Description

Data-driven Customer Success Manager with 3+ years of experience managing B2B users across Europe, I help companies drive product adoption, reduce churn, and make sure users keep getting value over time.

I work closely with users, product, and technical teams to understand how people actually use a product, identify friction points early, and turn those insights into concrete improvements. My focus is on engagement, retention, and long-term user relationships, not just support.

My approach combines strong user proximity with a data backbone: I track adoption signals, monitor retention KPIs, and use dashboards and usage data to spot risks before they become problems. When something needs to be automated or structured, I handle it directly with Python and APIs.

What sets me apart is the ability to operate across three dimensions at once — staying close to users, thinking like a product person, and reasoning with data — which allows me to work effectively with business stakeholders, product teams, and engineering alike.

Typical missions I support:

End-to-end user relationship management (onboarding, engagement, retention, support)
Adoption tracking and churn risk detection through usage data analysis
User research and feedback collection (interviews, workshops, feedback loops)
KPI definition and retention dashboard design (Power BI)
Translation of user insights into product improvements and roadmap contributions
Onboarding program design and time-to-value optimization
Process automation using Python and API integrations
Insights communication and decision support for non-technical stakeholders

Industry field of expertise

Languages

French
Native or bilingual
English
Fluent

Workplace preferences

Remote only

Primarily works remotely

ENGIE
Customer Success Manager & Proxy Product Owner
ENERGY AND UTILITIES
July 2023 - December 2025 (2 years and 5 months)
Paris, France
Owned key product features end-to-end, from user discovery and requirement gathering to delivery, validation, and adoption
Led product discovery through user interviews, workshops, and usage analysis to identify pain points and prioritize high-impact improvements
Translated business and user needs into clear user stories and acceptance criteria, collaborating closely with developers and UX designers in an Agile (Kanban) environment
Contributed to backlog prioritization and roadmap decisions based on user feedback, product analytics, and business value
Built and monitored product KPIs (adoption, engagement, retention) using Power BI dashboards to drive data-informed decisions
Identified friction points and drop-offs through usage data and user feedback, leading to continuous product improvements
Designed and implemented automated workflows and reporting tools using Python and APIs, improving operational efficiency
Supported feature validation and release through testing, demos, and close collaboration with stakeholders
Drove product adoption through onboarding, training, and continuous feedback loops with ~100 B2B users across Europe
Python Microsoft Power BI Analyse de données Définition et suivi des indicateurs (KPI) Customer Success Management
BNPPF
PRODUCT OWNER & SERVICE LEVEL MANAGER
BANKING AND INSURANCE
March 2022 - July 2023 (1 year and 4 months)
Paris, France
Collected and clarified user and business needs, identifying pain points through direct exchanges with stakeholders.
Translated needs into clear user stories and acceptance criteria, ensuring technical feasibility in close collaboration with engineering teams.
Prioritized the backlog and made decisive trade-offs to balance value, scope, and delivery constraints.
Facilitated sprint planning and Agile ceremonies, following progress and unblocking the team to ensure smooth delivery.
Acted as the main bridge between business and tech, maintaining alignment throughout the product lifecycle.
Led functional testing, demos, and releases, ensuring features met expectations and were ready for adoption.
Users stories Méthode agile Gestion du backlog Product Discovery Communication
L'Oréal SA - L'Oréal France
DATA ANALYST
LUXURY GOODS
September 2021 - March 2022 (6 months)
Paris, France
Designed and delivered interactive PowerBI dashboards using DAX and advanced visuals to monitor operational performance and service quality.
Extracted, structured, and consolidated data from ServiceNow for in-depth analysis.
Defined KPIs and translated datasets into actionable insights for non-technical stakeholders.
Supported teams in interpreting data, trained users on Power BI tools, and developed documentation to ensure sustainable practices.
PowerBI Business intelligence Extraction de données Définition et suivi des indicateurs (KPI) Analyse de données