Paris, Île-de-France, France
› Customer Success & Operations leader with 13 years of international experience in SaaS and consulting › Proven track record in structuring and scaling CS organizations, driving NRR growth, and delivering best-in-class client experience › Experienced in working at the strategic level of Customer Success, advising C-suite and senior executives to align adoption and expansion with business goals › Fluent in English and French, experienced across EMEA and APAC, able to operate seamlessly in global, multicultural environments
› Manage a portfolio of top enterprise clients (CAC40) across multiple industries (automotive, banking, luxury, energy) like Stellantis, Engie, Carrefour, Total, Crédit Agricole, L’Oréal, Michelin, Renault › Structured and scaled the CS team (6 FTEs + freelancers) in a turnaround context › Improved training delivery margin from <70% to 80%+ within 6 months by redesigning pricing grids, processes, and staffing › Implemented Asana-based workflows and client margin tracking, significantly reducing project delays › Ultimately accountable for the delivery and quality of our trainings, with best-in class results : annual NPS of 70+ and Satisfaction Score of 8.8/10 across all trainings
› Started and developed the Customer Expansion Team from scratch, up to 12 Customer Expansion Managers › Building the yearly business plan and targets for the Expansion team in collaboration with the Sales department › Generating additional MRR for PayFit, from 0 to 1.5M€ ARR in two years › Supervising and monitoring the Customer Expansion team activities with the Support of the Growth Ops team › Overseeing the development and roll out of the new pricing and offer strategy to all PayFit clients (8,000+) › Working on innovation and new features for clients in close collaboration with the Product Marketing team
› Managing a team of up to 8 Customer Success Managers (CSMs) › Overseeing a portfolio of 400+ Key Accounts, representing a total of 1.6M€ MRR › Closely monitoring the daily activities of the CSMs to ensure quick and qualitative support to our customers › Driving and inspiring the team during the COVID crisis and the development of Partial Activity in France
› Responsible for handling a portfolio of 40 Key Accounts including the top 10 largest client (Doctolib, Lunettes Pour Tous, Big Mamma, Backmarket) › In charge of leading Quartely Business Reviews, supporting clients in safely running Payroll and advising them on complex HR issues
› Led Support & Services coordination between European HQ and Chinese partners, ensuring alignment on After Sales and Technical Support › Coordinated multi-stakeholder programs (engineering, supply chain, local authorities) in a highly regulated environment
› Advised enterprise clients like on customer experience and digital transformation initiatives with a focus on the Utility sector (Engie, Total, ENI) › Supported C-level stakeholders in strategic decision-making through data analysis, benchmarking, and business case development
› Delivered consulting projects for enterprise clients in the energy sector focusing on customer experience and digital transformation (GRTgaz, Engie) › Conducted process diagnostics, benchmark analyses, and stakeholder interviews to identify pain points and design actionable improvement roadmaps