Description

Avec 9 ans d’expérience dans des environnements SaaS à forte croissance, j’accompagne les entreprises à structurer leur relation client, piloter des projets complexes et optimiser l’expérience utilisateur. J’excelle dans la gestion de portefeuilles B2B (Enterprise & Mid market), la fidélisation, la mise en place de process efficaces et la coordination entre équipes techniques, commerciales et opérationnelles.

Mon approche : pragmatique, orientée résultats, et centrée sur la satisfaction client. Je transforme les challenges opérationnels en opportunités de croissance mesurable.

Langues

Français
Bilingue ou natif
Anglais
Capacité professionnelle complète
Espagnol
Capacité professionnelle limitée

Préférences en matière de lieu de travail

Accepte de travailler sur site

Marseille (jusqu’à 50 km)

Freelance Consultant
Customer Success & Operations
janvier 2026 - Aujourd'hui (5 mois)
• Support companies in increasing customer retention and satisfaction through tailored strategies and porfolio management
• Optimize operations by streamlining workflows and improving cross-team collaboration
• Identify process inefficiencies and implement scalable solutions to boost performance
• Analyze customer journeys and data to inform actionable improvements
• Drive continuous improvement initiatives to enhance efficiency and operational excellence
• Monitor KPIs and metrics to measure impact and support data-driven decision making
Customer Success & optimisation de l’expérience client Gestion de portefeuilles B2B & fidélisation clients
BODYGUARD
Head of Customer Success
décembre 2021 - décembre 2025 (4 ans)
• ● Led a team of Customer Success Managers, overseeing a customer portfolio generating €5M in annual recurring revenue (ARR)
• ● Achieved a 98% enterprise client renewal rate through proactive engagement, executive business reviews, and strategic account planning
• ● Built and scaled customer onboarding programs, reducing time and driving adoption of key features.
• ● Partnered with sales and product teams to identify new opportunities: 2023: +40% NRR, 2024: +30%
• ● Leveraged data dashboards (Superset, Metabase) to monitor customer health and engagement (NPS of +80), inform strategic decisions, and proactively identify churn risks and growth opportunities
SHIPUP
Customer Success & Ops Manager
janvier 2020 - novembre 2021 (1 an et 10 mois)
• ● Managed a portfolio of 20 key accounts, generating €1.1 M in annual revenue
• ● Developed and delivered quarterly business reviews to C-level stakeholders to showcase ROI and ensure strategic alignment
• ● Identified upselling and cross-selling opportunities: On average +22% year over year growth in account revenue
• ● Achieved a 100% client renewal rate through strategic contract negotiations and tailored solutions
• ● Served as primary liaison between clients and internal teams, ensuring on time project delivery and customer satisfaction
• ● Implemented best practices (CRM: Hubspot) and optimized processes improving team efficiency