Description

Après plusieurs années à construire, structurer et optimiser des équipes Customer Success, Support et People Ops, j’accompagne aujourd’hui les entreprises en phase de scalabilité en tant que freelance.

🎯 Mon approche

Combiner une vision stratégique (OKRs, process, pilotage par la donnée) avec une exécution pragmatique et humaine (onboarding, care, culture d’entreprise).

Empathie et efficacité ne sont pas incompatibles : je crée des expériences qui mettent l’humain au centre, tout en générant des résultats mesurables.

✅ Mes expertises

Customer Success & Care Ops:

→ Création et management d’équipes CS/Suivi support

→ Structuration des parcours clients (onboarding, adoption, anti-churn)

→ Optimisation des KPI

→ Mise en place de Knowledge base et chatbot

People Ops & HRBP:

→ Déploiement complet des OKRs et pilotage stratégique

→ Création de parcours carrières, grilles de compétences, process de performance reviews

→ Onboarding & offboarding tailor-made

→ Animation de la culture d’entreprise (valeurs, ateliers, workshops)

Gestion de projets transverses:

→ Alignement business/ops

→ Implémentation d’outils collaboratifs (Notion, Trello, Salesforce, Zendesk, Hubspot, Asana)

→ Amélioration continue des process internes

🚀 Les missions que vous pouvez me confier

Structurer ou renforcer votre pôle Customer Success / Support

Optimiser vos process internes (Care Ops, People Ops, RH)

Accompagner vos équipes : formation, coaching, montée en compétences

Piloter des projets stratégiques (outils, OKRs, organisation, culture d’entreprise)

🌟 Pourquoi collaborer avec moi ?

+6 ans d’expérience en Customer Success et People Ops

Expériences en startup et scale-up (Rocket, JobTeaser, Nopillo…)

Leadership d’équipes internationales

Personnalité pétillante, bienveillante et orientée résultats

👉 Mon credo : mettre l’humain au service de la performance.

Discutons de vos enjeux, je serai ravi de vous aider à atteindre vos objectifs ! 📩

Domaines d’expertise

Langues

Français
Bilingue ou natif
Anglais
Bilingue ou natif

Préférences en matière de lieu de travail

En télétravail uniquement

Travaille majoritairement à distance

Yaniro
Program Manager
EDUCATION & E-LEARNING
septembre 2025 - Aujourd'hui (9 mois)
Paris, France
Program Manager – Yaniro (Recurring mission) / Remote from Nantes

Managed learning batches (up to 3 at the same time) of 20–30 managers from scratch, ensuring smooth execution of the entire program lifecycle.

Oversaw onboarding and administrative processes, including HR coordination and, when required, handling OPCO funding requests.

Organized on-site training sessions: verified schedules, secured rooms, and prepared welcome kits and learning materials.

Maintained ongoing communication with participants between training days to ensure deliverables were completed and group projects advanced.

Improved internal tools and processes to optimize training delivery (e.g., implemented a WhatsApp–Notion chatbot, centralized and streamlined information flows).

Acted as key liaison with HR sponsors (DRH), providing regular updates on training progress and participant engagement.

Coordinated logistics, stakeholder communication, and learner experience to guarantee both operational excellence and participant satisfaction.

Contributed to the continuous improvement of Yaniro’s learning programs by identifying pain points and driving solutions for scalability.
Ressources humaines Planning stratégique logistique Satisfaction client Onboarding
Nopillo
1st People Operations Manager / HRBP
IMMOBILIER
janvier 2024 - mai 2025 (1 an et 4 mois)
Paris, France
Remote from Nantes / PropTech

Successfully built and implemented an entire methodology (including a tool) for Objective Key Results.

Cooperated with VP's and Head's of to create a process for internal career paths - including: internal ranking grids (from individual contributors to VPs), a process for performances reviews,a process for 360 reviews and a process for promotion.

Managed to design new onboarding and offboarding processes from scratch (50 new people were successfully onboarded with this new process - average 4.9/5 satisfaction)

Assisted and advised founders and leadership team on legal matters (ESC, PIP)

Formalized and embedded our values in our company culture through various workshops (e.g Radical candor workshop)

Find out more about these projects on my public Notion page: https://peopletoolsluka.notion.site/People-Tools-1f1b369575d6803090c8cbf7890ae843?pvs=74

Gestion de projet Company Culture Management Objectives and Key Results (OKRs) Performance Management Operation management
JobTeaser
Team Lead Support & Product Specialist
EDUCATION & E-LEARNING
juin 2022 - juillet 2023 (1 an et 1 mois)
Paris, France
Remote from Nantes / HREdTech

Led and developed the Support team composed of 7 international support managers.

Upskilled and specialized each team member in one CS area (e.g SalesForce, Jira, Zendesk...)

Designed and implemented a learning and development path for my team - including 4 blocks: onboarding ; training ; coaching and nesting.

Managed and handled the relationship with top international schools such as SciencesPo Paris, ESCP, HEC Paris, ESSEC,Centrale Supelec.

Successfully implemented a chatbot to improve our KPIs (response & resolution time)

🥇Key results from my team:
First Response Time: <6h (email)
Resolution Time: <2 days (email)
Customer Satisfaction: >4.8/5
Management d'équipe Performance Management Customer Success Management Scalability Gestion de projet