Description

Strategic Customer Success leader with a strong track record of building scalable CS organizations in high-growth B2B, SaaS, and AI environments.

Proven ability to design and implement customer-centric strategies that drive adoption, satisfaction, retention, and revenue growth.

Recognized for transforming organizations by structuring efficient cross-functional processes, leveraging data to inform decisions, and driving operational excellence.

Langues

Français
Bilingue ou natif
Anglais
Capacité professionnelle complète

Préférences en matière de lieu de travail

En télétravail uniquement

Travaille majoritairement à distance

Pricepoint – AI/SaaS – Hospitality Tech
HEAD OF CUSTOMER SUCCESS OPERATIONS
HÔTELLERIE
mai 2024 - Aujourd'hui (2 ans et 1 mois)
Montréal, Canada
• - Built and currently leads the entire Customer Success department (Onboarding, Support, Retention, Account Management, Billing).
• - Design and execution of a Customer Success strategy, resulting in: | NPS 39 → 60 | Overall CSAT +95% | NRR +14 pts |
• - Implementation of a segmentation model to personalize the customer journey and experience across "HV" / "Strategic" / "Core" segments.
• - Design of the onboarding process to reduce Time to Value from 90 → 30 days.
• - Increased product adoption, usage, customer satisfaction (NPS, CSAT, custom surveys), and renewal rates.
• - Built and structured HubSpot CRM from scratch (data mapping, pipelines,
workflows, playbooks, automations, dashboards, reporting).
• - Led migration and implementation of new tools (ticketing, CRM, billing).
• - Defined key customer health KPIs to proactively identify at-risk accounts and drive strategic churn-reduction initiatives.
• - Managed high-value strategic accounts.
• - Developed executive-level reporting for leadership and shareholders.
Customer Loyalty/ Retention customer success Process Design/Scalability Management d'équipe kpis-and-metric-definition-and-monitoring
PayLead – BtoB - Fintech/Payment Marketing
HEAD OF CUSTOMER SUCCESS
BANQUE & ASSURANCES
mai 2022 - novembre 2023 (1 an et 6 mois)
Paris, France
• - Led Customer Success teams in France and Spain (including Data Analysts and Account Managers), driving retention and expansion in a data-driven fintech environment.
• - Built operational and organizational processes to ensure customer satisfaction, engagement, and identification of upsell opportunities.
• - Managed strategic accounts, including campaign strategy development, performance reviews, executive presentations, and optimization recommendations.
• - Coordinated cross-functional collaboration (Product, Data, Sales, Operations) to enhance customer experience and support product evolution.
Management d'équipe Customer Success Management Customer Loyalty/ Retention Expansion Strategy Relation clients
Mytraffic – SaaS – Location Intelligence
HEAD OF CUSTOMER SUCCESS
SECTEUR PUBLIC & COLLECTIVITÉS
septembre 2020 - avril 2022 (1 an et 7 mois)
Paris, France
• - Built the Customer Success function from the ground up, including onboarding, retention, support, and customer satisfaction strategy.
• - Led an international CS team and scaled processes to support rapid growth across diverse industries (Retail, Commercial Real Estate, Public Sector).
• - Reduced churn from 30% to 10% and increased MRR, achieving +120% Net Revenue Retention.
• - Worked closely with Marketing and Product teams to align go-to-market strategy, Jobs-To-Be-Done framework, and personas.
Customer Success Management Customer Loyalty/ Retention Business Review Jobs to be done Réduction du churn