfolios, I help companies maximize product value, retain customers, and improve performance.
My results: NPS 9, retention 92%+, CPA reduction of 25%, portfolio growth of +20%. I cover the entire customer lifecycle - onboarding, implementation, strategy, digital campaign management, reporting, data analysis, and process optimization.
With 10 years of experience in London across French and international markets, I adapt easily to different contexts and cultures. I also support teams in adopting AI tools and implementing automated workflows to increase efficiency.
French
Native or bilingual
English
Native or bilingual
Spanish
Conversational
Italian
Basic
Greek
Basic
Can work on-site
Paris (up to 50km)
Experience
- AscendAdCustomer Success ManagerE-COMMERCEJanuary 2025 - May 2025 (4 months)Limassol District, CyprusMobile advertising platform, delivering user acquisition campaigns for apps and digital brands.▸ +20% revenue through optimization of global mobile campaigns.• • Management of international client accounts and CPI/CPA marketing campaigns, with continuous optimization of performance and acquisition costs• • Optimization of ad delivery and targeting to improve user acquisition and traffic quality• • Daily monitoring and budget expansion aligned with client KPIs.
- The Stepstone Group (Appcast)Customer Success ManagerHUMAN RESOURCESJuly 2022 - July 2024 (2 years)London, UK▸ Portfolio grew from £400k to £700k+• · CPA -25%◦ · Retention 92%◦ · NPS 85• • Client support and main point of contact: onboarding, training, objective setting, strategy, engagement, budget management, renewals, and long-term planning• • Optimization of programmatic campaigns and strategic recommendations generating 20% budget expansion• • QBR presentations and performance reviews to track KPIs and anticipate churn• • Creation of the team's first Success Plan, adopted by the entire department to standardize onboarding and track defined client objectives• • Software integration with ATS and technical troubleshooting to ensure smooth adoption and client satisfaction.
- Sabio GroupBusiness Development RepresentativeTECHApril 2019 - August 2020 (1 year and 4 months)London, UKGlobal specialist in Digital Customer Experience (CX) transformation.▸ First BDR hired for Sabio's expansion into the French market.• • Prospecting 300+ executives, identifying their CX challenges and adapting the pitch around cloud migration and contact center solutions• • Creation of automated email campaigns by persona and industry sector• • Contribution to the launch of the French website, marking Sabio's official market entry.
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Education
- Master in International BusinessParis School of Business2015Master en Commerce International
- Exchange ProgramSouthwestern University of Finance & Economics2014Programme d'échange
Certifications
- Certified Customer Success Manager (CCSM) Level 1SuccessHACKER2023
- Google AI CertificationGoogle-Coursera2026