À propos de Olivier
Customer Success leader with over 18 years of experience driving retention, account growth, and operational excellence in SaaS and marketing automation environments. Skilled in contract renewals, client engagement, and process optimization, with a strong results-driven mindset. Trilingual (Spanish, French, English) and internationally experienced, I bring both strategic vision and hands-on execution to maximize customer lifetime value.
Espagnol
Bilingue ou natif
Français
Bilingue ou natif
Anglais
Capacité professionnelle complète
Accepte de travailler sur site
Barcelona (jusqu’à 50 km)
Expériences
- RevCognitionAI Strategy Consultant | B2B SaaS & Customer Success AutomationCONSEIL & AUDIToctobre 2025 - Aujourd'hui (8 mois)Barcelona, EspagneI help organizations transition from reactive operations to predictive, AI-driven ecosystems. Leveraging 20+ years of leadership in Customer Success, I design AI strategies that solve real business problems—specifically focusing on Retention (NRR), Churn Reduction, and Commercial Intelligence.Core Services:AI Readiness Audits: Assessing data infrastructure and operational workflows to determine feasibility for AI adoption.Strategic Implementation: Designing "Strict RAG" architectures and Agentic Workflows that automate support and retention tasks without compromising data privacy or security.Commercial Intelligence: Implementing AI tools to optimize prospecting and personalize the customer lifecycle at scale.Fractional AI Leadership: acting as a bridge between C-Level business goals and technical engineering teams to ensure ROI.Current Focus: Developing "Zero-Hallucination" support agents for industrial and high-compliance sectors.
- ProbanceHead of Customer Success Frontnovembre 2024 - Aujourd'hui (1 an et 7 mois)Valencia, Spain• Manage a portfolio of 500 clients across France, Spain, UK, and Canada.• Designed and implemented a new customer lifecycle model, improving client onboarding efficiency• Defined and tracked Customer Success KPIs aligned with corporate objectives.• Established cross-departmental processes enhancing CSAT scores and team collaboration.• Identified expansion opportunities, increase in upsell revenue.
- ActitoCustomer Success Directorjanvier 2020 - mai 2024 (4 ans et 4 mois)Barcelona, Spain• Led Customer Success for 100 clients in France and Iberia, achieving a client retention rate above 95%.• Built trusted advisor relationships with key stakeholders, driving product adoption.• Collaborated with Marketing and Product teams to successfully launch new features based on client feedback.• Achieved consistent year-on-year growth of 12% in client upsells.
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Formations
- Bachelor of Business & Bachelor of ArtsESIAE1999Bachelor of Business Administration (BBA)
- High School DiplomaLiceo Frances Louis Pasteur1995High School Diploma