I am a trilingual Customer Success and project management professional with more than 10 years of international experience, including seven years in SaaS environments. I work in French, English, and Spanish, with intermediate German.
I specialize in improving the end-to-end customer experience through onboarding, support, retention, and lifecycle strategies. I use customer metrics including CSAT, NPS, NRR, MRR, and churn to identify improvement opportunities and drive customer loyalty.
In SaaS and B2B environments, I have managed customer-facing digital platform initiatives, subscription-management experiences, and up-sell and cross-sell journeys. I am experienced in collaborating across marketing, support, product, and operational teams.
I bring a customer-centric and structured approach to project delivery, from planning and coordination through execution and closure. My background also includes managing international events, suppliers, and stakeholder expectations under quality, budget, and deadline constraints.
I am known for empathy, organization, curiosity, and adaptability. I am open to remote opportunities where I can combine customer success expertise, KPI-driven decision-making, and project management skills.
I develop onboarding, customer support, and retention strategies for customers in a SaaS and startup environment.
I analyze KPIs including NPS, NRR, and MRR to support renewals and loyalty, while contributing to cross-sell and up-sell initiatives.
I managed end-to-end projects for a B2B digital platform serving more than 600 million customers worldwide. My work focused on customer-oriented e-commerce initiatives, subscription management, and digital up-sell and cross-sell paths.
I onboarded more than 100 marketing team members on Monday.com. These initiatives increased up-sell and cross-sell through the customer portal while reducing churn and CSAT ticket volume.
I resolved B2B and B2C customer requests and complaints, supporting retention and churn-reduction efforts. I delivered onboarding through training, personalized setup, and ongoing customer support.
I managed support interactions by phone, video, and Freshdesk tickets, reproduced incidents, and followed them through to resolution. My work improved customer satisfaction and created retention, up-sell, and cross-sell opportunities.
I managed international event projects for incentive groups and programs, ensuring delivery aligned with client expectations. I owned project planning, coordination, execution, and closure.
I coordinated internal teams and suppliers to meet quality, budget, and schedule objectives. I supported customer retention by delivering 10 to 15 groups annually, ranging from 10 to 150 participants and budgets of up to 200k per group.
MBA / Master's, Tourism and Destination Management
MBA / Master's degree in Tourism and Destination Management.
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