Description

I'm Laura Wey, a Customer Success executive with 5+ years scaling B2B SaaS post-sales — and the numbers to back it up. I've led the restructuring of a 5–10 person EMEA CS team across a 450-customer, €5M ARR portfolio. I've served Enterprise accounts including Disney, Nintendo, Swatch, Havas, DPG Media and Tomorrowland, and I've built two CS organizations from the ground up — in MarTech and HR Tech. Eight earlier years in banking (Euroclear) give me an operational rigor and C-suite posture that's rare in SaaS leadership.

I'm now opening a handful of short engagements — from a few hours to a few days — for founders, COOs and Heads of CS who want to move fast on the post-sales side: CS audits (book health, customer journey, KPIs, team, tooling), retention & expansion playbooks, Client Advisory Board design, and 1-on-1 coaching for CSMs and CS leaders. Flexible format (one-off, sprint, or monthly retainer), a concrete deliverable from session one, available in French, English and Spanish. Let's spend 30 minutes scoping where I can move the needle for you.

Languages

English
Native or bilingual
French
Native or bilingual
Spanish
Fluent

Workplace preferences

Can work on-site

Brussels (up to 50km)

B2B SaaS in MarTech
Global Head of Customer Success
January 2023 - Today (3 years and 5 months)
REVENUE ▫ Increased the net retention rate (NRR) from 93% to 101% in less than 6 months: enhanced renewal policy, revamped test phase, faster time to value, influenced roadmap priorities, drove CSQLs approach, enhanced upsell playbooks, etc ▫ Orchestrated the successful transition from yearly to multi-year contracts, securing 14% of our book of business in just 3 months ▫ Stabilized churn rate under 3%: enhanced customer journey + in-depth client feedback via an AI-based scraping of internal data ▫ Reduced team budget by 15% while improving Support Service Levels + reduced volumes by 45% leveraging an AI bot ▫ Founded Clients Advisory Boards in our top 3 markets - first time in our industry - prioritized 7 new items on our roadmap & secured the renewal of 96% of these customers: led to measurable uplift in positioning & improving client referenceability.

RESPONSABILITY & PEOPLE: Currently leading the transition to a unified CS team of 5-10 members spread over the EMEA region, and a book of business of about 450 customers mainly in EMEA and North America, worth 5 million in ARR, segmented in 3 tiers including Enterprise.
✹Types of customers served: Disney, Nintendo, Swatch & international communication agencies likes Havas & Weber Shandwick in
huapii: the light-touch talent platformfor performance management, skills management & career pathing
Team management Customer Loyalty/ Retention customer success Change Management
B2B SaaS
Head of Customer Success
January 2021 - January 2023 (2 years)
REVENUE & IMPACT:
▫ Implemented an impactful change management approach in the onboarding phase, leading to higher adoption and upsell rates
▫ Regularly analyzed the data of over 50k users to drive strategic discussions, eg competition differentiating ideas
▫ Organized and led hundreds of client workshops, events and webinars
RESPONSABILITY & PEOPLE:
Promoted into a leadership role after a few months to run a book of business of 1 million ARR. Enriched the Customer Success
team-related processes, targets, and strategy, leading a 1-5 people team in Belgium. Handled several 150k€/contract Enterprise clients.
✹ Types of customers served: DPG Media, VRT, Immobel, Telenet, Tomorrowland, Grant Thornton
Euroclear Bank:
QC Manager & Change Leader, Finance & Banking
January 2013 - January 2021 (8 years)
▫ Led major transversal initiatives for the Bank involving hundreds of stakeholders & regularly debated the results with the C-suite ▫ Designed a Mentoring Program to foster career growth between senior execs and young talents - sponsored by the CEO ▫ Promoted 3 times in 4 years: started as then then and lastly as